SD Case Manager for Microsoft Dynamics 365 Business Central offers a highly flexible means of logging, tracking, escalating and alerting issues as cases.  Allowing individual configurable case queues, user-definable case workflows, template case actions and case escalation rules.  Notify both internal and external parties on case progress and actions needed or taken.

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Complaints & Non Conformities Management in Dynamics 365 Business Central SD Case Manager Key Features:

Create individual streams or queues for each type of case.
Define steps or actions to workflow a case to resolution/close.
Automate escalation rules and processes to highlight due/overdue actions.
Create and link internal and external users to be notified on case progress.
Add Priority rules to your cases and case queues.
Visualise and Report on issues by category by period.
Control and structure your communications for each step of the process.
Create Email Templates with variable placeholder data to facilitate effective communication.
Monitor email inboxes to log and update cases.

SD Case Manager Use Case Examples: HELP DESK - Log and manage internal or external Help Desk requests. COMPLAINTS - Log, manage customer complaints from logging to resolution. QUALITY Non-conformance – Use a structured process to log and manage both internal and external NCR reports and build in alerts and actions for your Quality and Management team. PROCESS IMPROVEMENT - From idea to realisation log, workflow, alert and communicate the tasks and events needed to bring change into effect.

Our 35 Managed Hours service includes a full implementation of the SD Case Manager app within your Microsoft Dynamics 365 Business Central environment, along with tailored workshops designed to scope, customize, and align the solution with your unique business needs and operational requirements.

Week 1: Initial Kick Off Meeting Install & Register on Sandbox/UAT Install Demo Data and other setup on the SD Case Manager Setup Card on UAT Demo and walkthrough with Demo Data

Week 2: Workshop - Agree and review Queues (UAT) Workshop - Agree and review Templates (UAT) Workshop - Agree and review Priorities, Comm Methods, Action Types (UAT) Workshop - Agree and review Cases, Actions and Escalations (UAT)

Week 3: Workshop Follow up - Agree and review Queues (UAT) Workshop Follow up - Agree and review Templates (UAT) Workshop Follow up - Agree and review Priorities, Comm Methods, Action Types (UAT) Workshop Follow up - Agree and review Cases, Actions and Escalations (UAT) Workshop - Full walkthrough of real life data (UAT)

Week 4: Install & Register on Production/Live Migrate Master Data from UAT to Live Contingency for Support Queries

Microsoft Dynamics 365

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