Dynamics 365 F&O/AX
Dynamics FO / AX
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Case management in D365 F&O
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Case management in D365 F&O
<div>H All:</div>
We are attempting to use Case management in D365 F&O. We want to start with Case Management as a light-touch tool for our collections group.
Please share any experiences on this. The business is ask is light – we need the ability to track connect & communications with customers. We also want the ability to access Cases after they have been Closed.
We understand that for collections, the “general/standard” case management can be used; but only for cases with a category “Collections”. Source of information:
https://www.loganconsulting.com/blog/case-management-in-d365-for-finance-and-operations-part-1/
https://www.loganconsulting.com/blog/case-management-in-d365-for-finance-and-operations-part-2/
Are there better docs available that can guide us though this process?
Thanks
Rohit
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2 Replies
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Happy Day:
Do you have any User stories document or requirement you can share? MS learn can better share customer scenarios and Service hub maybe a better lighter touch depending on the user stories. Case management overview – Finance & Operations | Dynamics 365 | Microsoft Learn
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Thanks for the response! Thanks for mentioning “Service Hub” – we will review this option.
Our base usage story:
Our Customer (CustomerA) has unpaid invoice that appears on the AR aging report
Our Collections group (Jane) initiatives contact with CustomerA representative. Jane records this initial contact.
Jane records all follow-up on this “case” (reason for delay, expected date when invoice payment will be received etc.) in the system.
Jane needs access to historical case data for CustomerA, so prior lessons are applied to this case.
If the “case” needs escalated, Jane records contacts with other parties form CustomerA.
Once the “case” is resolved, Jane closes the case with comments to help future interactions with CustomerA.
Currently Jane is making notes on the AR Aging Report to keep in the know of what’s going on.
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