[CATALOG]: Case Type - Customer Service

Contact details

philip@lindit.be

Organization type

Partner / ISV / Independant consultant

End-to-end business process

Case to resolution

Which business process area is this article related to?

20.30 Intake cases

Which business process is this article related to?

20.30.040 Create a case manually

Which pattern or practice is this request related to?

20.30.040.100 Create a case for a customer complaint

Please describe the suggested change. If this is an update to an existing row in the catalog, please be sure to indicate in the comments.

I would propose to align on the default out of the box case types:

20.30.040.100 Create a case for a customer question
20.30.040.125 Create a case for a customer problem
20.30.040.150 Create a case for a customer request

These 3 types of cases cover actually the vast majority of CS cases:
1: information is not available via one of the company channels, customer will raise a question/info request
2: there's a problem with the product or service and the customer wants to report this
3: there's an administrative or operational aspect of the product or service that the customer can't change. Lack of self-service capability

It's plain and simple to get business insights when using the case type approach so an organisation can further optimize and streamline the customer experience.

https://learn.microsoft.com/en-us/dynamics365/developer/reference/entities/incident?view=op-9-1#BKMK_CaseTypeCode

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