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BBCG.14.03.D365.2.PDF: Configuring the Sales and Marketing within Dynamics 365 SCM (Second Edition) - Module 3: Configuring Case Management (Digital)

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The Waterdeep Trading Company is the purveyor of all the finest adventuring supplies to travelers, rogues, wizards, and clerics in all Faerûn and is headquartered in the great city of Waterdeep on the Sword Coast.

Recently they have been experiencing a massive upswing in the traffic through their store and have realized that the old quill and scroll-based financial system will not scale anymore. The manual supply chain management processes that they are using will not handle their forecasted future demand.

As a result, they have taken the step to modernize their finance and supply chain systems and implement Microsoft Dynamics 365 to manage all their legal (and not so legal) entities. And the following is a journal of how they set up their system and tweaked it to make it work perfectly. The Sales and Marketing area within Dynamics 365 Supply Chain Management allows us to manage and track customer contact information and marketing activities.  It also allows us to manage all your sales order activities within your organization.  It is where we can configure our sales hierarchies, enabling us to organize all your products into more manageable groups.  We can also initiate sales orders, manage the changes to the orders, and manage all our standard pricing and discount masters. These transactions then feed into the Accounts Receivable module, making the whole sales cycle seamless.

The Sales and Marketing area within Dynamics 365 does more than just track Customers, Sales Orders, and Invoices.  It has a lot of CRM functionality that allows you to track Activities, Cases, Contacts, Prospects, Opportunities, Leads, Campaigns, and Telemarketing Call Lists

In most cases, it is just as good as (if not better than) any other stand-alone CRM systems, mainly because you don’t need to buy any more licenses or load any more software because all the functionality is delivered with the system. If we want to step up your game a little more than just tracking Activities, we may want to configure the Case Management features within the Sales and Marketing area.  Cases allow us to record issues and incidents within Dynamics 365 Supply Chain Management associated with multiple elements such as Customers, Prospects, Products, Vendors, etc. We can also track various activities.  In addition to that, we can create standard process flows for managing the lifecycle of the cases and even associate workflows with the case management process.

This module will show how to configure Case Management to track account issues.

Topics Covered

  • Defining Your Standard Case Categories
  • Configuring Default Case Processes
  • Loading Knowledge Articles
  • Creating Cases For Customers


Series: Dynamics Companions Bare Bones Configuration Guides

Guide: Configuring Sales and Marketing within Dynamics 365 SCM

Digital: 176 pages

Publisher: Blind Squirrel Publishing (May 24, 2022)

Language: English

Product Dimensions:  8.5 x 11 inches

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