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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Case Assignment
Microsoft Dynamics CRM (Archived)

Case Assignment

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Posted on by Mark Nicks 500

I'm curious about users' experience with the case assignment process in Dynamics.  We are in the implementation stage and cannot get a clear picture of the recommended process flow for case assignment.

Assume that a case has been created and has been assigned to a Support Queue.  The agent works the case and decides it needs additional work by someone on a different Team.  Should the agent Assign it to the other Team - which changes the ownership of the case?  Or retain ownership and move it into the other team's queue?  Or should he do both?

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  • AFTAB HUSSAIN Profile Picture
    AFTAB HUSSAIN Microsoft Employee on at

    Hello Mark,

    Please find the link below. See if this help.

    community.dynamics.com/.../assign-owner-and-route-case-to-queue-using-workflow-in-dynamics-crm.aspx

    Thank You !

  • Suggested answer
    Marius Agur Pedersen Profile Picture
    Marius Agur Pedersen 1,771 on at

    That depends on how you want to work the case. One thing I can suggest is creating a new field on the entity which looks up users called "case handler" or something like that, and create an "on create" workflow which sets this field to be the user it is assigned to. Then I would create a new "on demand" workflow called "Send to support" which re-assigns the record and puts it in the support queue. Lastly, create another "on demand" workflow called "Return to case handler" which re-assignes the record to the same user as the one specified in the "case handler" field.

    This allows the users to easily send the record back and forth without having to worry about delegating to the wrong queue or having performance issues due to record sharing.

    There are, of course, many different ways to solve it, but I thought this sounded like a relatively easy way to solve it with less room for mistakes.

  • Community Member Profile Picture
    Community Member on at

    Mark - It is over an year since this is posted - wondering how your team implemented the flow.

    Appreciate any feed back for the community.

    best wishes,

    harihar

  • Lily Jack Profile Picture
    Lily Jack 2 on at

    I’d like to know how users feel about case assignment in Dynamics, especially since we’re still in the early stages of our ‘Research Title About Event Management’ project. We’re having a hard time defining a clear workflow for case assignment. For example, if a case is in the Support Queue and needs help from another Team, would the agent transfer ownership by assigning the case to the other Team or simply move the case to their queue while keeping ownership of the case? Your thoughts would be appreciated.

     

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