¶ Introduction
Advanced case management is used to record, update, track, follow up on and close issues raised by Workers and/or Customers.
Cases can be used within multiple modules of D365 Finance and Operations such as Customer service, Purchasing and receiving, Human resources and payroll, Auditing and Collections. Via GRC it also extends to Medicals (occupational health) as well as Treasury (creation of loans & investments).
- Cases will originate from the Dealerships; the dealer is seen as the customer who logs the case. The actual customer using the machine on site will never log a Case, it will always originate from the Dealership. The call would be received via telephone call or an email that is typed into D365 Case management. Later on, as a separate phase we can look at using Email-to-case. Where an email is automatically converted into a case via the Axnosis developed ticket 365 (T365).
- Cases must automatically be assigned to the Responsible person based on Model group and Machine. There is a predefined list for this assignment.
- After a Case has been created, the fields must not be open for editing nor must the Case be deleted in any way. The Case must be cancelled and re-created if needs be.
- An Email of the newly created Case will be sent (manually from inside D365) to the Responsible person if the Created by differs from the Responsible person.
- Case resolution time -> Case date/time created until Case date/time closed.
- First response time -> Case date/time created until 1st Activity date/time logged against the Case.
- For proper reporting and “case performance” it is essential that users do proper feedback by logging symptoms, faults, causes and resolutions.
- Possible later use of Portal for dealers to load new Cases themselves, but as this will attract additional user license costs, we strongly advise to use the Email-to-case module.
¶ Navigation
¶ Specific setups
These are required and will be covered below:
- Number sequences
- GRC parameters
- Organization email templates
- Priority
- Case categories
- Asset management
- Case processes
¶ Step 1: GRC parameters
Axnosis has increased case management functionality as part of its Governance, Risk and Compliance suite. As an extension to quality management, Advanced case management has been added.
Go to: GRC > Setup > Governance, risk and compliance parameters
- Open the Quality tab
- Expand the Quality management Fast tab
- Enable Advanced case management
¶ Step 2: Setup Organisation email templates
A Document pack is used to group multiple documents together. These documents normally support tender and contracting activities. Thus when a set of templates is needed for a tender, they can be referenced on the RFQ by using a Document pack. Additionally, a list of recipients can also be added to the pack. This is useful when needing to send a set of documents to a bid committee.
Go to: Organization administration > Setup > Organization email templates
Go to: GRC > Setup > Governance, risk and compliance parameters
- On the Notifications tab for the Auto escalation – enter the default email address to be used as well as the email template
¶ Step 3: Setup Priority
Teams are a collection of workers (and system users) who are getting together for a temporary assignment, for example a bid adjudication committee.
Enter a code or name for the priority of a lead record. For example, you can define High, Medium and Lowpriorities for a case, or Critical, Emergency, High impact, Medium Impact or Low impact.
Go to: GRC > Governance > Setup for governance > Priority
¶ Step 4: Setup Case categories with Person / Team
When designing a case hierarchy for your business, the first step is determining how each business process will fall into Case Categories. Think of Case categories as a tiered structure in which your ad hoc business processes can be centralized. For example, categories can be broken down at the highest level into 3 categories: Assets, Audit and Contracts. This is a simple example, but cases can be used across a variety of functional business departments. (for instance General, Service, Collections)
Go to: GRC > Governance > Setup for governance > Case categories
- Select the relevant Case category
- Expand the Worker assignment Fast tab
- Click on the Add button and add select the relevant Team from the dropdown list
The Category type has to be Service
Cases are grouped according to the Category type, and can be found under specific menu items. E.g. All audit cases
¶ Step 5: Setup Asset management (Case fault groups)
Grouping of Symptoms, Fault area, Fault types, Causes and remedies set up under the Asset management module.
Go to: Asset management > Setup > Fault > Fault symptoms
Go to: Asset management>Setup>Fault>Fault areas
Go to: Asset management > Setup > Fault > Fault types
Go to: Asset management > Setup > Fault > Fault causes
Go to: Asset management > Setup > Fault > Fault remedies
Go to: Asset management > Setup > Fault > Fault designer
Fault symptoms, areas and types are added to the Fault designer form
- The Fault designer form doesn’t allow you to create a new Asset.
- To create a new asset type
Go to: Asset management > Setup > Asset types > Asset types
- To create a new asset
Go to: Asset management > Assets > All assets
¶ Step 6: Setup Service Level Agreements
In order to create the right urgency and provide proper expectations of when a task (or stage) should be completed, service level agreements are used. They are used on case categories and can be created as a default or manually entered on an individual case basis.
Go to: Service management > Setup > Service agreements > Service level agreements
This is the preliminary setup. The next step is to set up a case process on how you want a process to be handled
¶ Step 7: Setup Case processes
Processes help guarantee consistency in cases, and also help employees resolve cases faster and more efficiently. You can set up a process for each case category that cases are assigned to. Although planning a separate process for each case type takes time, case resolution will go much more smoothly if the processes are planned out.
Go to: Organization administration > Setup > Cases > Case processes
- Enter a case name, description and case type
- Define responsibilities. These responsibilities determine which departments or sub-departments will have a role in the case process.
Case processes: There should be a one-to-one relationship between a Case category and a Case process. The same Case process can be used across multiple categories; it may make sense to do so if you would like to segregate similar cases by department for reporting purposes.
Case levels: The various stages in a case process are defined as levels. Within these levels, multiple default activities can be assigned. Depending on the importance and flow of the case, these activities can be set as required, which forces the user to complete that activity before moving on in the case. Notes can also be added about what must be done.
- Click on the Process tab and select details
Case activities: Within a case level, default activities can be assigned that are commonly completed during a case. The choices for activities include appointments, tasks, action items, and events. Once again, these activities can be assigned to specific members of an organization, which can then be placed into a work queue. Once the case is opened, activities can always be added on the fly to any case level.
¶ Daily use
¶ Step 8: Creating a case
After case setups are completed, employees with the appropriate permissions can create cases as issues are raised.
Go to: Common > Cases > All Cases
- Click on the New button and select Case
On the New case dialog, under the General Index tab, enter the following information:
- In the Name field, select either a Customer, Employee or Vendor
- The Case category dropdown provides the default case information, drives downstream reporting, and provides consistency across cases. This is a mandatory field
- The Status dropdown defaults to “Opened”, but can be changed to “In progress” upon creation
- The Priority dropdown provides rank of importance
- Select a Parent case from the dropdown list if a case is dependent on the outcome of another case. The Parent case field does not drive functionality but provides a reference that the case is related to another case in the system
Open the Other Index tab and enter the following information:
- In the Department field, select the department responsible for the case. The department can be inherited from the Case category selected
- In the Employee responsible field, select the person who is assigned to the case
- Select the Service level agreement from the dropdown list. The SLA defines the default time allotted to complete the case
- In the Case process field, select the steps that the employee will take to complete a case. A default Case process can be setup for each Case category
The Case log Index tab:
- Activities that have been created and are linked to a case, are recorded here. Communications can manually be added to track the ongoing discussions that happen with customers, vendors, and employees during the case lifecycle. Any changes to the case stage are tracked in the case log.
- Click Create
¶ Step 9: Add more detail to a case
¶ 9.1: Maintenance use case
To access all cases
Go to: Common > Cases > All cases
- Select the Case you need to add more detail to by clicking on the Case ID
- Users can record information under the Symptoms, faults and remedies Fast tab
- The dropdown values are limited based on the case category setup. This reduces random data being entered
- Correct setup will ensure context correct data
- Users can record user definable issues and sub-issues per case
Note, the ability to record Geo tags is useful for PowerBI reporting
By using the Create work order button in the Action pane, users can create a Maintenance work order from the case
¶ Step 9.2: Treasury uses cases
Users can capture the following per case under the Treasury Fast tab:
- Loans, cash and non-cash investment details
- Then, using the Add to treasury button in the Action pane, users can create loans or investments
- The result of these created TMS transactions are recorded under the Associations Fast tab
For Treasury to work, the G2T model is required and from a setup point of view, users must work with cases of Category type = “Treasury”
¶ Step 9.3: Medical uses cases
- Users can capture the following per case under the General Fast tab:
- The worker for whom the medical assessment is going to be created/requested/followed through
- Then, by using the Open medical record button in the Action pane, users can create a medical consultation inside the HSE module
- The result of this created medical consultation is recorded under the Associations Fast tab. Users can also manually link other medical records such a fitness results
- Users can create escalations on the case under the Escalation Fast tab
- Users can also add other detailed information required for a case
- Other Fast tabs where additional information can be added:
- Service Level Agreement (SLA) - If the case is upgraded to a higher priority we can recall the SLA and assign a shorter time frame.
- Case log
- Associations – any additional documents that are linked to the case
- Knowledge article
- Administration
- Governance
- RACI (Responsibility matrix)
Service Level Agreement - If the case is upgraded to a higher priority we can recall the SLA and assign a shorter time frame. Each time we recall an SLA, D365 prompts the user for a reason code, and all SLA related changes are tracked in a transaction log. Similarly, if the case is taking longer than expected for reasons outside our control (pending customer response), we can stop the SLA so that the case does not appear as overdue. A reason code is also required for any stoppages and can be tracked downstream to better evaluate your customer service professionals
¶ Step 9.4: Incidents and Investigations use cases
- Launch an Investigation from the case
- On the Action pane, in the Advanced group, click on the Launch an investigation button
- The new investigation ID and Name will be displayed under the Associations Fast tab
¶ Step 10: The Workspace
Go to: Common > Advanced case manager
- From here you can create a new case, view all cases in your current legal entity, view due and overdue cases
- You can also get a graphical view of cases by priority and cases by status
- Under the Trading partners case summary section, the user can filter on Vendor or Customer
