Use Cases for Dynamics 365 Finance Case Management
Question
A company plans to implement the case management feature of Dynamics 365 Finance.
You need to describe the scenarios in which you should use the case management tool.
Which three scenarios should be used? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answers
Explanations
Click on the arrows to vote for the correct answer
A. B. C. D. E.CDE.
https://docs.microsoft.com/en-us/dynamics365/unified-operations/fin-and-ops/organization-administration/casesSure, I'd be happy to explain the scenarios in which you should use the case management tool in Dynamics 365 Finance.
Case management is a powerful feature in Dynamics 365 Finance that allows organizations to manage and resolve customer issues efficiently. It is designed to track and manage the entire lifecycle of a customer issue or problem, from the initial request or inquiry to resolution and closure.
Here are the three scenarios in which you should use the case management tool:
A. Since case activities can be assigned to different people, a case can use workflow. Workflow enables you to automate and streamline business processes, including case management. By using workflow, you can create a set of steps that define how a case is processed and assign those steps to different people or groups of people. This ensures that cases are handled in a timely and efficient manner, and that nothing falls through the cracks.
For example, if a customer submits a complaint through the company's website, you can set up a workflow that automatically creates a case and assigns it to a customer service representative. The representative can then follow the steps in the workflow to resolve the issue, and the system will automatically notify the customer when the case is closed.
B. Although the sales module already has return-order functionality, case management is still used for customer returns and claims. The sales module in Dynamics 365 Finance includes functionality for handling returns and claims, but sometimes these processes can be complex and require additional steps. For example, if a customer receives a product that is damaged or defective, they may need to provide additional information or documentation to support their claim.
Case management allows you to track and manage these types of customer issues and ensure that they are resolved quickly and efficiently. You can create cases for customer returns and claims, assign them to the appropriate people, and track the progress of each case to ensure that it is resolved to the customer's satisfaction.
C. Knowledge articles used by case management are associated with specific functional modules. Knowledge articles are an important component of case management in Dynamics 365 Finance. They are designed to provide customers and customer service representatives with information that can help them resolve issues quickly and efficiently.
In Dynamics 365 Finance, knowledge articles are associated with specific functional modules, such as sales, marketing, or customer service. This ensures that the articles are relevant to the specific issues that customers may encounter.
For example, if a customer is having trouble with a product they purchased, they can search the knowledge base for articles related to that product. If they don't find what they're looking for, they can create a case and ask a customer service representative for assistance.
In conclusion, case management is a powerful tool in Dynamics 365 Finance that can help organizations manage and resolve customer issues efficiently. By using workflow, handling returns and claims, and leveraging knowledge articles, companies can provide better customer service and ensure that customer issues are resolved quickly and effectively.
