Microsoft Dynamics CRM Quick Reference for a

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Create a new case

A customer care representative can easily create and manage cases

using Microsoft Dynamics CRM. To create a case, do this:
1. On the nav bar, click Microsoft Dynamics CRM > Service > Cases.
2. Click New Case. For a phone support case, click Phone Support.
3. On the case form enter the case information.

Resolve a case

Assign a case to someone else

•

Find and open the case you’d like to assign > Assign and then
select who you want to assign the case to.

Customer Care Representative

4. Click or tap

2. Click or tap

1. Click or tap

1. Click or tap

2. Click or tap

3. Click or tap

3. Fill in the required

information

Find the customer

1. To find a customer, in the Customer field, type in a few letters of the

customer’s contact info and press Enter to search for records. If
there’s no record, click New and add the customer info

2. Click or tap the Contact lookup button and select an existing contact

for the case or click or tap New in the inline lookup results to create a
new contact record.

Before you create a new case, check for existing cases

• From the Identify stage in the process bar, click or tap Find Case field

and in the lookup button and select an existing case or click or tap New.

Add activities, phone calls, and notes…

•

Click or tap Activities > Add Phone Call or click or tap Notes to
add your case activities and notes.

1. Enter contact info

2. Enter the

contact's name

Look for similar cases

When you’re working on a case, you can look at similar cases, to see if
they can help you resolve the case you’re working on.

2. Click or tap

1. Click or tap

3. Use the search

To look up similar

cases

4. Click or tap

Click or tap

to add activates

1. Click or tap

2. Use the

search

to look for

existing case