With Dynamics AX2012, Microsoft are unveiling a simple and powerful new feature known as Case Management. Read about this in entry #4 of our top 10 features in AX2012.
Now we’re down to the last four in our Dynamics AX top 10 and although AX2012 is now available, our countdown will coincide the AX2012 virtual launch on the 8th September.
With AX2012, Microsoft are unveiling a new feature known as Case Management.
A “Case” can be thought of as an issue that requires a resolution and almost all businesses can benefit from using Case Management in one way or another. Off the top of my head, here’s a few ideas:
- Customer product inquiries
- An internal IT support desk, where employees log issues with IT admin.
- Customer’s reporting issues with your website
- Expense audits
- HRM processes such as onboarding, grievances and discipline
- Health and Safety- accident reporting
- Product quality control
Cases can be linked to customers, vendors and employees and are therefore located in the Home ‘module’ although they can also be created in the Enterprise portal. Once a case is created, a service level agreement (SLA) can be assigned. The case creator can then search through a list of existing knowledge articles to see if a similar case has already occurred. Each of the similar knowledge articles can be marked as helpful in resolving a problem.
Cases can be elevated to other employees and activities can be automatically created to follow up on the case until the case is resolved and closed. Before doing this however, a new knowledge article can be created to help with the resolution of future cases.
Using case management strategically in your business will help drive down costs through faster, simpler processes and will help you manage compliance and you may have notice that these are becoming central themes with Dynamics AX2012.
To see Case management in action, or to discuss how Case management can be used in your business please contact us via www.tecman.co.uk
A significant portion of Microsoft’s annual $9bn R&D spend goes into integrating their products. In post number 6 of our AX2012 top ten, see how easy it is to import data directly into Microsoft Dynamics AX using Microsoft Office Excel.
So what's new about using Excel to import data into AX? Haven't we had this option since the Axapta days?
Yes, but this involved the creation of templates in AX first, and importing anything remotely sizeable or complex typically required the writing of scripts.
Now this process is much simpler and definitely warrants an entry in our top ten.
As mentioned in entry number 9, of our AX2012 top ten, it is possible to pull AX data directly into Excel.
To push data back the other way- it's as simple as this:
1. Open up Excel and click on the Microsoft Dynamics AX tab. Click "Connection" and check the legal entity you are connected to. Use the dropdown to change this if you wish.
2. Click Add Data, select Tables and in the filter box, type the name of the table you want to populate. In this example we'll add a couple of customer groups by selecting the CustGroup table.
3. Drag and drop any other Customer group fields you wish to populate.
4. Click the Design Mode button, to exit the design mode. Then click refresh if you wish to view existing data.
5. Enter data into the table, optionally using the Field Lookup button to view existing data in lookup tables. In this example, I've added customer group 50 and 60.
6. Click Publish Data to send this data to Dynamics AX.
7. Let's switch over to AX to view the results