Case management Against Leads

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Dear Experts,

We have an requirement to be able to create Cases against Contacts and Leads. I know CRM allows Case management against only Contacts. However is it possible to have case management against leads ? If yes, please guide how to achieve the same.

Regards,

Avaneesh Jha

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RE: Case management Against Leads

You could add a 1:N relationship from Lead to Case, then modify the Case form to show that lookup. You would also need to make other lookups optional (rather than business required) and change various views.

But, as others indicate, this is really not the intended purpose of the Lead entity.

You might be better off using Contacts rather than Leads. You could perhaps add a field to indicate those Contacts that are in the system for Case management versus those that are being migrated (for whatever purpose that you do not explain). This custom field could help you separate the records out during the transitional phase, for example by modifying the filters on views.

You could also consider creating separate Business Units for the two sets of Contacts, and using security roles to keep them apart.

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RE: Case management Against Leads

Hello Avaneesh,

We can't create case against lead. This is the default behavior. The case can only be created against Contact and Account.

Regards,

Dinesh

Microsoft Dynamics™ CRM Support Engineer

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Social Listening on at

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RE: Case management Against Leads

Hi Deepesh,

Thanks for response. In our case, client creates leads in crm and uses other systems for managing their customers and do not follow process of leads-opp-contact. They are in process of migrating the contacts in crm from other system. However till that is done [which is like 2-3 months from now] , client wants to have case management against leads.

As they do not have any system for case management and thus want to use CRM case management.

Thanks and Regards

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Deepesh161 6,317 on at

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RE: Case management Against Leads

Hi,

I would just like to understand your business scenario in more detail. Usually service is only done aganist your contacts or customers, leads are not the stage where companies start servicing anyone and thus i want to know what is the need of achieving case management on them?

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purwar purwar 2,836 on at

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RE: Case management Against Leads

Pls understand you cant create case without Account/contact. If you have Account/contact in your sceanrio , You can create mapping between Lead & Case(1:N).

How you fit this solution in your requirement . It depneds upon you.

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