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Case Management

Linking Knowledgebase Articles To Help Resolve Customer Complaints

Linking Knowledgebase Articles To Help Resolve Customer Complaints

There are no silver bullets when it comes to solving cases like customer complaints, but everyone usually has a library of common solutions that have worked in the past that they rely on as the first line of defense.  Dynamics AX allows you to save away these documents as Knowledgebase Articles, and then link them to your case templates so that they are right at your fingertips every time a certain situation arises.

By doing this, you are always prepared to answer those tricky customer questions without having to rustle through your file folder for a particular document, or yell out over the cube wall to see if anyone else has come across the situation.

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Use Cases to Track Customer Issues and Complaints

Use Cases to Track Customer Issues and Complaints

With the 2012 release of Dynamics AX, a new feature called “Cases” was introduced that allows you to create case files for just about anything that you care about within the business.  This is not just a logging system though, you can attach files to the cases, record activities against the case, and also create workflows and business processes that track the progress of the case so that things don’t slip through the cracks the way that the old fashioned paper method if prone to happen.

One way that you can use Cases is to track customer issues and complaints, because you can create cases directly from the main forms within Dynamics AX.

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