We are going to discuss the default out of the box case process flow that is there is Dynamics 365, however, you can also add new steps and change the process according to the customer needs.
Following is the flow:
- A case starts when a customer raises an issue or asks a question or sends a feedback. Now this can happen outside Dynamics 365 either manually or they could use Customer Service Portal to log the case.
- A case is created when customer calls a customer service representative or sends an email, or the case can be created automatically by when the customer logs the case via customer service portal. When the case is created, the status of the case is set to Active.
- The next step is to assign the case to the relevant person. The cases can be assigned manually to relevant customer service agent or automatically using the Case Routing Rules. So, the objective is to assign the case to a customer service agent who can resolve the case. The status of the case is still Active.
- The next step is research, where the customer service agent may call the customer or send an email or ask for more information to really understand the issue. Many a times when customer raises an issue it may not be clear and the customer service agent may need more information, or do internal research, to give the real solution to the customer. The status of the case is still Active.
- Next the case can be resolved once the research is done and the issue is solved, or the question is answered, or the feedback is taken and noted. The case is closed, and the status is set to Resolved.
- The other possibility (from Research stage) is that the cases was resolved by customer themselves and it is no longer required for the customer service agent to work on it then the case can be cancelled. The status is set to cancelled.
- If required, you can reactivate the case from the resolved or cancelled status. The status of the case is set to Active.