Putting Customer Relationships into Context with Rollup Fields

All too often people don’t see the bigger picture or aren’t given access to the right information in order to see the bigger picture. A customer complaint can be treated in complete isolation instead of looking at it in the context of the entire customer relationship. The danger is that if we don’t look at who that customer is to our organisation we risk damaging the relationship we have with them.

Dynamics 365 is great at capturing information about a customer but the real value is being able to gain meaningful insights from that information. I think rollup fields are a great tool that help make customer information meaningful to front line staff.

In the example below I’ve created two rollup fields to show me:

  1. Value of open opportunities
  2. Total number of cases created this year

Now technically, I could find this information by looking through various sub-grids or related records but I’d have to manually go through this information and if there’s a lot of history or activity happening with a particular customer that could take a while! Rollup fields essentially do that work for me which makes my job a lot easier.

So let’s say Adventure Works calls me with an issue. Just opening their account form I can easily see that we currently have open opportunities to the value of $65,000 and they’ve only raised one case this year. That creates valuable context for me and can immediately help me in the way that I approach the issue for this customer.

Hopefully this has helped to demonstrate how a simple tool like rollup fields can have a significant impact, not only building relationships with customers, but also empowering front line staff to own the customer experience and do what is in the best interest of both the customer and your organisation.

If you want to learn more about how to create rollup field, check out the Microsoft documentation here https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/define-rollup-fields

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

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.

I’m going to call the field No. Days to Resolve. Data type is decimal number and it’s a calculated field.

Once the field has been saved, I need to setup the calculation. In the calculation, I want to set a condition to only perform the calculation for Cases that have a status of Resolved.

Moving onto the calculation, I want to calculate the difference in days between the Created On date and Modified On date.

Once that’s done I can save and close the calculation form.

Now I can add the field to the Case form and Resolved Cases view so users can easily see how long it has taken to resolve a Case.

Something to point out here is that this calculation is the total number of calendar days it has taken to resolve a Case i.e. not number of working days. This may not be ideal for everyone but personally, given the level of insight this field can provide, I think it’s good enough.

Now the real power of this field is when I start to use for analysis. The dashboard below gives you some examples of how I’ve used this field generate insights into service level performance.

If we take the example of Average No. of Days to Resolve by Owner, straight away this chart highlights that there’s a big difference in resolution timescales for each team member which prompts the following questions:

  • Do we need to do more training with certain team members?
  • Is there inconsistency in our case resolution process i.e. is each team member dealing with cases in their own way rather than following a defined process?
  • Are some team members perhaps cherry picking easier cases to work on?
  • Are we assigning certain Case types to the wrong subject matter experts?

You see just how many questions this one example has prompted! These are questions I might not have considered without the data being in front of me. Now I can start to dig deeper into the data, find the answers to my questions and use that to drive continuous service improvement.

There’s so much more you can do but I hope that this has shown you just how useful a simple calculated field can be in helping you to pinpoint areas for service improvement.

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

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.

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