The following screenshot shows some of the key information and activities that a representative can perform on the case:
On the related subgrid section, the representative can browse for Knowledge base articles and a list of cases similar to the current case. The criteria for defining similar cases is configured in Dynamics CRM. The following screenshot shows the Knowledge base articles, with respect to the current case:
The DETAILS section of the case form provides general information about the case. The user can also edit the information by just clicking on the field he/she wants to edit:
Now, let's have a look at the CASE RELATIONSHIPS section. It provides a list of Merged Cases, Child Cases, and Associated Knowledge Records:
The Service Level Agreements (SLA) section provides a list of the associated SLAs with the Case:
In certain cases, there could be a Business Processes associated with the Case. As illustrated in this example, the Case is going through a business process with Identify, Qualify, Research, and Resolve as the possible stages. A flag indicates the current stage. The customer representative can move to the next stage by clicking the Next Stage button. Take a look at the following screenshot:
Like in Dynamics CRM, the customer representative can execute various functions, such as resolving the case, converting it to a Knowledge base, and so on.
