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
We continue the tour of our favourite features in Dynamics AX2012 with the Enterprise Portal.
For those of you that aren't familiar with Dynamics AX, Enterprise portal allows business data and logic to be accessed by users via a web browser.
For those of you that are familiar with AX, you may be thinking: "Hang on- is this really new? Hasn't this funcationality been a part of in AX in various guises since the year 2000?"
Well, yes- but now this funcationality has come of age, and definitely merits a mention in our AX2012 top 10
In ealier versions of AX, the enterprise portal only provided a lighweight method of accessing business data. The look and feel of the web interface was at odds with the user experience on the rich client. The benefit of mobile and remote access to AX had corresponding cost in terms of speed and usability.
Now with the Model driven layered architecture (MDLA) in AX2012, list pages of data (e.g. the Customer form) have an almost seamless look and feel whether the user is at their desk in the rich client or working with AX on the road via the web on a tablet.
To demonstrate this, view the two screenshots below- one is a view of the customer form in the rich client, the other is via the web.
I deliberately didn't label the images above- you can work out which is which for yourselves. You'll notice that the UI is amost the same. Users who work in the rich client can work with the web version in the same way (and vice-versa) without any additional training.
Any new list pages a can be built declaratively without writing new code, with the same model allowing the rendering of those pages via the rich client or the enterprise portal.
This means that any custom forms created forthe rich client can be deployed to the web with just a single click.