Sign in
Microsoft.com
 
Microsoft
 
 
 

locked
Is it possible to assign a case to a particular group by using case type? RRS feed

 > 

  • Question

  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi all,

    can anyone please help me,

    Is it possible to assign a case to a particular group by using case type?

    For Example:-

    Customer is raising a case with a case type (Probelm) and the case should be assign to the particular group automatically.

    Tuesday, September 27, 2011 10:46 AM

Answers

  • Question
    Sign in to vote
    0
    Sign in to vote


    You can also create "teams" that correspond to a specific case type. for example, you can have an "account cancellation" team which takes care of cases related to canceling a subscription. You can have a workflow that triggers when a case is created and depending on the case type, it can assign the case to the correct tema and route it to the team's default queue (each team has a default queue). To do so you need to create workflow on the "case" entity and add the following steps:

    Condition: (check the case type corresponds to type X)

    If case tye = X then:

       Assign step: Assign the case to team responsible for type X

       Create step: Create a new queue item and select the case as the "object" and the team's default queue as the queue.

    Gonzalo | gonzaloruizcrm.blogspot.com

    Tuesday, September 27, 2011 12:02 PM
    Moderator
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi here is blog on workflow

    http://www.dynamicscrmtrickbag.com/2010/06/02/recursive-workflows/

    Now good new. You can create a team every group and on crm2011 every user and team has its own queues. So if you create a team and you call add members to that team. you can assign the cases to these teams.

    Here is screen shot of the team

     

    Here is some  videos to work with queues and teams

    http://www.youtube.com/watch?v=fxvBh0nZq6c

    http://www.youtube.com/watch?v=0XBIzZ7I508

    I hope this helps.

     

    Amreek singh Senior CRM Consultant CDC Praxa Sydney,Australia http://mscrmshop.blogspot.com/
    • Proposed as answer by Amreek Singh Tuesday, September 27, 2011 12:03 PM
    • Marked as answer by SenthilKumar1986 Tuesday, September 27, 2011 12:34 PM
    Tuesday, September 27, 2011 12:03 PM

All replies

  • Question
    Sign in to vote
    0
    Sign in to vote

    Yes you can, You create a queue for different group. On  case creation, you write a workflow to add the case to the different queue based on the case type. Its a very simple workflow.

    or if you don't want to do that you can also assign the case to the individual users.

    Simple workflow will do the job.

     

    I hope this helps.

    Amreek singh Senior CRM Consultant CDC Praxa Sydney,Australia http://mscrmshop.blogspot.com/
    • Proposed as answer by Amreek Singh Tuesday, September 27, 2011 11:05 AM
    Tuesday, September 27, 2011 11:05 AM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi Amreek,

    Thanks for your reply. Can you please tell me how to create a queue for different group? what are the steps to be follow to create the workflow for the above mentioned task. Once again thanks for your reply.

    Tuesday, September 27, 2011 11:36 AM
  • Question
    Sign in to vote
    0
    Sign in to vote


    You can also create "teams" that correspond to a specific case type. for example, you can have an "account cancellation" team which takes care of cases related to canceling a subscription. You can have a workflow that triggers when a case is created and depending on the case type, it can assign the case to the correct tema and route it to the team's default queue (each team has a default queue). To do so you need to create workflow on the "case" entity and add the following steps:

    Condition: (check the case type corresponds to type X)

    If case tye = X then:

       Assign step: Assign the case to team responsible for type X

       Create step: Create a new queue item and select the case as the "object" and the team's default queue as the queue.

    Gonzalo | gonzaloruizcrm.blogspot.com

    Tuesday, September 27, 2011 12:02 PM
    Moderator
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi here is blog on workflow

    http://www.dynamicscrmtrickbag.com/2010/06/02/recursive-workflows/

    Now good new. You can create a team every group and on crm2011 every user and team has its own queues. So if you create a team and you call add members to that team. you can assign the cases to these teams.

    Here is screen shot of the team

     

    Here is some  videos to work with queues and teams

    http://www.youtube.com/watch?v=fxvBh0nZq6c

    http://www.youtube.com/watch?v=0XBIzZ7I508

    I hope this helps.

     

    Amreek singh Senior CRM Consultant CDC Praxa Sydney,Australia http://mscrmshop.blogspot.com/
    • Proposed as answer by Amreek Singh Tuesday, September 27, 2011 12:03 PM
    • Marked as answer by SenthilKumar1986 Tuesday, September 27, 2011 12:34 PM
    Tuesday, September 27, 2011 12:03 PM
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi Amreek,

    Thanks for your reply. I understood what you are saying is manually assign that cases to that team right but I need to be done automatically. Once again thanks for your reply.

    Tuesday, September 27, 2011 12:10 PM
  • Question
    Sign in to vote
    0
    Sign in to vote
    You don't need to do it manually. I think Amreek is suggesting to do it automatically.I even provided you the steps you need to insert in your workflow (see above)

    Gonzalo | gonzaloruizcrm.blogspot.com

    Tuesday, September 27, 2011 12:19 PM
    Moderator
  • Question
    Sign in to vote
    0
    Sign in to vote

    Hi Ruiz,

    Thanks for ur reply. Now got it.

    Tuesday, September 27, 2011 12:29 PM
  • Question
    Sign in to vote
    0
    Sign in to vote
    Glad to help Please remember to mark the useful replies as "answer".

    Gonzalo | gonzaloruizcrm.blogspot.com

    Tuesday, September 27, 2011 12:32 PM
    Moderator