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RE: Cases - I want to keep track of the amount of time I spend on each case.
RE: Cases - I want to keep track of the amount of time I spend on each case.
- Scenario: One of our clients call in - they have 400 customers that we will be working with. They would like to know how much time we spend on each call? We are not technically billing them per call, but they still want to track it for whatever reason.
So we have all 400 customers in as an account. When they call for an Install or support we pull up the customer-create a new case-Action resolve case. / Service Activity
Now how do I keep track of the call time spent. - Do I hve to create a contract to handle time spent. Should I just change the Billable time manually when Selecting Action - Resolve case. (If so how do I show that time on a report.
I am having the worst time with this billing time stuff.....we are at the point that we are going to have type the time in manually in a field, but I would like to make proper use of the system.
Any suggestions would be greatly appreciated.
Thanks
Tammy
Answers
- Hi Tammy,
Let me take a shot at this problem. Since you in a CRM Online environment and it doesn't allow custom code, I believed the easiest route is to create a text box and have the user manually enter the time into the system.
If you want to do it automatically to stream line your process. I think the best route is to use the CRM activity types. then you can have your program write some JavaScript to retrieve all of the time from the activities associated with your case and put it on a custom field on the case.
For your reporting, you can just use Advanced Find to find the cases, then export the result to Excel. Lastly use Excel to figure out how much you going to bill the client.
I hopet his make sense.
Darren Liu | 刘嘉鸿 | MS CRM MVP | English Blog: http://msdynamicscrm-e.blogspot.com | Chinese Blog: http://liudarren.spaces.live.com- Proposed As Answer bydarrenliuMVP, ModeratorMonday, September 28, 2009 5:30 AM
- Marked As Answer byCRM OnlineMSFT, OwnerFriday, October 02, 2009 4:32 PM
All Replies
- Hi Tammy,
Let me take a shot at this problem. Since you in a CRM Online environment and it doesn't allow custom code, I believed the easiest route is to create a text box and have the user manually enter the time into the system.
If you want to do it automatically to stream line your process. I think the best route is to use the CRM activity types. then you can have your program write some JavaScript to retrieve all of the time from the activities associated with your case and put it on a custom field on the case.
For your reporting, you can just use Advanced Find to find the cases, then export the result to Excel. Lastly use Excel to figure out how much you going to bill the client.
I hopet his make sense.
Darren Liu | 刘嘉鸿 | MS CRM MVP | English Blog: http://msdynamicscrm-e.blogspot.com | Chinese Blog: http://liudarren.spaces.live.com- Proposed As Answer bydarrenliuMVP, ModeratorMonday, September 28, 2009 5:30 AM
- Marked As Answer byCRM OnlineMSFT, OwnerFriday, October 02, 2009 4:32 PM
