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How Dynamics 365 Case Management helps you Manage Customer Queries

How Dynamics 365 Case Management helps you Manage Customer Queries

Nikita Rohira

What does great customer service mean to you?

It is supporting your customers in all the possible ways on time. For example, when they reach out with a question or problem, answering them instantly.

“Please hold while we transfer you. You are valuable to us.” This is not what they like to hear. No one wants to be put on hold for a long time. Studies show that 15% of customers hang up after waiting for 40 seconds.

It’s essential that you provide them with instant replies, which is challenging as customers prefer different channels for support. They may start their request via phone or call and then move on to other channels. Hence, you should integrate a Dynamics 365 Case management solution that ensures a seamless experience for you and your customers despite the communication channel. It connects everyone in the organization and helps your support team with all the information required to solve a case, including activity history and best actions.

Before we begin with the benefits case management has for your business, let’s examine case management in detail.

What is Dynamics 365 Case Management?

A case management solution lets companies collect all the information related to the cases. It tracks each case (question/request/issue reported by customers and requires resolution) from intake of the incident to remediation process and final resolution.

Dynamics 365 case management solution pulls all the cases in the database, identifies causes, and helps route them to the appropriate agents who can solve the case. It allows agents to categorize and manage cases. Other members such as the support team can analyze KPIs, including response time and resolution time. The service team can maintain a knowledge base to compile common queries.

Case management is important as one single mistake can lead to discrepancies. Long waiting hours, delays in case resolution, miscommunication in case management can escalate the support cost and even impact customer satisfaction, costing you a customer.

Dynamics 365 case management optimizes the business processes with quick access to information.

How Case Management Helps your Business

Case management is a holistic way to manage work and processes that are not repeatable. It enables you to address business challenges and manage unpredictable information-centric processes. Consider these impacts on your business.

Understand Customers Better

When you have all the information related to your clients in one place, you can quickly add case descriptions, view the cases in the list, deadlines, notes along with contact information, communication preferences, etc. All this information helps you focus more on customers and provide a personalized experience. Plus, your support team can collect rich insights about your customers, which can help analyze and offer valuable insights to everyone in the organization.

Automate the Tasks

While dealing with pen and paper, the chances of error are more. Notes can be misplaced, and documentation can be filled incorrectly. Dynamics 365 case management ensures that all the data information is collected appropriately so that everyone knows what steps they need to follow.

It uses automation to remove repetitive tasks from your support team’s tasks and helps them focus on priority tasks. For example, instead of explaining to customers – how to install the product, they can share the user manual or redirect them to how-to guides.

For basic questions, customers can view the FAQs. Instead of asking the support team, they can raise tickets themselves. You can generate forms automatically based on the information and then send them for digital signature.

Expedite Resolutions

One of the advantages of a case management system is that you can resolve the cases from anywhere. A cloud-based system makes all the data available at any time. Besides, it helps assign the cases to the right agent based on skill sets and availability. Customers don’t have to wait to get answers to questions as the team can access and help them even directly from a mobile phone.

This way, businesses can be available round the clock and improve the average handling time.

Other capabilities of Dynamics 365 case management include:

  • Effective workflow
  • Reduced costs, risk of errors, and hassles
  • Easy content search and organization
  • Fast decision making with personalized dashboard
  • Instant notifications and updates
  • Higher real-time insights and visibility

The benefits of case management are limitless.

Now, the question is – how to find a solution that has all the capabilities of case management and is tailored according to your business?

Go for Dynamics 365 Portal!

Yes, a portal that covers all the services that your business needs.

Check out below and learn about the features of the Dynamics 365 portal.

Core Features of Dynamics 365 Portal for Case Management

Dynamics CRM Portal comes with all the features required to deliver an exceptional user experience. Let’s look at the features and benefits of implementing it as case management.


Dynamics 365 portal allows you to reduce the volume of queries and cases with self-support. Your customers can raise tickets and track the status themselves without you. You can provide a knowledge base to resolve customer’s frequently asked questions. Portal can suggest related articles based on the keywords customers insert.

Simply put, with a knowledge base, you can answer the customer queries that they are yet to ask.

Single Point of View

Just like customers, your team has a single point of view. They don’t have to ask colleagues or track a document to resolve a case. They can access it from the portal with all the other information required for the case, such as contact details of the customers or documents for reference. They don’t need to switch between multiple software such as CRM and portal to access all the data from the portal.

Omnichannel Experience

The Dyanmics 365 portal enables you to meet your customers right where they are. It helps you communicate with customers and resolve their concerns in real-time, whether on the phone, message, call, or in-portal chat.

Customers can track their status and even continue the communication on their mobile phone after leaving the desktop.

Track Progress

Without a case management progress report, it’s challenging to know the success rate. Hence, the Dynamics portal helps you collect all the data about customer service requests and resolutions and track the progress via the case management module.

You can segregate the cases in different categories such as open, in progress, on hold, or closed. This will help you get an overview of the cases and whether the issues are being resolved on time.

You can measure the metrics, including average response time, overall resolution time, average case resolution time, and strategic decisions.

Role-Based Access

When all your data is safe, you have peace of mind. So, ensure that the portal provides you with role-based access. It lets your team and users access different entities based on their roles. Like, only the authorized people will have access to the high-priority cases.

It enhances security and helps manage cases by giving the right privileges and spam protection.

Smart Scheduling

The advantage of case management is that it helps assign tasks to the right person. Portal simplifies this with effective scheduling. It lets you assign tasks, cases and manage a team’s schedule from one place. You can view their tasks and even manage the appointments with a calendar.

Quick Support

With the Dynamics portal, you can create and manage community forums that help enhance the customer-to-customer and customer-to-service agent interactions. The interactions may be related to products/services and customers’ suggestions. For example, a customer having an issue can share it in the forum, and the one with the solution can help them out. With community, you can also be free of basic queries or repetitive cases. This way, your support team can focus on other priority cases.

In addition to these features, Dynamics 365 portal provides you with multi-language support so that you can help customers in the language they prefer. You can send emails and notifications to customers to keep them informed. Further, a centralized process reduces operational costs.

If you’re looking for a feature-rich portal, CRMJetty is the solution. We provide ready to integrate Dynamics 365 Portal with case management and even offer customization according to clients’ requirements. Here’s why you should go for CRMJetty Dynamics 365 Portal:

Improve Case Management with CRMJetty Dynamics 365 Portal

CRMJetty Dynamics 365 Portal is scalable and suitable for industries such as real estate, legal, non-profits, education, finance, and more.

You can learn more about the industries through our case studies.

The remarkable features of this portal are:

  • Drag and Drop Builder: You can personalize the portal by dragging and dropping the layouts, templates, and other entities. You don’t need to write even a single piece of code.
  • Multi-language Support: You can translate the content into various languages for your customers.
  • Role-based Access: You can assign roles to various users and grant access accordingly.
  • Real-time Synchronization: You can control all the entities between CRM and portal without switching from one system to another.
  • Smart Dashboard: You can segment your data with customizable, interactive dashboards and view the progress in real-time.

Knowledge base, community forums, mobile-friendliness are a few of the other highlights. We have 14+ years of experience in portal development and can help you build one exclusively for your business. For more details on portal development or about our services, get in touch with us by hitting the button below.

All product and company names are trademarks™, registered® or copyright© trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.

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