Case

Management

Process

User Guide

Mohamed BENJID

Contents 1. Creation of a Case .....................................................................................................................................................2

1.1. Creation of a new Case ................................................................................................................................2

1.2. Association of a Case process..................................................................................................................3

1.3. View case process activities.....................................................................................................................3

1.4. User activities...................................................................................................................................................4

2. Case completing :......................................................................................................................................................6

2.1. Submit the case for validation................................................................................................................6

2.2. Closing the case ...............................................................................................................................................6

3. Case Workflow and Process: .............................................................................................................................7

3.1. Case Workflow .................................................................................................................................................7

3.2. Case Process : ...................................................................................................................................................8

4. Exercise: ........................................................................................................................................................................9

1. Creation of a Case

1.1. Creation of a new Case

Go to the Portal and click on: Home Common Cases

The screen of the case will show automatically, fill the modnatory information about the case :

If there is any Knowledge article specify it the knowledge articles part and save.

1.2. Association of a Case process

Once the case process is associated to the case we can automatically get the activities steps

launched on the case:

1.3. View case process activities

Click on: Activities View activities

You will get this screen:

1.4. User activities

Each user can view his own activities by going to:

By opening the role center and clicking on : my open activities

Or directly from AX :

Each user can close his own activities and see the activity relationships :

2. Case completing :

2.1. Submit the case for validation

Once the case is created open the case and submit it for validation:

2.2. Closing the case

Once the all the case activities are completed and closed the responsible to give the answer to

the KAM can say if the case is answered or note and can close the case.

Go to the case and verify the activities closed, the transaction log and choose a case resolution

and mark as complete.

3. Case Workflow and Process:

3.1. Case Workflow

You find the case workflow in the menu :

Click on edit button to view the case workflow:

3.2. Case Process :

To view the list of the case process already setup in the system go to:

Sales and Marketing Setup Cases Case processes.

The system will show you this screen:

4. Exercise:

Monika:

Create a Case for Logistics

Add attachment to the case (Association – Purchase Order -)

Submit for validation and treatment.

Katalin:

Check Notifications – Message received –

Take a look to the activities and verify that all the activities are closed

Check the association Field.

Put a resolution.

Complete workflow.