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case management issue RRS feed

  • Question

  • Dear All,

    This issue related with manufacturing sector. In manufacturing there are machines.But my problem is "Is CRM tool capable of creating automatic cases based on routine maintenance schedule for various machines".


    Thanks & Regards, Sudhakar
    Tuesday, February 22, 2011 7:55 PM

Answers

  • Short answer, yes.  Much longer answer, you need to define your requirements and expect that there will be customization involved to make this happen.

    CRM contains an extensible object and event model.  You could define new Entities to represent various machine types and attributes to represent maint schedules.  At that point either with Workflows or Plug-ins you create incidents as needed.  That would be customization and depending on other business/functional requirements could be significant effort but it certainly can be done.

    It seems you are asking a few very large questions in the forum that relate to evaluation of the platform for a specific need.  I'd suggest you involve a MS partner or consultant to help you evaluate your requirements and gap/fit.

    Tuesday, February 22, 2011 8:37 PM

All replies

  • Short answer, yes.  Much longer answer, you need to define your requirements and expect that there will be customization involved to make this happen.

    CRM contains an extensible object and event model.  You could define new Entities to represent various machine types and attributes to represent maint schedules.  At that point either with Workflows or Plug-ins you create incidents as needed.  That would be customization and depending on other business/functional requirements could be significant effort but it certainly can be done.

    It seems you are asking a few very large questions in the forum that relate to evaluation of the platform for a specific need.  I'd suggest you involve a MS partner or consultant to help you evaluate your requirements and gap/fit.

    Tuesday, February 22, 2011 8:37 PM
  • Equipment/Facility is a system entity in CRM. You can schedule users as well as equipment to any service activity in your case it would be Maintenance. You can create a case based on the outcome of maintenace using workflows or plugins. You need to evaluate the features which are missing in CRM Scheduling but required in your business process and develop them.  
    Regards Faisal
    Wednesday, February 23, 2011 12:05 PM