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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Rating customers accor...
Microsoft Dynamics CRM (Archived)

Rating customers according to their cases, orders history

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Posted on by Mohd Tahir 676

I am supposed to provide a client with business to consumer CRM dynamics 365 implementation. The client wants a feature to be added according to which the customers should get ratings based on their previous number of cases raised (for various products bought by them). If there's a loyal customer who bought a lot of products and raised less issues, he/she should be rated better and should be entitled to get services with more attention. On the other hand if a customer has been raising a lot of issues with products he bought, correspondingly he/she will have a lesser rating and would get less attention from customer support. How could I possibly implement this feature from an architectural view? Any suggestions are most welcomed.

Context : Dynamics CRM 365

Business : Business to Consumer ( Specifically retail chain)

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  • Suggested answer
    tpeschat Profile Picture
    tpeschat 4,930 on at

    Hi.

    You could achieve this with a combination of rollup and calculated fields.

    You could add rollup fields on the customer entity (account or contact), which count the number of cases for certain cases. Or which sum the amount (spent) on orders a.s.o.

    Then you could define your calculation logic for the rating with calculated fields.

    Hth Thomas

  • RamKumarb Profile Picture
    RamKumarb 828 on at

    hi Mohd,

        i would suggest you to create a separate Entity for Ratings . Create a N:1 relationship .

    Associate with the customer cases using a condition  ie for cases 1- 100 and product purchased is 10 and respective rating would  be 2

  • AbiRami Profile Picture
    AbiRami 516 on at

    Hi,

    As Thomas Peschat said, u can create 2 rollup fields for case and order entity in customer entity. With these two fields you can get the rating value either by using calculated field or by using your rating conditions in java script

    You can also acheive this using plugin. Here is a link to generate auto number for cases.
    On creating a case record, the field value will increase automatically. Likewise you should do for products and based on these two fields you can create rating field
    http://www.cloudfronts.com/custom-auto-number-for-cases/

    Thanks

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