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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Should case messages b...
Service | Customer Service, Contact Center, Fie...
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Should case messages be tracked as activities?

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Posted on by Artemy 285

We have a tech support website for our customers. In it, customers can open cases and write messages to correspond with the tech support representative. How would I go about tracking those messages within the cloud version of Dynamics 365? Should the support website create those messages as activities related to the case? Would tech support respond through the CRM by creating case related activities? Do activities support message templates to optimize and standardize common responses such as first response or case resolution?

In my current CRM 2015 deployment, the messages are created and stored in a custom case message entity. Those case message records are then shown on the related case through custom web resources. Case message templates are also managed through custom web resources.

  • Verified answer
    LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at
    RE: Should case messages be tracked as activities?

    Hi Artemy,

    Yes, using activities will be the best practice in your scenario as the activities will be shown in timeline of the form which could be seen clearly with the content and time of each message.

    Best Regards,

    Leo

  • Artemy Profile Picture
    Artemy 285 on at
    RE: Should case messages be tracked as activities?

    I understand that I can replicate what I have in CRM 2015 in 365.

    I was wondering what the "best practice" is for case management. The case module has been around for a while in CRM (for at least 5 years), and there doesn't appear to be a chat log built in besides the activity tracker. So I was wondering if activities are meant to work as a chat log in my scenario.

  • LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at
    RE: Should case messages be tracked as activities?

    Hi partner,

    In my opinion, you could create a custom entity named case message which has N:1 relationship with case in D365 to store the message records.

    This will put a lookup field which related to case record in the message entity form, and when you create messages in support website, just use web api or other ways to create a new message in D365 and set the case id to case lookup field so that the message and the case will be related to each other. And then in D365, you will be able to find all the messages in case related tab.

    pastedimage1583202881096v1.png

    If you need to optimize and standardize the message contents, you could use business rules or workflows to set some default values for the entity fields with different conditions.

    If my understanding is not correct, please kindly share more details and requirements.

    Best Regards,

    Leo

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