02 - Creating a New Case

Creating a New Case in Dynamics CRM To create a new case for a contact, click the plus sign + in the “Related Cases” section of the contact from. If you created the contact, you must first save it before you have the option to create a case. After saving, the plus sign will appear.

In the form that generates, all the resident’s contact information provided when the contact was created will transfer to the case from. The contact will now be labeled as the “Customer” and their contact information will appear. Note that all fields with a red asterisk * must contact information prior to saving.

Step 1 Create a title for the case in “Case Title”. The title should be should describe the resident’s issue while fitting in the space provided

Step 2 Select the space next to “Lead” to assign the case to the relevant person. Type either the first or last name and press enter to search for the lead. Select the name to assign them to the case. If the person you wish to assign as a lead does not populate, contact Customer Relations.

Step 3 Next, click the space beside “Via” to select the method the resident used to contact you.

Step 4 Select the space beside “About” to choose the incident type from the drop down box, then select the space beside “Territory” to make the appropriate choice.

Step 5 Type part of the circuit name and press enter for the name to appear in the drop down box. If you do not know the circuit name, enter unk and press enter for the “Unknown” option. If the circuit is not listed, contact Customer Relations to have it added as an option.

Step 6 Click the space next to “Initiated Date” to enter the date of the initial contact with the resident. Either type the date or use the calendar feature to choose the date.

Step 7 In the “Description of Issue” section, describe the resident’s issue and any other relevant information that may be important to the case. Be as detailed as possible to ensure a timely resolution. Please be cautious of what is written in cases as they are official records and can be subpoenaed.

Step 8 Once all the information is complete, click “Save & Close” or click the floppy disk in the lower right-hand corner. This will route the case to the selected lead as well as Customer Relations who will assign the Case Access Team and the email recipients.