Incident (case) entities
Applies To: Dynamics CRM 2013
In Microsoft Dynamics CRM 2013 and Microsoft Dynamics CRM Online, incident management is the primary aspect of the customer service part of the Microsoft Dynamics CRM SDK. The other features, such as the knowledge base, are used to help manage cases. In Microsoft Dynamics CRM, an incident is referred to as a case.
A customer service representative creates an incident (case) to track a customer request, 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 the incident management APIs, you can create reports 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.
Microsoft Dynamics CRM 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 correct customer service representative for service request completion.