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Multiple case types RRS feed

  • Question

  • I have a requirement to use dynamics crm 2013 for multiple case types which will have different processes.

    The customer has already customised their crm using cases to handle complaints. I have been asked to look at the possibility of adding the insurance claims process.

    My ideal solution would be to derive from the base case and extend and customise to permit the processing of the other types of case. I can't see how to do this.

    I could add a case type and base the workflows on this but it adds greatly to the weight of the workflow and makes adding a case type a high impact activity.

    The alternative seems to be create custom enitities from scratch and put proesses behind them.

    Any ideas on best practice?

    Monday, June 1, 2015 12:36 PM

All replies

  • The short answer is... it depends.

    The long answer:

    You could use that case 'type', and then create separate forms for each type...but as you said, that will be potentially high impact to add a new type.

    Custom Entities is a good alternative, and does allow you to add in just the fields you need for the specific function/process.  Workflows can then be specific to that new entity, and you can have ownership of the records, etc.

    The downside to a custom entity is that you won't get built in SLA capability, but that can also be done with workflows and plugins if required.

    Good luck!

    Monday, June 1, 2015 12:51 PM
  • The first question here is how complex is the new process. My suggestion will be to use OOB functionality of cases and extend it. You can use Business Process Flows to achieve this. As chris said you can always use Custom Entities but that will increase the effort as you would have to develop OOB functionalities for Case.


    Regards, Abhishek Bakshi If you find this post helpful then please Vote as Helpful and Mark As Answer. Check my blog on https://mydynamicscrmblog.wordpress.com/

    Tuesday, June 2, 2015 4:39 AM
  • Abhishek,

    The problem I am facing is that the OOB case entity has already been customised to deal with complaints and this is being used in production.

    I need to have a process for insurance claims without undoing what has been done for complaints. 

    The more I look at it the more I think I need a custom entity. Although the claim is a 'case' it a fairly specialised form.

    Tuesday, June 2, 2015 2:51 PM
  • Just create a new custom Case form and a different business process.  You won't break the existing functionality.

    The postings on this site are solely my own and do not represent or constitute Hitachi Solutions' positions, views, strategies or opinions.


    Tuesday, June 2, 2015 3:34 PM
  • Agree with Wayne here, rather than creating a new entity altogether its preferred to create a custom form for case and achieve the functionality through BPF and business rules. I hope that should do cause in case you create a custom entity, you would have to replicate OOB case functionality which is again customization.

    Regards, Abhishek Bakshi If you find this post helpful then please Vote as Helpful and Mark As Answer. Check my blog on https://mydynamicscrmblog.wordpress.com/

    Wednesday, June 3, 2015 3:53 AM