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How to assign CASE to a department RRS feed

  • Question

  • Hi Everyone,

    I need guidance in a scenario. My Client call center agent create case on the bases of Product category. As soon as He/She saves the record that case automatically assign to concern product department USER.

    What my client want is that the case will automatically assign to that Product Team - (Business Unit). from that team any one can pick the case and assign it to himself and start working.

    Can any one tell me How can I do this.

    Regards,

    Asif Fattah


    Project Manage - Microsoft Dynamics

    • Changed type Asif fattah Wednesday, May 28, 2014 4:18 AM
    Wednesday, May 28, 2014 4:10 AM

All replies

  • Hello Asif,

    I would suggest to use one of 2 approaches:

    1. Use Teams, i.e. create number of teams by your departments and assign case to that team. User will be able to filter data and get correct case to work with.

    2. Use Queues, i.e. number of queues by your departments and assign case to that queue. User will be able to filter data and get correct case to work with.


    Dynamics CRM MVP/ Technical Evangelist at SlickData LLC
    My blog

    Wednesday, May 28, 2014 4:31 AM
    Moderator
  • Hi,

    I would suggest you can use team concept or access team or queues or using workflow you can assign automatically to particular business unit team.

    http://crmbusiness.wordpress.com/2014/05/15/crm-2013-mb2-703-access-teams-and-access-team-templates-how-to-use-them-and-key-facts/

    http://blogs.msdn.com/b/crm/archive/2013/06/13/using-teams-to-solve-complex-record-sharing-scenarios.aspx

    http://www.microsoft.com/en-us/dynamics/crm-customer-center/find-what-s-assigned-to-you-in-a-queue.aspx

    https://community.dynamics.com/crm/b/rockmycrm/archive/2013/06/24/working-with-queues.aspx


    Thanks & Regards, MS CRM Consultant, V.Surya. My Blog: http://inventcrm.wordpress.com/

    Wednesday, May 28, 2014 5:47 AM