A Case is a single incident of service raised by the customer. It can be an issue, query or a feedback. The customer service representative will work on this incident and try resolving the case.
A Customer (Account or Contact) can raise multiple cases in Dynamics 365. There is no limit on how many cases can be raised. However, there might be restrictions based on Service Level Agreements (SLA) signed with the service provider. These cases can have different statuses as well.
Views allow users to see multiple cases at the same time (active cases, my cases, closed cases, etc.)
Let’s have a look in Dynamics 365:
- Open Customer Service Hub in Dynamics 365.
- Click Cases in the Navigation bar.
- This page shows the cases as per the view selected. For example, the current view show “My Active Cases”, i.e. all the cases assigned to the user currently logged in.
- Similarly there are many other views which can be useful in you day to day activity. You can also Pin the view to be you default view when you open the Case list.
- Note that each View has different filtering criteria and can have different number of columns relevant to the view.