Case management in D365 F&O

  • Crystal Ahrens

    Organizer
    May 10, 2023 at 5:50 am

    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

    • Rohit Sharma

      Member
      May 12, 2023 at 1:31 pm

      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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