Product Replacement Case in D365

Topics:

• Process a product replacement request
• Create a D365 product issue and replacement request case
• Complete a Dynamics Cabinet Replacement case

Answer:

1. Create a Parent Case for Product Issue.
   
2. Click Outcomes.
3. Create a Child Case:
   • Case Title: Issue with Product
   • Case Type: Product Replacement Request
   • Description: Details of negotiation
   • Service Company: Select company
   • Confirm Caller Account, Caller Contact, Customer Account, Unit, and Location.
   • Save.
4. Click Product Replacement to initiate negotiation.
5. Return to the Product Replacement Request Case.
6. Enter the following on the Child Case Details (Child) tab:
   • Offer Type: Select from dropdown
   • Offer Accepted: Yes.
   • Offer Amount: $ Amount (0 for no charge).
   • Save.
7. Product Replacement Request Case Status Reason: Outcomes Processing.
8. Save and Close.