Dynamics 365 cases
Find and update Dynamics 365 cases, add notes and associate a case with a visitor conversation.
What it is
You can work with Dynamics 365 cases while speaking to a visitor in INSIDE. Find a customer's cases, open the details, create or edit a case, change its state and add notes. The case can be associated with the conversation for later follow-up.
Who uses it and why
Operators use cases to record issues and work that continues beyond a conversation. Notes keep case-specific information in Dynamics 365.
Where to find it
Open the visitor's Cases panel. Select a case to see its details and Comments, or use Create Case to add one. Open in Dynamics 365 opens the case in the CRM.
Powerfront manages the case forms at Settings › General Settings › Dynamics 365, under Form Configuration.
How it works
- Link the visitor to the appropriate Dynamics customer so INSIDE can list related cases.
- Select a case, search for another case, or use Create Case.
- Confirm the Contact and enter the required case details. The supplied form includes Title, Description, Priority and State.
- Save the case. Creation can associate it with the conversation selected for the action.
- In the case details, enter a comment title and body, then select Post to save a note.
For an active case, select Resolved or Cancelled and use Update. Resolving opens Close Case, where Case Resolution offers Problem Solved or Information Provided. Editing a case to resolved also requests a resolution when one has not been supplied.
Configure it
Ask Powerfront to prepare Create Case and View Case under Form Configuration. A user with the Settings or Manager role can check the operator's Dynamics 365 Email mapping at Settings › Account › Operators. Your Dynamics administrator must also permit the relevant case and note operations.
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Contact | Dynamics 365 case form | Yes | Identify the customer for the case. |
| Agent | Dynamics 365 case form | Yes | Show the case's operator ownership selection in the supplied form. |
| Title | Dynamics 365 case form | Yes | Give the case a short title. |
| Description | Dynamics 365 case form | Yes | Describe the customer's issue. |
| Priority | Dynamics 365 case form | No | Choose Low, Normal or High in the supplied form. |
| State | Dynamics 365 case form | No | Choose Active, Resolved or Cancelled in the supplied form. |
| Case Resolution | Close Case | Yes | Choose Problem Solved or Information Provided when resolving a case. |
Limits and good to know
- A case needs customer details. Case creation cannot proceed without its contact information.
- The supplied note box accepts up to 4,000 characters. An empty body cannot be posted; an omitted title is saved as Note.
- The note entry area is hidden when the operator has no mapped Dynamics user.
- The case's status reason and state are separate Dynamics values. Resolving a case requires the resolution choice.
- A Dynamics case and an INSIDE conversation activity are separate records.
- Case notes are CRM notes. Posting one does not send a chat message to the visitor.
Depends on and works with
View all connections as a list
This feature uses
- Starting, ending and expiring chatsEnhances
A case can be associated with the current or selected conversation.
- Dynamics 365 connection and customer recordsRequires
Case operations need the Dynamics connection, customer details and mapped operator.
- CRM form field configurationConfigured by
Create and view case forms determine the case fields available in INSIDE.
- Custom CRM integrationEnhances
A custom CRM integration can change Dynamics case creation and updates.
Used by
- Visitor and conversation information panelsEnhances
An enabled Dynamics 365 integration can provide case information and actions.
- DispositionsEnhances
Configured Dynamics case synchronisation can receive disposition changes.
- CRM form field configurationEnhances
Dynamics case actions use these forms.
- Custom CRM integrationEnhances
Dynamics case operations provide custom integration points.
FAQ and troubleshooting
Why is the case list empty?
Link the visitor to the appropriate Dynamics customer first. There may also be no cases for that customer.
Why can I not post a note?
Check that your operator has a Dynamics 365 Email mapping and that you entered a non-empty comment. Ask your Dynamics administrator to check note permissions if the write fails.
Why am I asked for Case Resolution?
Changing a case to Resolved requires a resolution. Choose the appropriate option in Close Case.
Can I reopen a resolved case from the status selector?
The case detail selector is offered for active cases. Use Open in Dynamics 365 for other transitions permitted by your Dynamics setup.