Customer Engagement & Dynamics CRM Forum

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Custom Entity for Simple Cases

  • 1.  Custom Entity for Simple Cases

    SILVER CONTRIBUTOR
    Posted 26 days ago
    Edited by Johnny Bolton 26 days ago
    We would like to start tracking support issues in Dynamics.  I've considered using Cases because our service team doesn't use them but I don't need all the features and would need to remove many of the form fields and out of the box features with cases.  I'm also considering the fact that MS may add features to the Case entity in the future that I would like to take advantage of.  Any lessons learned either way - where you are using cases and it's not working well or you are using a custom entity and wish you had used cases?  We would like to use Knowledge Articles with either one.Thank you

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    Johnny Bolton
    Project Manager
    State Volunteer Mutual Insurance Company (SVMIC)
    Brentwood TN
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    Academy - Online Interactive Learning from Experts


  • 2.  RE: Custom Entity for Simple Cases

    MICROSOFT MVP
    Posted 23 days ago
    Hi John, I've made this decision lots of times. Very occasionally I will use a custom entity. I might be using custom case entities more in the future given that we can no longer buy the Customer Engagement plan license. A custom entity makes sense for simple case management.

    If you're going to buy Dynamics 365 Customer Service, then it usually makes more sense to use the system Cases entity. One objection I've had in the past is the case resolution dialog, but now that it's customisable, my objection has softened.

    There are so many standard integrations between cases and other parts of Dynamics 365 (knowledge management, SLAs, portals, Customer Service Insights, etc.) that you'll miss out on if you go custom. Any third-party integrations will usually assume you're using cases so it might be more difficult/impossible to use their integration if you go custom (e.g. social media integrations, telephony integrations, etc.).

    Sure, you might need to hide some of case's user interface components if you don't need them, but you'd have to configure other user interface components if you go custom.

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    Neil Benson, MVP
    Customery
    Brisbane, QLD, Australia
    Take my free mini-course Agile Foundations for Microsoft Business Apps https://customery.com/foundations
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    Academy - Online Interactive Learning from Experts


  • 3.  RE: Custom Entity for Simple Cases

    SILVER CONTRIBUTOR
    Posted 23 days ago
    Neil,

    Those were my concerns so appreciate you confirming them.

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    Johnny Bolton
    Project Manager
    State Volunteer Mutual Insurance Company (SVMIC)
    Brentwood TN
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 4.  RE: Custom Entity for Simple Cases

    MICROSOFT MVP
    Posted 22 days ago
    @Neil Benson You say that "we can no longer buy the customer enagement plan", but you can buy the equivalent which is Sales Base with Customer Service Attach for the same monthly cost.

    I realise that you won't get Field Service and PSA though.​

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    Feridun Kadir
    Principal Consultant, MVP
    Expert CRM Services Ltd
    Stansted
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    Academy - Online Interactive Learning from Experts


  • 5.  RE: Custom Entity for Simple Cases

    MICROSOFT MVP
    Posted 22 days ago
    Hi Feridun, I appreciate Johnny's question wasn't directly about licensing, but under the previous licensing program there was a stepped discount for Customer Engagement Plan license, but there is no built-in discount for the new licensing. You have to negotiate it. So while it might appear that one Sales base + Customer Service attach license looks like the same cost as one Customer Engagement plan license, the numbers are very different at 150+ users.

    ------------------------------
    Neil Benson, MVP
    Customery
    Brisbane, QLD, Australia
    Take my free mini-course Agile Foundations for Microsoft Business Apps https://customery.com/foundations
    ------------------------------

    Academy - Online Interactive Learning from Experts


  • 6.  RE: Custom Entity for Simple Cases

    MICROSOFT MVP
    Posted 22 days ago
    Neil, that is true. I had forgotten about removal of the tiered pricing.

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    Feridun Kadir
    Principal Consultant, MVP
    Expert CRM Services Ltd
    Stansted
    ------------------------------

    Academy - Online Interactive Learning from Experts


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