Create or edit a case

Can I do this task?

1. In the Navigation Pane, click Service, and then click Cases.
2. In the Records group, click New. Or, to edit a case, open a case from the list.
3. On the General tab, enter or modify information in the following boxes:
   • Title

     This information should include a general description of the problem. For example, if a customer calls about a problem with a late delivery, include the expected delivery date.

   • Customer

     To locate and select a customer, click the box beside the label. You can click the Lookup button to search for and select records.

   • Subject

     Selecting a subject for the case associates that case with similar cases. Associating cases helps you search for cases with similar problems and find related articles. To locate and select a subject, click the box beside the label and use the Form Assistant pane. If you don't see the subject you want in the list, ask your system administrator to add it. More information: Requesting User Interface Changes

   • Owner

     By default this is set to be the creator of the record. Click the Lookup button to search for other records.

   • Contract and Product Information

     Enter information about which contract and contract line the case applies to. Linking the contract and contract line to the case allows you to track allotment usage and verify that the customer is receiving the appropriate level of service. Also enter any applicable product information.

   • Assignment Information

     Enter information about how you want the case managed.

4. On the Notes and Article tab, enter all of the information that you have about this case and add related articles.
5. Click Save or Save and Close.

Notes

• The first time that you save the case, Microsoft Dynamics CRM assigns it a unique case number.
• When you complete an activity, be sure to record the amount of time that you spend on the activity in the Duration box. If this case is linked to a contract line, the durations of all of the activities for this case are tallied and updated automatically in the related active contract. The total, which includes the totals from any other cases relating to that contract, can be adjusted manually before billing the customer.