Introduction

Sometimes you don't have to leave Dynamics AX in order to extend out your business processes. With Dynamics AX 2012, a new feature was added called Cases that allows you to record interactions, issues, and incidents throughout the system, assign them to users for investigation or management, and then track all information collected along the way. It works like a traditional Case file, hence the name. Cases are not just a filing system though. Cases can be automatically routed to different people for review and investigation, and they can have standard processes assigned to them so that you can track their progress from creation to close, which may be different based on the Case category. The Case owners are able to assign tasks and create appointments linked to the Cases, or have the system automatically recommend them based on a suggested process.

By linking Knowledge Base articles with Case categories users are able to quickly access standard information in order to try to...