Case management for internal cases

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Posted on by Samantha73

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Hi All

I know customer service case management is primarily designed to support external customer cases or issues. If we have a mix of external and internal cases like QA issues which not related to a customer (or safety is another area), is it possible to use case management to track these? Not sure if case management is a good fit or any other products or extensions are available

Thanks

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Hi Samantha73,

Yes, the customer service mostly is used for external cases. However, you can also use it for internal. As you say, the case is related to the customer so you need to create account/contact for the internal users.

Here is a similar thread, you can refer to it:

Internal Support using Customer Service - Dynamics 365 Customer Service Forum Community Forum

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