Case management can be used for subscriber queries, issues, union representation and complaints. These features are based on Dynamics 365 Customer Service capabilities and offer a full featured, collaborative case management solution. 

Case Management-content1

Case management capabilities can be tailored to the exact requirements of the organisation, with support for different processes per case type. Case management is also complemented by a Knowledge Base system helping to ensure best in class responses to common queries.

Service level agreements (SLAs) and Entitlement management help to ensure a consistent level of service, within agreed commercial boundaries. The subscriber web portal also provides support for online case creation, review and update. This also includes online knowledge base publication.

Key features include:

  • Configurable Case definitions
  • Support for configurable process flows, per case type
  • Support for Activity tracking against Cases
  • Service level agreement support
  • Entitlement definition and enforcement
  • Online case and knowledge base management
  • Support for child and merged cases
  • Potential for workflow automation e.g. case updates

Customer service appointments and management of staff and resources are all provided as standard in Dynamics 365, including a full resource booking calendar, with Outlook integration. Requests for support/help can be logged either directly, or online through the website/portal.

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