Good day, my question is.. how to manage cases created in "Cases". The
progress and action taken to each cases. My consideration here is that the
"Cases" is for logging customer problem, complaint, and concern. The problem
here is that, how am i goint to track the action taken for each
problem/complaint/concern created in the cases? Kindly need explaination. Tq

Hi Zagry,



Depending on your business processes and in what situation you want to have
the overview, the following might be a way to do it:



You could use the StatusReason picklist attribute to define the steps in
your case management process. The values in the Status Reason picklist can
be customised to hold the values needed. Add the StatusReason field to your
case views and the associated views to get a quick overview of the progress
when looking on case views. You could also add more fields to the case form
and display them on list views or pre-views to describe the status more
detailed to the user.



The best way to get an overview of the activities planned and completed
related to a specific case, is to use the Activity associated views in the
Case detail window.



If this is not enough, you still have the option to develop a report and
integrate it to your Microsoft CRM user interface by use of the
ISV-integration options, or you can develop your own ASPX-page to give you
the exact presentation you want.



Kind regards,

Henning B. Jespersen

(WM-data, Denmark)



"Zaqry Omar" <Zaqry Omar@discussions.microsoft.com> wrote in message
newsFC01398-E2FD-4178-BEAB-C7847707A2A8@microsoft.com...

Thank you Jespersen, that really helpful. I have another question still about
the Case Management. While i'm creating a case, there is a lookup field for
'Subject'. What exactly the subject really about? Because the 'Subject' field
is closely related with 'Knowledge Base'. I'm kinda not sure what exactly i
need to put for the subject. Kindly explain. Tq.


"Henning B. Jespersen" wrote:

the subject field is a powerful feature as it forces you to use a subject
taxonomy to categorize your cases. This means you could report on number of
cases per subject.

Imagine if you were running Microsofts KB

your taxonomy would be a list of products then perhaps issues like
installation, configuration etc. By using subjects you can group all your
cases together thereby making it possible to see patterns in the cases such
as a new product that you have launched that seems to be getting lots of
support calls.

--
John O'Donnell
Microsoft CRM MVP
http://www.mscrmfaq.us


"Zaqry Omar" <ZaqryOmar@discussions.microsoft.com> wrote in message
news:254BB1C2-6D7D-4E8F-8F56-6F0A6314521C@microsoft.com...