1. Visit our Focus Rooms Evaluation of Implementation Proposals by Dynamics AX R&D Solution Architecture & Industry Experts Gain further insights on Dynamics AX Industry Solution Offerings Resolution Guidance on Solution Roadblocks Networking Focus Topic Highlight Business Intelligence Tuesday 2.15pm – 5.45pm Risso 6C Risso 8A Risso 7B Risso 7A Risso 6C Risso 6A/B

2. DISCLAIMER ©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. Other names and brands may be claimed as the property of others. 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. All pre-release product release dates and features specified are preliminary based on current expectations, and are subject to change without notice. Microsoft may make changes to specifications and product descriptions at any time, without notice. Sample code included in this presentation is made available AS IS. THE ENTIRE RISK OF THE USE OR THE RESULTS FROM THE USE OF THIS CODE REMAINS WITH THE USER. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. NO LICENSE, EXPRESS OR IMPLIED, BY ESTOPPEL OR OTHERWISE, TO ANY INTELLECTUAL PROPERTY RIGHTS IS GRANTED BY THIS PRESENTATION. Microsoft products are not intended for use in medical, life saving, or life sustaining applications.

3. NICE,FRANCE LEARN | INSPIRE | INNOVATE TECHNICAL CONFERENCE 2011

4. LEVERAGING THE USE OF CASE MANAGEMENT THROUGHOUT YOUR ORGANISATION JULIE HAGEN SESSION CODE : BRK243 SENIOR PROGRAM MANAGER MICROSOFT CORPORATION

5. Today we will show you…

6. Components in action today

7. Pains and challenges

8. Concepts & definitions Case: a record of an issue, question, or situation Case categories: classification of a case Case process: definable, systematic approach to resolving a case Knowledge article: repository of documents and links to assist in resolving an issue or situation

9. When to use the feature Case Transactions Process Reference documents Master data Customer ServicePurchasing Shipping and Receiving Human Resources and Payroll ProductionAuditing CollectionsProject Management

10. Customer service business flow Marie Customer Service Manager Lisa Customer Service Representative Communicate with customer Record customer issue Create return order Case maintenance Case configuration Follow up with customer Close case Define case breakdown structure Define processes Publish policies & procedures, documentation, etc.

11. Demo 1: Case configuration Marie Customer Service Manager Knowledge articles Case process and activities Case category Defaulting process and KA to categories Case configuration Define case breakdown structure Define processes Publish policies & procedures, documentation, etc. Case maintenance Lisa Customer Service Representative Communicate with customer Record customer issue Create return order Follow up with customer Close case

12. demo Case configuration

13. Demo 1 : Case configuration PersonaPain Points and ChallengesFeatures CoveredResults and Benefits Customer Service Manager Provide easy access to organisational collateral Needs specific processes for a type of case Needs to organise the types of cases to their needs Case category definition Case process setup Knowledge articles Standardised organisational processes Providing knowledge articles enables faster resolution Organisational specific categories

14. Demo 2: Case maintenance Lisa Customer Service Representative Communicate with customer Record customer issue Case logs Create return order Attachments Case record Case maintenance Follow up with customer Close case Case associations Service level agreements Marie Customer Service Manager Case configuration Define case breakdown structure Publish policies & procedures, documentation, etc. Define processes

15. demo Case maintenance

16. Demo 2 : Case maintenance PersonaPain Points and ChallengesFeatures CoveredResults and Benefits Customer Service Representative Have to switch between applications to get all of the customer information Do not know all of the steps for the various processes Difficult to find relevant information to the issue Several communications with customer Record case Defaulting knowledge articles Case process and activities Case logs All information about a customer is captured in one application Organisational knowledge is easy to access enabling faster resolution Standardised organisational process outlined for all users All information related to the case is found in one place

17. Extending case management by enabling connected scenarios on the web Enable customer to extend AX business processes to the web with minimal IT Enable partners to build S+S solutions with: A data platform that connects the ERP and the Cloud A presentation platform that delivers seamless integration with customers’ websites

18. Top tips from the session Linking knowledge articles to the case categories provides case workers references specific references to the topics Service level agreements allow tracking of response time Utilising case process allows you to define category specific flows Case workflow provides static process flow for all case categories Enable case management on your entities

19. What we showed you today… Case process Activities Purchase order Service order Expense report Interest note Vendor invoice Sales order Lead Opportunity Case Transactions Process Reference documents Master data Customer ServicePurchasing Shipping and Receiving Human Resources and Payroll ProductionAuditing CollectionsProject Management

20. Related sessions BRK238: Compliance: Audit Workbench and enhancements to the Compliance Portal BRK241: Managing the Accounts Receivable Process from Invoicing to Payments to Collections

21. Visit our Focus Rooms Evaluation of Implementation Proposals by Dynamics AX R&D Solution Architecture & Industry Experts Gain further insights on Dynamics AX Industry Solution Offerings Resolution Guidance on Solution Roadblocks Networking Focus Topic Highlight Business Intelligence Tuesday 2.15pm – 5.45pm Risso 6C Risso 8A Risso 7B Risso 7A Risso 6C Risso 6A/B

22. © 2011 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows 7 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.