web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Creating a Case for a ...
Microsoft Dynamics CRM (Archived)

Creating a Case for a Lead

(0) ShareShare
ReportReport
Posted on by catnoise 80

We ahve set up CRM so only clients that have signed contracts will become Accounts/Contacts, everything prior to this is held within a Lead record and this is working wonderfully.

We only have one issue in that pre-contract technical questions can not be logged as Case records within the system.  Does anyone have a suggestion about how we can achieve this.  Current we are using a Notes field, but this is not ideal as we can not use our normal workflows and track that issues are being resolved.

Kindest Regards

*This post is locked for comments

I have the same question (0)
  • Community Member Profile Picture
    Community Member on at

    Hi

    As your using the Lead in this way and have queries against the lead record, you could create a relationship between lead and case and on thecase record have a non-required field that is the lead lookup, then when you open a lead record you will see associated cases.

    Issue here is if you convert the lead to a contracted customer account, the cases may not come accross unless you can workflow the assignment on the conversion.

    Depending on the number of cases on a lead record you could keep this as a manual task to convert the cases to the account.

    Hope this helps

    Alistair

     

  • catnoise Profile Picture
    catnoise 80 on at

    Alistair,

    Thanks for your quick and very helpful reply... When I looked into how to create the Lead Lookup I thought why not create a parental relationship between the Case and Lead records

    But I get the following error message ... Do you know what may be causing this... if it is not possible to achieve what I am attempting do you know how I could populate the email address from the Lead record into the Case record automatically thereby allowing our workflows to send the automated emails to the right person etc.

    The related entity has already been configured with a cascading or parental relationship.

    Select a different relationship type.

     

    Many thanks

    Chris

  • Community Member Profile Picture
    Community Member on at

    HI Chris

     You will need to chage this from a parental relationship as you can only have one, so makethe relationship referential between lead and case, this should do it

    let me know

     

    Alistair

     

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Congratulations to the November Top 10 Community Leaders!

These are the community rock stars!

Leaderboard > 🔒一 Microsoft Dynamics CRM (Archived)

#1
SA-08121319-0 Profile Picture

SA-08121319-0 4

#1
Calum MacFarlane Profile Picture

Calum MacFarlane 4

#3
Alex Fun Wei Jie Profile Picture

Alex Fun Wei Jie 2

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans