Does anyone know of a good way to create workflows to monitor how long a case has been open in CRM? I'm trying to understand how I can use workflows to monitor all open cases and determine when they have gone into breach. I'm using CRM as a help desk for my organization. Any help would be great!
The answer depends on what you want to happen when breaches occur. If you'd like to know on a case-by-case basis then a workflow is probably best.
As a simple example, create an automatic workflow that starts when a case is created. Then wait until the SLA time has expired or a follow-up date arrives. If the case is still open then take some action (e.g. send e-mail to owner or owner's manager).
Another approach would be to run a periodic report, perhaps advanced find perhaps a reporting services report, that simply lists cases that are still open that shouldn't be.
A lot of people get very excited about workflow and service level agreements but I find that if you closely quiz what they actually want to happen, a simple report may be all that is needed.
For example a ticket/case is created the priority is set to high which that ticket/case should be responded to or assigned to someone within 4 hour response. If the ticket is not assigned or acknowledge within 4 hours I would need to have email sent to manager for esculation. Is CRM able to keep track of time not just a follow-up date?
- 已标记为答案 Ronald LemmenMVP, Moderator 2009年4月25日 18:09