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Dynamics 365 Community / Forums / Finance | Project Operations, Human Resources, ... / Call Center (Call Cent...
Finance | Project Operations, Human Resources, ...
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Call Center (Call Centre) Case Management

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Posted on by Mark Bowden 65

Hi All,

Trying to get our Customer Service team to use the Call Center module and in particular the 'Customer Service' form in journals.  Generally happy with it's use, however i'm struggling to get Case Management to work from within the form.

I have a Case Hierarchy set up for Sales (Customer complaint logging) which is accessible from all other areas of AX (Sales & Marketing, cust accounts, sales orders etc.), just not from within the Customer Service form.  Am i missing some configuration / security?

Screen shot below, just shows how i'm trying to get to cases and the error that is being thrown

Thanks

Mark

pastedimage1597309278289v1.png

I have the same question (0)
  • Suggested answer
    Ludwig Reinhard Profile Picture
    Ludwig Reinhard Microsoft Employee on at

    Hi,

    What categories do you have available under the main node? That is, if you click the + symbol do you see some categories you can select from?

    Best regards,

    Ludwig

  • Mark Bowden Profile Picture
    Mark Bowden 65 on at

    Hi Ludwig,

    There are no categories expanding when clicking the + symbol.  I get the error message as soon as I press the + symbol

    When i create a case from anywhere else in AX i can see the full SALES category hierarchy.

    Regards

    Mark

  • RP-27050721-0 Profile Picture
    RP-27050721-0 on at

    Hi Mark,

    What is the AX version you are using?

    Thank you,

    Raluca

  • Mark Bowden Profile Picture
    Mark Bowden 65 on at

    Hi,

    We're running AX2012 R3 CU10

    Regards

    Mark

  • Suggested answer
    Ludwig Reinhard Profile Picture
    Ludwig Reinhard Microsoft Employee on at

    Hi Mark,

    I have not  found a bug / hotfix on LCS for this issue.

    Do you have a developer around who could possibly debug the issue?

    Best regards,

    Ludwig

  • Verified answer
    Mark Bowden Profile Picture
    Mark Bowden 65 on at

    Turns out there are two options when the 'Case' icon is selected.  Selecting 'New Case' throws the error mentioned above, but the other option 'view customer cases' will actually take you through to the case list for the customer and then you can create a new case from there.  

    This hasn't fixed the original issue, but is a workable solution for our customer service team

    Thanks for looking

    Regards

    Mark

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