Tangent Solutions Guide to CRM 2011 Case Logging

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Hosted CRM 2011 with Customer Portal without Azure: Case Management

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Table of Contents Hosted CRM 2011 with Customer Portal without Azure: Case Management ....................................... 1

Logging-in into the Customer Portal ....................................................................................................... 3

Step 1: Inviting a user ...................................................................................................................... 3

Step 2: Configuring Case Access Permissions ................................................................................. 4

Step 2: Running the Invitation Workflow ....................................................................................... 5

Step 3: Login Using the windows Live ID ........................................................................................ 5

Logging a Case ......................................................................................................................................... 7

Step 1: Cases Tab ............................................................................................................................ 7


Logging-in into the Customer Portal

Step 1: Inviting a user This step is meant for Call Centre Personnel or anyone that is in direct-contact with clients to capture their information. These could also be contacts that Qualified from Leads.

Figure 1: Web Authentication Tab

Mandatory Fields:

Full Name: Appears on top the Customer Portal.

Email Address : This is mailing address for the verification code

Validation Code: Used to in the registration process.

Security Question: Used to in the registration process.

Password Answer: Used to in the registration process.

Figure 2: Web Authentication Ribbon

The most important section is the Web Authentication tab, before adding any value to this Tab you must click the Create Invitation Button on the Web Authentication ribbon. By default the Validation Code is only created when the following fields are blank or null.

Username

Validation Code

Save the Contact, keep the form open.


Step 2: Configuring Case Access Permissions Click on the Case Access Permissions on the left navigation pane of the contact form.

Figure 3: Case Access Permission

On the Forms ribbon, click the Add New Case Access button.

Figure 4: Adding a new Case Access Permission

Fill-in all the required information

Figure 5: Case Access Form


When the Scope has been set to self, the client can only affect cases that have been created by him/her and/or all cases linked to related account. While selecting Account, the client will be able to see his/her own cases and also all cases have been logged against the related account, regardless of who logged the cases. This is preferable if the Client is actually an executive or Administrator to the related account.

Permissions Permissions Description

Create The ability to create a case Read The ability to read case that have been created Delete The ability to Delete Cases Write The ability to update case

Important Note When creating a new case access record: If you allocated the Account that the Client is associated to. The Client’s Case Access will not necessarily be the same as for the Account that He/she is associated to. The account’s Case Access has to also be configured to also allow all contacts, which are related to that account to create and/or manipulate Cases. Save and close the Case access Form. Go back to the contact form.

Step 2: Running the Invitation Workflow

Figure 6: Sending the Registration Email

On the contact form, press the Run Workflow button, there should be a workflow named: MSA-Customer Portal: Customer portal sign-up invitation. This workflow will send the client an email detailing the Customer Portal’s URL and activation Code. Please run hat workflow.

Important Note This will require the current user to be able to send Emails from MS CRM. Consult your system administrator if this is not the case for the current user.

Step 3: Login Using the windows Live ID


Figure 7: Log-in Button

Click on the login Link. Please mind that to log-in you will be required to use your Window Live ID. If you do not have one, you may create a new one from this URL: https://login.live.com/

Figure 8: Signing-in to Windows Live ID

After successfully entering the Windows Live ID, you will be prompted to the activation code and then the Answer to the Security Question.

https://login.live.com/


Figure 9: Prompt for Invitation Code

Figure 10: Successfully Logged in

After that you would have Successfully Login into the Customer Portal.

Logging a Case The following steps detail how a client would go about logging a case, editing a case and ultimately closing a case.

Step 1: Cases Tab


Figure 11: Cases tab

Click on the Case tab. You will be taken to the Support Cases Window.

Figure 12: Support Cases View

Here you can select different views and also create a new Case. The view will show all cases that you are able see depending on the Case Access Permissions that were setup for you.

Important Note If you are not taken to this view then you would have not had your Case Access Permissions to-do so. See Step 2: Configuring Case Access Permissions Step 2: Creating On the Support Case View click on Open a new case. Please mind that this link will only be available to you if you have the create permission on your Case Permissions.


Figure 13: New Case

All the fields on this form are mandatory and must be filled for a case to be successfully created. The case Type categories the case that is to be logged.

Important Note Please mind that the Attachment has a file size threshold that may not be excessed. Please contact your system administrator to know exactly what the maximum file size is.

Figure 14: Case Created


Finally a case has been created. Step 2: Editing a Case To edit a case: you simply click on the Short Description (Which is appears as a Link)

Figure 15: Editing a Case

Here you update and/or read updates regarding a case. You may also attach additional files to a case. Furthermore you may close a case. Step 2: Closing a case When you click close a case on the Case form, the below segment appears on the bottom of the case information.


Figure 16: Closing a Case

The Satisfaction field rate the satisfactory level of the case and below on the resolution you may leave a shot remark regarding the Case.

Figure 17: Closed Case

Now the case appears on the closed view instead of the active view of cases. You may still reopen the case by clicking on the short description and then click on the ReOpen Case button.

Sifiso Thwala MS Dynamics Consultant & Developer Tangent IT Solutions (Pty) Ltd 95 Leslie Ave, Fourways Johannesburg, South Africa, 2191 c: +27 78 469 0496 e: [email protected] www.tangentsolutions.co.za

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Tangent Solutions Guide to CRM 2011 Case Logging