Chapter 5. Using Cases to Manage Incidents and Requests

In this chapter, we will give examples of how you can use the new Case and project management capabilities within Dynamics AX 2012 to manage and streamline your business. This chapter will cover:

• Creating Case categories

• Assigning tasks through Cases

• Creating appointments through Cases

• Defining the standard processes for Case management

• Assigning Knowledge articles to Cases

• Associating additional business entities to Cases

• Creating projects from Cases

• Creating collaboration workspaces for Case projects