D365 Case Guide

Topics:

• How to create a Case
• When to create a Case in D365
• Reactivate Case
• Change ownership
• Resolve a case in D365
  

Answer:

Create a Case for the following case types:

• Comment
• Complaint
• Connected App
• Dealer Return
• E-commerce
• Installation / Specification
• Liability
• Parts Issue
• Pending Engineering Solution
• Pre-purchase
• Product Issue
• Product Replacement Request
• Promotion
• Registration
• Rework
• Serial Tag Replacement
• Servicer Report
• Special Authorization
• Technical Review
• Unit Exception
• Use and Care
• Warranty

Case Best Practices:

Create a Case for:

• New issue or new part order.
• Same issue, Caller Type (ex. Servicer instead of Owner) is different.
  • A Child may be created on the Parent Case under Outcomes for same issue, In Progress Case.
  • Alert the Owner of the Parent Case. 
    • From Case Timeline, + Email, Insert CS - Case Collaboration, update To, enter additional notes in body as needed, click Send.
• Create a new Case if same issue, Case Age >30 days.
• Exceptions: Always create a new case for a new Special Authorization,  Product Replacement Request, or Technical Review.
  • Do NOT escalate a Special Authorization or Product Replacement Request case.
  • Do NOT reactivate Techanial Review cases.

Reactivate a Case for:

• Same issue, same Caller Type, Case Age <30 days if requires follow-up work or escalation.
  • It is not necessary to Reactivate Case to Add Note to the timeline.
  • Exception: A new part order requires a new case and order.
• Modify a Special Authorization.
• Assign a Case to a Customer Advocate - Previous Case Closed.

Case Ownership Change for:

• Interaction received, Owner = Advocate, Product Support, Product Specialist, Technical Service Advisor.
• Reactivate Case, requires follow-up.
• Caller Type = Owner, same issue, same day.

+ Email (CS - Case Collaboration) from Case Timeline when: 

• Person calls to speak with assigned Owner of an Escalated Active (NOT Canceled or Resolved) Case. 
  • Do not create a new Case.
  • Email the Case Owner.
• New Technical Review Case. 
• New Field Operations Manager Product Replacement Request. 
• Escalation to one of the following: 
  • Product Support Email
  • Technical Service Advisor Email
  • Triage Team Email (New Case)

Resolve Case:

• When Case is complete (no follow-up needed):
  • Product Replacement Request should be left Active and set to Outcomes Processing. 
  • Field Partner Support resolves replacement cases.