Dynamics AX | Cases| QualityUSING CASES TO TRACK QUALITY ISSUES ANDCOMPLAINTS                               Cases within D...
Capture ConsumerInformationWe will start this process with a consumer calling in with acomplaint. To capture the consumer ...
Create ConsumerComplaintNow that we have a consumer record, we can create anew complaint by creating a Case from the gener...
Create ConsumerComplaintThis will create a case linked to the prospect.Now we will start creating the basic case. We start...
Create ConsumerComplaintWe will also gather some narratives on the complaint.                                             ...
Submit CaseManagementWorkflowOnce the case is created, we are able to see more detailon the complaint. In this example we ...
Submit CaseManagementWorkflowThis workflow could be as simple or elaborate a process asyou want.                          ...
Investigate CaseNow the case will be routed to a Case Manager. They willreceive notifications through the toaster popup, a...
Investigate CaseFrom any of those notification types you can go straight tothe case.                                      ...
Investigate CaseNow the case investigator is able to add additional notesto the case to provide visibility onto the proces...
Associate Recordsto CaseAs the case is investigated, you will start associating thecase to other records within the system...
Associate Recordsto CaseYou are able to associate multiple records to the case.                                           ...
Associate Recordsto CaseFor example – from the Released Products explorer, wecan click on the All Cases menu item…        ...
Associate Recordsto CaseAnd that will show us all cases that have been initiatedagainst the product.                      ...
Assign a StandardProcess to the CaseOnce we have determined the type of case this really is,we are able to assign a case p...
Assign a StandardProcess to the CaseProcesses define standard activities and tasks that need tobe preformed against a case...
Prioritize CaseWe can also assign a priority to the case.                                             © 2013. All rights r...
Assign Tasks toWorkersAs the case is being investigated, you are able to spawnoff additional activities like calendar appo...
Assign Tasks toWorkersSometimes there are tasks that other people within theorganization are better at. So we will ask ano...
Assign Tasks toWorkersThese tasks will show up on the employees personal tasklist.                                        ...
Assign Case toEmployeesIf we want to we can assign the case to particularemployees within the organization.               ...
Assign Case toDepartmentsAnd if this is associated with a particular departmentwithin the organization then you can record...
QualityInvestigationNow we will continue the quality investigation. As part ofthe trace analysis we track the quality issu...
QualityInvestigationAlso we will expand out the associations to the recordswithin AX.                                     ...
Initiate DependentSub-Case for LotRecallSince we identified this as requiring a recall, we want toinitiate a new Dependent...
Initiate DependentSub-Case for LotRecallWe do this rather than keeping the original complaintopen so that we can track the...
Resolve and CloseCaseNow we will close the case. Before we are able tocomplete the workflow we need to identify that the c...
Resolve and CloseCaseNow we can update the case through the workflowactions.                                              ...
Case History andAnalysisWe will now have a complete history of all the issues andcomplaints that we have created within Dy...
Case History andAnalysisThat also includes all of the workflow steps and actionsthat have been performed.                 ...
Case History andAnalysisAs a bonus, we can easily create a PowerView Cubeagainst the case information…                    ...
Case History andAnalysisAnd create some charts and analysis for historicalreporting.Very cool.                            ...
AboutMurray Fife
Using Cases to Track Quality Issues and Complaints in Dynamics AX 2012
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Using Cases to Track Quality Issues and Complaints in Dynamics AX 2012

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Cases within Dynamics AX 2012 are a great way to track issues and complaints throughout the organization. Case management may be linked to prospects, customers, vendors, products, transactions and more, and incorporate activities, process management and workflow capabilities.

In this worked example we will show how you can use cases to track consumer complaints.

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Using Cases to Track Quality Issues and Complaints in Dynamics AX 2012

  1. 1. Dynamics AX | Cases| QualityUSING CASES TO TRACK QUALITY ISSUES ANDCOMPLAINTS Cases within Dynamics AX 2012 are a great way to track issues and complaints throughout the organization. Case management may be linked to prospects, customers, vendors, products, transactions and more, and incorporate activities, process management and workflow capabilities. In this worked example we will show how you can use cases to track consumer complaints. © 2013. All rights reserved.
  2. 2. Capture ConsumerInformationWe will start this process with a consumer calling in with acomplaint. To capture the consumer information we willcreate the consumer record as a prospect. We created anew Type ID for the consumers so that we candifferentiate them from the other prospects.The side benefit of this is that you can further market tothe consumers. © 2013. All rights reserved.
  3. 3. Create ConsumerComplaintNow that we have a consumer record, we can create anew complaint by creating a Case from the general menuon the record. © 2013. All rights reserved.
  4. 4. Create ConsumerComplaintThis will create a case linked to the prospect.Now we will start creating the basic case. We start off byassigning the case to a category. These are completelyuser definable. © 2013. All rights reserved.
  5. 5. Create ConsumerComplaintWe will also gather some narratives on the complaint. © 2013. All rights reserved.
  6. 6. Submit CaseManagementWorkflowOnce the case is created, we are able to see more detailon the complaint. In this example we are just trying tocapture the complaint and the route to the correctdepartment for resolution. So we will submit the case toa pre-defined workflow process that we have defined. © 2013. All rights reserved.
  7. 7. Submit CaseManagementWorkflowThis workflow could be as simple or elaborate a process asyou want. © 2013. All rights reserved.
  8. 8. Investigate CaseNow the case will be routed to a Case Manager. They willreceive notifications through the toaster popup, and alsothrough the alerts that show up on the role center andalso in the alerts notification bar in the rich client. © 2013. All rights reserved.
  9. 9. Investigate CaseFrom any of those notification types you can go straight tothe case. © 2013. All rights reserved.
  10. 10. Investigate CaseNow the case investigator is able to add additional notesto the case to provide visibility onto the process. © 2013. All rights reserved.
  11. 11. Associate Recordsto CaseAs the case is investigated, you will start associating thecase to other records within the system, like customers,vendors, products etc. © 2013. All rights reserved.
  12. 12. Associate Recordsto CaseYou are able to associate multiple records to the case. © 2013. All rights reserved.
  13. 13. Associate Recordsto CaseFor example – from the Released Products explorer, wecan click on the All Cases menu item… © 2013. All rights reserved.
  14. 14. Associate Recordsto CaseAnd that will show us all cases that have been initiatedagainst the product. © 2013. All rights reserved.
  15. 15. Assign a StandardProcess to the CaseOnce we have determined the type of case this really is,we are able to assign a case process to the case. © 2013. All rights reserved.
  16. 16. Assign a StandardProcess to the CaseProcesses define standard activities and tasks that need tobe preformed against a case, providing templates andsaving time. © 2013. All rights reserved.
  17. 17. Prioritize CaseWe can also assign a priority to the case. © 2013. All rights reserved.
  18. 18. Assign Tasks toWorkersAs the case is being investigated, you are able to spawnoff additional activities like calendar appointments, notes,and also tasks. © 2013. All rights reserved.
  19. 19. Assign Tasks toWorkersSometimes there are tasks that other people within theorganization are better at. So we will ask another workerto initiate a trace investigation on the product. © 2013. All rights reserved.
  20. 20. Assign Tasks toWorkersThese tasks will show up on the employees personal tasklist. © 2013. All rights reserved.
  21. 21. Assign Case toEmployeesIf we want to we can assign the case to particularemployees within the organization. © 2013. All rights reserved.
  22. 22. Assign Case toDepartmentsAnd if this is associated with a particular departmentwithin the organization then you can record that as well.This will give you better reporting in the long run. © 2013. All rights reserved.
  23. 23. QualityInvestigationNow we will continue the quality investigation. As part ofthe trace analysis we track the quality issue to a purchasereceipt. We will add that information to the narrativewithin the case. © 2013. All rights reserved.
  24. 24. QualityInvestigationAlso we will expand out the associations to the recordswithin AX. © 2013. All rights reserved.
  25. 25. Initiate DependentSub-Case for LotRecallSince we identified this as requiring a recall, we want toinitiate a new Dependent case for another process to beperformed. © 2013. All rights reserved.
  26. 26. Initiate DependentSub-Case for LotRecallWe do this rather than keeping the original complaintopen so that we can track the resolution status for theindividual complaints. © 2013. All rights reserved.
  27. 27. Resolve and CloseCaseNow we will close the case. Before we are able tocomplete the workflow we need to identify that the caseis resolved. © 2013. All rights reserved.
  28. 28. Resolve and CloseCaseNow we can update the case through the workflowactions. © 2013. All rights reserved.
  29. 29. Case History andAnalysisWe will now have a complete history of all the issues andcomplaints that we have created within Dynamics AX. © 2013. All rights reserved.
  30. 30. Case History andAnalysisThat also includes all of the workflow steps and actionsthat have been performed. © 2013. All rights reserved.
  31. 31. Case History andAnalysisAs a bonus, we can easily create a PowerView Cubeagainst the case information… © 2013. All rights reserved.
  32. 32. Case History andAnalysisAnd create some charts and analysis for historicalreporting.Very cool. © 2013. All rights reserved.
  33. 33. AboutMurray Fife
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