Incident (Case) Entities
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[Applies to: Microsoft Dynamics CRM 4.0]
Find the latest SDK documentation: CRM 2015 SDK
Incident management is the primary aspect of the Customer Service part of the SDK. The other features, such as the Knowledge Base, are used to help manage cases. In the Microsoft Dynamics CRM application, an incident is referred to as a case.
A customer service representative creates an incident (case) to track a question or a problem. All actions and communications can be tracked in the incident entity. An incident can be in one of three states: Active, Resolved, or Canceled.
By using incident management APIs, reports can be created to measure statistics, such as individual customer service representative statistics (call lengths, resolutions, and so on) and the average length of time that incidents remain active.
Operations on an incident
The platform supports the ability to track many incidents and activities. Many of these tasks overlap with activities in sales force automation.
Routing and queuing is the process of moving activities and cases from the customer to the proper customer service representative for service request completion.
The following illustration shows the entity relationships in this for this area. For more information, see Key to Entity Diagrams.
.gif "Incident (case) entity model")
See Also
Concepts
- Case (incident) Entity Capabilities
- Case (incident) Attributes
- Case Resolution (incidentresolution) Entity Capabilities
- Case Resolution (incidentresolution) Attributes
Other Resources