Simple steps to take toward accurate case resolution
Published: January 1, 2008
Comprehensive case data can provide a picture of the key elements of what problems, challenges, and areas of dissatisfaction your customers are experiencing, as well as the amount of time and effort your service staff spends providing service to those customers. By making even a simple customization to Microsoft Dynamics CRM, such as adding relevant values to a list, you can provide customer service representative (CSR) management with an indication of how cases are resolved by creating searches, views, and worksheets.
For example, as your CSRs process cases, you can get a clearer picture of how each case is being resolved. By default, Microsoft Dynamics CRM includes only one option to resolve a case, which is “Problem Resolved.” By using built-in customization features, you can expand the possible resolution type values to include other reasons for case closure, such as when a customer requests to close a case or when a CSR is unable to contact a customer after several attempts.
Some reasons why a case is resolved might include the following values:
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Update Sent
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Product Returned
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Unable to Contact Customer
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Customer Request to Close
On This Page
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Add new status reasons to the Case entity |
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Add the Status Reason column to the Resolved Cases view |
To perform the following procedures, you must have either the System Administrator or System Customizer security role in Microsoft Dynamics CRM. If you do not have one of these security roles assigned, contact your system administrator or system customizer to make the customizations.
Add new status reasons to the Case entity
The following procedure uses the built-in customization features to add items to the resolution type for a case.
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In the Navigation Pane, click Settings, click Customization, and then click Customize Entities.
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In the Customize Entities list, double-click Case.
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Under Details, click Attributes, and then in the Display Name column, double-click Status Reason.
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In the Attribute: Status Reason of Case form, in the Type area, select Resolved in the Status list.
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Click Add.
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In the Add List Value dialog box, type a value, such as Unable to Contact Customer, and then click OK.
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Repeat the previous step to add another value, such as Customer Request to Close.
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After you have all the values that you want, click Save and Close to close the Attribute: Status Reason of Case form.
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In the Entity: Case form, on the Actions menu, click Publish, and then click Save and Close.
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To confirm that your new values were added, open an existing case or create a new case, and on the Actions menu, click Resolve Case.
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In the Resolve Case dialog box, in the Resolution Type list, verify that the values that you added appear.
After you have completed the previous customization, you can also customize the Resolved Cases view, which displays all resolved cases. This customization adds the Status Reason column to the Resolved Cases view, so that the resolution type is displayed for each resolved case. Alternatively, you can customize the My Resolved Cases view, which displays only resolved cases that you own.
Add the Status Reason column to the Resolved Cases view
The following procedure uses the built-in customization features to add a column to the Resolved Cases view. After you complete the procedure, the Status Reason column will display the resolution type for each resolved case.
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In the Navigation Pane, click Settings, click Customization, and then click Customize Entities.
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In the Customize Entities list, double-click Case.
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Under Details, click Forms and Views, and then double-click Resolved Cases.
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Under Common Tasks, click Add Columns.
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In the Add Columns dialog box, select Status Reason, and then click OK.
After a value is added to a view, it is removed from the list of available columns. -
Click Save and Close.
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In the Entity: Case form, on the Actions menu, click Publish, and then click Save and Close.
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To confirm that the column is displayed, in the Cases area, in the View list, select Resolved Cases. The Status Reason column should appear as a column in the list, displaying the resolution type values for closed cases.
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Additionally, you can use the Case Summary Table report that displays case data, including the Status Reason field, to review how cases are resolved. To run the report, in the Cases area click Reports
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Case Summary Table.
