From the Microsoft Dynamics CRM blogs: No-code case resolution reporting; SSRS prefiltering; Better email editor; Contracts creation and renewals

No-code Customizations with North52 Formula Manager, Part 3: Case Resolutions: In the third post in a series Microsoft Dynamics CRM MVP Jukka Niiranen looks at a service management scenario for knowledge sharing and reporting on the resolutions of cases recorded in the Dynamics CRM database. In Part 1 and Part 2, he talks about how North52 Formula Manager can be used to automate the steps related to the sales process.

In theory, Niiranen says the way you work with a case record should be pretty straightforward - they are support tickets that are initially open (active) when you create them and eventually they end up getting closed as either resolved (service was provided) or cancelled (duplicate ticket, customer never replied etc.).

"The point where complexity raises its ugly head is how the resolution process works: instead of entering the case resolution details onto the case record itself, the user is presented with a window that creates a Case Resolution activity underneath the parent case. While this is a perfectly valid design in terms of the nature of the interactions, as there could be situations where the case gets re-opened and resolved again (thus being a 1:N relationship with the case), it does make it more complicated to work with the resolution data later on."

You can get more information about case resolutions here.

SSRS Prefiltering for Microsoft Dynamics CRM 2011 On-Premise in a Snap: The Simple Scenario That Most People Want: On his blog, Life and Technology, Jamie Miley says he had to work way too hard to ...