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Case Management in Dynamics AX Part 1 – What is it?

How do you set up processes in your business that ensure that issues don’t get overlooked? Because oftentimes, the result is the loss of business both now and in the future. And occasionally, those slip ups can be catastrophic!

Email is a great tool for a lot of different things, but in many ways it lacks accountability. Workflow makes you adhere to the process sure enough, but can also be a bottleneck as transactions are stopped while awaiting an approval. If you’re looking for accountability and visibility throughout your organization, then Microsoft Dynamics AX’s Case Management might be just the ticket for you.

What is Case Management?

Case Management in Microsoft Dynamics AX is a robust tool that I believe more customers should be using. It is a tool native in AX that allows a variety of users to create, update and track issues. Unlike workflow that is usually a process driven event, Case Management can be as simple as generating a request for a price update for a customer that wants to purchase a specific product, or a detailed testing process that covers multiple departments.

Some will respond by saying “There isn’t any magic in that! I just send “ABC” (or whomever) an email.” And to an extent, you are correct. But, if you are trying to meet a deadline and ABC is on vacation, how does anyone know that this request is falling by the wayside?

Case Management in Dynamics AX provides you with an opportunity to see issues, respond to them if necessary, and also to provide you with an audit trail along the way. Case Management can also be used to handle issues for customers, vendors, workers or to solidify a process (without stopping work).

For example, your customer is placing an order for an item that has a lead time of 6 weeks. They place their order, but also ask what the price would be if they bump up this order to 10,000 units? You see that number of units has not been ordered recently, so you send a price request for 10,000 to purchasing by generating a case. That case is attached to the order. In the setup, purchasing has a 5 day SLA to respond. That case (and others) are available for management to track to ensure that this request is fulfilled in a timely manner. To ensure that someone else is taking care of that case, since management might not be looking at all the open cases for every user all the time, the ‘delegation’ functionality is used to assign your case to someone else before you leave for your vacation.

Case Management is going to require some thought to implement, especially if you have detailed processes you want to follow that have rigid deadlines associated with them.

To learn more, follow along with me in parts 2 and 3 of this blog series where we will cover setting up Case Management and then creating/updating and closing cases.

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