Case management – it’s more than just complaint management

- Jess

Let’s face it, it’s a competitive world out there and it doesn’t take much for customers to take their business elsewhere if their needs aren’t being met.

Dynamics 365 Customer Service provides a rich set of features to help organisations serve their customers better. One of these features is case management.

So what is case management? I like to think of case management as anything that poses a risk to your relationship with a customer. Yes the most obvious risk is a complaint or issue but what if a customer contacts you with a question or request and you don’t respond in a timely manner (or at all!). This can just as easily lead to your customer to becoming frustrated and starting to consider taking their business elsewhere.

Read more

Gain valuable insight into customer service performance with one simple field!

- Jess

You often hear the phrase that it’s the little things that make a big difference. In this post I’m going to show you how a simple calculated field showing the number of days it has taken to resolve a Case can help you to quickly identify trends and pinpoint areas for service improvement.

First of all let’s create the field. To do this go to your solution, navigate to the Case entity and select Add Field.

Read more

Dynamics 365 Case Management – calculating the number of days a Case has been open

- Jess

When you create a Case in Dynamics 365 the Case has a Created On date which is useful for determining how old a Case is. However, what I find more useful is using a simple out of the box tool called Calculated Fields to calculate and display the number of days a Case has been open. The reason I prefer this is it’s a nice simple, but meaningful, visual for Customer Service Representatives and Customer Service Managers. They can use this field to help them quickly hone in on those Cases that have maybe been open for a while and understand why they are still open.

To setup this calculation I need to create two new fields:

  1. A ‘Today’ field which displays today’s date
  2. A ‘No. Days Open’ field which calculates the difference in days between today’s date and the Case Created On date

To create the fields I go to my solution and edit the Case entity.

Read more