1. Case Management in Microsoft Dynamics® AX 2012
Managing Issues Across All Business Processes
MICROSOFT CONFIDENTIAL
© 2006 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

2. Value Proposition
New features in Microsoft Dynamics AX 2012 allow you to:
Track and maintain issues across all areas of business operations, including
Customer service, purchasing and receiving, human resources and payroll, auditing, collections, and more
Manage and resolve customer, vendor, and employee cases easily by tracking all communication and activities
Log dependent cases for complex issues that require more than one resolution path
Associate many different records in the system by tying together several components
For example, a case opened for a customer can also be associated to a sales order and specific item linking all of the necessary records, providing the caseworker the ability to view everything related to the case
Track and measure response times with service level agreements
Define organizational processes for case workers to utilize
Provide knowledge articles for fast and easy access to organizational procedures and how-to documents

3. Return Process with Case Management
Convergence 2011
Return Process with Case Management
8/7/2018
Customer
Customer Service Representative
Customer Service Manager
Calls in to report receiving a broken item
Receives new item
Finds the sales order record, then creates a case from it
Accesses procedures for returning damaged goods
Creates return order and associates it to the case
Approves return
© 2011 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

4. 8/7/2018 2:16 AM MICROSOFT CONFIDENTIAL
© 2006 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.