As customer service teams work toward resolving service request questions and incidents, it’s important to maintain an accurate status value for each case to ensure that new cases are addressed in a timely manner and worked on until a resolution is identified. When a case is resolved to the customer’s satisfaction, customer service representatives can update the status of the case to Resolved, which will maintain the case record in the Microsoft Dynamics CRM database but remove it from the active cases view.
Before a case can be marked as resolved, all open, related activities must be completed or canceled. The duration value of each completed activity regarding the case will be totaled when the case is resolved, so customer service managers can track the amount of time spent working on the case.
In this exercise, you’ll mark the case created in a previous exercise as resolved.
Note
USE the Product Catalog Request case you created earlier in this chapter.
BE SURE TO use the Internet Explorer Web browser to navigate to your Microsoft Dynamics CRM Web site, if necessary, before beginning this exercise.
On the Case form toolbar, click the Actions menu, and select Resolve Case to mark the case as resolved.
In the Resolve Case dialog box, in the Resolution field, enter Catalog sent to customer. Leave 15 minutes selected in the Billable Time field.
Tip
By default, Microsoft Dynamics CRM includes only one status option for the Resolved case status: Problem Solved. This value automatically appears in the Resolution Type field in the Resolve Case dialog box. The status reason values for cases can be modified to match your business needs with the customization tools in Microsoft Dynamics CRM. Contact your system administrator for assistance.
Click OK to update the case status to Resolved.
All fields are saved and made read-only on the form. Microsoft Dynamics CRM automatically creates a Case Resolution activity that stores the details of the resolution in the case’s history.
In the left navigation area of the case, click History to view the completed activities for the case.
Open the case resolution activity. Note that the resolution and total time for the case are stored in the history for reporting and analysis.
