Case Management process in Dynamics AX 2012

1. Case
Management
Process
User Guide
MohamedBENJID

2. Contents
1. Creation of a Case.....................................................................................................................................................2
1.1. Creation of a new Case................................................................................................................................2
1.2. Association of a Case process..................................................................................................................3
1.3. View case process activities.....................................................................................................................3
1.4. User activities...................................................................................................................................................4
2. Case completing :......................................................................................................................................................6
2.1. Submit the case for validation................................................................................................................6
2.2. Closing the case...............................................................................................................................................6
3. Case Workflow and Process:.............................................................................................................................7
3.1. Case Workflow.................................................................................................................................................7
3.2. Case Process :...................................................................................................................................................8
4. Exercise:........................................................................................................................................................................9

3. 1. Creation of a Case
1.1. Creation of a new Case
Go to the Portal and click on: Home  Common  Cases
The screen of the case will show automatically, fill the modnatory information about the case :

4. If there is any Knowledge article specify it the knowledge articles part and save.
1.2. Association of a Case process
Once the case process is associated to the case we can automatically get the activities steps
launched on the case:
1.3. View case process activities
Click on: Activities  View activities
You will get this screen:

5. 1.4. User activities
Each user can view his own activities by going to:
By opening the role center and clicking on : my open activities
Or directly from AX :

6. Each user can close his own activities and see the activity relationships :

7. 2. Case completing :
2.1. Submit the case for validation
Once the case is created open the case and submit it for validation:
2.2. Closing the case
Once the all the case activities are completed and closed the responsible to give the answer to
the KAM can say if the case is answered or note and can close the case.

8. Go to the case and verify the activities closed, the transaction log and choose a case resolution
and mark as complete.
3. Case Workflow and Process:
3.1. Case Workflow
You find the case workflow in the menu :

9. Click on edit button to view the case workflow:
3.2. Case Process :
To view the list of the case process already setup in the system go to:
Sales and MarketingSetupCases Caseprocesses.

10. The system will show you this screen:
4. Exercise:
Monika:
 Create a Case forLogistics
 Add attachment to the case (Association – Purchase Order -)
 Submit forvalidation and treatment.
Katalin:
 Check Notifications– Message received–
 Take a lookto the activities and verify that all the activities are closed

11.  Check the association Field.
 Put a resolution.
 Complete workflow.