Create or edit a case

Can I do this task?

1. In the Navigation Pane, click Service, and then click Cases.
2. On the Actions toolbar, click New.
3. On the General tab, you must enter information in the following boxes:
   • Title

     This information should include a general description of the problem. For example, if a customer calls about a problem with a late delivery, include the expected delivery date.

   • Customer

     To locate and select a customer, click the box beside the label. You can select a record from a filtered list in the Form Assistant pane A search pane that displays a list of filtered records. The records displayed are determined by which field that you are in and what data that you enter. In some areas of Microsoft Dynamics CRM Online, you can also create a follow-up activity from the Form Assistant pane pane. Using the Form Assistant pane is an alternative to using the Look Up Records dialog box., or you can click the Lookup button to search for other records.

   • Subject

     Selecting a subject for the case associates that case with similar cases. This is useful for searching for cases with similar problems and for finding related articles. To locate and select a subject, click the box beside the label and use the Form Assistant pane. If the subject you want does not appear in the list, contact your system administrator to add it. More information: Requesting User Interface Changes

   • In the Overview area, enter all of the information you have about this case. This information can be used in reports. In the Assignment Information area, enter information about how you want the case managed.
   • Owner

     This box is filled automatically with the name of the user who is creating the record. You can click the Lookup button to search for other records.

   • In the Contract and Product Information area, enter information about the entitlements. Linking the contract and contract line to the case allows you to track allotment usage and verify that the customer is receiving the appropriate level of service.
4. On the Notes and Article tab, enter additional information about the case.
   • Notes

     Click to enter a longer description of the issue, or any additional information that you want to record about this case.

   • Knowledge Base Article area

     Locate and select an article about the issue. The Form Assistant pane displays a list of suggested articles based on the selected subject.

   • Show article

     Select this check box to view the article in the case.

5. Click Save or Save and Close.

   Resolve potential duplicate records.

   1. If the system detects that your record might be a potential duplicate, instead of saving the record, you'll see the Duplicates Detected dialog box.
   2. To open a record to make sure it is a potential duplicate, in the Potential duplicate records list, double-click the record.
      • If the duplicate-detection rule A rule that specifies criteria for identifying a record as a duplicate. identified potential duplicate records in other record types, review records from each record type listed.
   3. If your new or updated record is not a duplicate, to create the new record, click Save Record.

      - OR -

      If your new or updated record is a duplicate, to cancel your changes, click Cancel.

   Notes

   • If you enter a duplicate record within a few minutes of entering the first record, Microsoft Dynamics CRM Online will not detect the duplicate record. The matchcodes Codes created for every record that a duplicate-detection rule might apply to, used as part of the process of detecting duplicates. for new and updated records are created every five minutes, rather than as a record is created.
   • Duplicate detection can take place only if duplicate detection is enabled in Duplicate Detection Settings and if at least one duplicate-detection rule A rule that specifies criteria for identifying a record as a duplicate. exists for the record type.More information: Avoiding Duplicate Records

Notes

• The first time you save the case, Microsoft Dynamics CRM Online assigns it a unique case number.
• When you complete an activity, be sure to record the amount of time you spend on the activity in the Duration box. If this case is linked to a contract line, the durations of all of the activities for this case are tallied and updated automatically in the related active contract. The total, which includes the totals from any other cases relating to that contract, can be adjusted manually before billing the customer.