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
As part of Microsoft’s continued push to integrate Dynamics AX with other Microsoft products, AX2012 now includes a fully integrated, graphical workflow tool based on .NET Windows Workflow foundation.
As part of Microsoft's continued push to integrate Dynamics AX with their other products, AX2012 now includes a fully integrated, graphical workflow tool based on Microsoft's .NET Windows Workflow foundation.
At first glance, the main improvement users will notice is the incorporation of the workflow Designer.
This Visio- style workflow designer provides the user with a canvas onto which the workflow elements from a pre-defined template can be dragged and dropped. The properties of these elements can then be modified by business users to reflect the requirements of your real-world business process. For example, automatic actions, conditional and manual decisions, escalations, delegations, sub-workflows and much more can be defined in this simple, user-friendly interface.
Each user modification creates a new workflow version that can be activated and deactivated as required. These workflows can be copied, imported, exported and applied with different rules to different parts of the organisation.
So what's the business benefit?
Business processes evolve and change over time, and users can now make changes to workflows without requiring a developer. Workflow enables your users to prioritise their work and follow more consistent business processes.
The ability to model and apply consistent processes while prioritising work with lower development costs enables your business do more- with less.
To learn more about AX2012 workflow, its technical capabilities and how we can help you build these for your business, click here to contact us.