Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

Case Management across Multiple Departments

  • 1.  Case Management across Multiple Departments

    Posted Apr 12, 2021 08:20 PM
    I'm looking for some expertise or best practices for handling multiple use cases for case management in D365. We are implementing case management in our customer service department but already use cases for a small custom quoting team in another department. Does anyone have experience with isolating case management experiences for different types of agents in different parts of their organization? My first thought was to create a second app for the second team. However, there is also the possibility of putting everyone in the same app and gating access to the form or business process flow using security roles. Does anyone have some best practice or gotchas that can help guide our us?

    Bonus info: We are planning to integrate D365 CE with our softphone.

    Thanks in advance!

    Rosemarie Cordell
    Business Analyst

  • 2.  RE: Case Management across Multiple Departments

    Posted Apr 13, 2021 08:40 AM
    Hi @Rosemarie Cordell,

    It sounds like no matter what, you will need to configure multiple forms controlled by security roles.  The next question would be: what is the amount of other customizations between the two departments?  If the difference is minimal, I would say you can get by with one app shared by both teams.  If they use a good amount of different forms and views then I feel it would help to create two separate apps and controls which forms and views are in each app.  I know that's a bit of a vague answer, but I do believe it depends on the amount of different views/forms/etc.   Hope that helps a little.​

    Ben Edgren
    Solutions Architect - Business Intelligence
    Hufcor, Inc
    Janesville WI

  • 3.  RE: Case Management across Multiple Departments

    Posted Apr 13, 2021 10:49 AM

    I have run Call Centers for 10+ years and have been building CRM solutions for 20. Very familiar with these types of issues. I have the same issue and use Queues to separate the two departments. Both departments are fairly similar so it works out pretty well. We use a Business Process that walks the user through the needed fields based upon the type of call it is. As the types used by the business units are interchangeable, this solution works for us.

    I could also see building out 2 forms and giving security to each team for the form that fits their business requirements. This would not be a need to create another app, everyone could use the same app if kept vanilla enough.

    It just depends on how custom you want the solution to be. For one group of users I have created their own app because I can give them a direct link to the team dashboard they use. This has been a tremendous success for us as our users are not in CRM every day. This way they don't have to look through all of their dashboards to find the one they want.

    Good luck. Hope that helps a little.

    Anthony Roth
    Director of Business Systems
    California Hospital Association
    Sacramento CA

If you've found this thread useful, dive deeper into User Group community content by role