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35We are currently using the case management process to track and resolve issues with deliveries. An example and brief overview would be a delivery arrives in the warehouse and it has items missing or additional unexpected. A case will be raised by the warehouse to look into it which is passed to buying who would then resolve with the suppliers and pass the case back to the warehouse to for example return items. we have a few different processes for various scenarios with various stages than create some automatic activities.
The main problem i'm noticing is that users are progressing the stages but not necessarily assigning the case or the activity to the next person and case are becoming lost or orphaned. Ive been trying to fin ways to either automate this or enforce it however i'm struggling to locate much useful info only for the F&O functionality and all my previous experience with 365 is in the customer service/sales side where there is a lot more available options and customisation for this without coding.
I can see the automatically created activities can be assigned to an individual but it doesn't seem to have the option to set it to a team. I have also been looking at the workflow editor for case management but the only task currently in that i seem to be able to use is to complete case. It may be i need to set these up but again struggling to find much info on the workflow editor.
Ideally what i would like to do is when a case if progressed to the next stage have the case assigned to a team of people (individual may be workable if team isn't possible) failing this assigning the activity to a team or person could work if there is some way to notify them of this being created possibly would be great. Failing that would this should in a view such as my activities?
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