Case Management (Case study) – Return processing and use capabilities
This is a case study covering the implentation at a subsidery of The Heico Companies using case management in their return process. This use case covers how their entire return process is handled utalizing case management to capture the process, complete tasks and enter in quality notes and D365 associations. Using workflow to assign tasks which eliminates the need for phone calls and emails and enhancing their customer return effeciency. Case management also gives the users an overall look at everything that has already taken place during the return process to assist in decision making.
This session will cover aspects of set up for case management and for workflow. We will talk through additional opportunities with case management outside of the return management processing that The Heico Companies are using. Attendees will be able to understand the capabilities of case management and learn the main set up elements for case management to be used.
Learning Objectives:
- By attending this session, attendees should be able to define the elements of case management
- By attending this session, attendees should be able to give examples of case management opportunities
- By attending this session, attendees should be able to design a case management process with workflow
Speaker: Crystal Ahrens & Andrew Govan
Type: Breakout Session
Ability Level: 101 – New To
Primary Product: Dynamics 365 F&O/AX
Track: Manufacturing, Sales,Supply Chain
