Incident (case) entities

Article
11/28/2016

Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2016, Dynamics CRM Online

In Microsoft Dynamics 365 (online & on-premises), incident management is the primary aspect of the customer service part of the Microsoft Dynamics 365 SDK. The other features, such as the knowledge base, are used to help manage cases. In Microsoft Dynamics 365, 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. You can manually apply a service level agreement (SLA) to an incident by updating the incident record, and specifying an active SLA record in the SLAId attribute of the incident record. 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 365 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.