In the last blog we looked at using MyACTIVITYCalendar to help manage Sales Opportunities and to validate the activity effort being made against them. In today’s blog we are going to take a look at using this entity based activity calendaring to view activities related to Dynamics 365 Cases.
Whilst Dynamics 365 provides an excellent way to manage cases and respond according to contracted entitlement and service level agreement, the capability to view case activities in a calendar view just doesn’t exist at all.
The reason why this is important is much the same as it is when examining activity levels against sales opportunities. Those users of Dynamics 365 involved in dealing with customer cases, can view things more clearly when seeing activities visually on a calendar that relate to the cases that are active.
In the example below, another calendar view has been configured in MyACTIVITYCalendar. This time we are looking at ACTIVE CASE ACTIVITIES, which relates to any activity types that is associated by way of ‘regarding’ to an active case.
The drop down list seen here shows all the active cases that are currently recorded in Dynamics 365.
The colour coded activities shown include scheduled; Tasks, Appointments and Phone Calls. In this example the lack of activities would indicate that the service team dealing with cases are not active enough in trying to resolve the cases in question. This would suggest that greater effort is needed.
As previously seen for managing Opportunities, users of MyACTIVITYCalendar can select the appropriate cases to narrow down the list to focus on specific areas of the problem and the associated activities relating to them.
As shown below the list of active cases has been narrowed to show only cases relating to Products (1 & 2). The number of activities shown on the quarterly view has reduced accordingly, and is in fact only showing one phone call and two tasks. This might also suggest that these cases are not being adequately engaged.
So by allowing users to select specific case types, or subjects or whatever naming convention has been applied in their Dynamics 365 system, MyACTIVITYCalendar allows for users, within the department which manages Dynamics 365 cases, to be fully aware of what activities are scheduled to meet the resolution commitment.
Working with the various standard views available, whether; agenda schedule, daily, weekly, monthly or quarterly, MyACTIVITYCalendar makes it easier to identify how well engaged any individual or team is, in respect of dealing with cases.
Providing users with views that suit how they work is vitally important from a user adoption point of view. Whilst users can build views using the Advanced Find capabilities to populate Dynamics 365 dashboards, being able to relate activities and see things clearly in a calendar view is just so much more engaging and far easier to use. MyACTIVITYCalendar also allows users to re-schedule activities using ‘Drag and Drop’ functionality, which we’ll cover in the last blog in this series.
Whilst MyACTIVITYCalendar doesn’t guarantee to make you and your team better at resolving cases, it does offer far greater visibility of just how well engaged and active you are in dealing with any given number of cases. It offers a major enhancement to help deliver much better all-round productivity for users of Microsoft Dynamics 365.
In the next blog we’ll take a look at how calendar views can be configured to control what activity types are included and what entity record attributes can be included in any given view that is built.