Picture of Case Management in Dynamics 365 Finance and Operations | Case Creation, Workflows, Knowledge Articles & Tracking

Case Management in Dynamics 365 Finance and Operations | Case Creation, Workflows, Knowledge Articles & Tracking

Learn how to work with Case Management in Dynamics 365 Finance and Operations, including case creation, categorization, workflows, knowledge articles, tracking, reporting, and cross‑module integration.
SKU: 20005
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$24.95

Sneak peek inside!

Sneak peek inside!

Course Length: 00 Hours 37 Minutes 00 Seconds
The paid version of this course contains videos for the following: 

Overview

This course provides a practical, hands‑on introduction to Case Management in Dynamics 365 Finance and Operations apps. You’ll learn how to create cases, categorize issues, configure case processes, use knowledge articles, track activities, analyze case trends, and integrate case management with other D365 FO modules.

Case Creation & Categorization

  • Create cases for customer service, HR, or operational issues

  • Categorize and prioritize cases

  • Assign cases to team members

Case Processes & Workflows

  • Configure case processes

  • Define SLAs

  • Assign tasks and track progress

Knowledge Management

  • Use knowledge articles

  • Add new articles based on resolutions

  • Reuse solutions for future cases

Tracking & Reporting

  • Log activities, notes, and communications

  • Analyze case trends

  • Review performance metrics

  • Identify improvement areas

Cross‑Module Integration

  • Customer Service

  • HR

  • Operations

  • Issue resolution workflows

Outcome

By the end of this course, learners will be able to create, categorize, track, and resolve cases in D365 FO using workflows, knowledge articles, and integrated reporting.