Case Management

Case Management comprises of an integration of three Microsoft applications; Outlook, Dynamics and SharePoint. It has been designed for University departments to save and manage the interactions and documents related to their case work.

This guide has been designed to provide basic details for some of the key functionality, for more detailed instructions please refer to the Training Manual.

Logging into Dynamics and SharePoint

Dynamics / SharePoint
Username / BSP\your single sign on
eg: BSP\abcd1234 / Your single sign on details
Password / Your Active Directory password
URL / https://production.dynamics.ox.ac.uk/ / https://sharepoint.nexus.ox.ac.uk/sites/CaseManagement

1.  Viewing Existing Cases in Dynamics

1a. From the Microsoft Dynamics CRM menu, choose the CASE MANAGEMENT tile.

The CASE MANAGEMENT menu will then appear next to the home icon.

1b. From this menu choose CASES.

Different default options will appear depending on the access level you have been granted and what you have chosen in your personal settings.

Cases will then be listed on your screen.

2.  Searching for Cases

There are various ways of searching for cases, details for some of these options are listed below.

2a. Search for records

To search your list of cases, which you have access to, enter the search criteria into the local search field.

The ‘*’ wildcard can be used to assist searches, for example‘*history’ will find all entries which include the letters ‘history’ anywhere within the text.

2b. A-Z Search

By sorting on a column title, you can filter the results using the ‘Alpha Bar’ (the A-Z row at bottom of the screen).

For example you may wish to see all cases, where the cases concerning begins with a ‘B’

  1. Sort the Column by clicking on the Column Title
  2. Choose which letter to filter your cases by using the ‘Alpha Bar’ at the bottom of the screen

2c. Filter Search

1.  Click on the icon,

2.  Click on the menu next to the relevant column title.

There are several methods of filtering, the Custom Filter is one of the more powerful options.

3.  Choose Custom Filter /
4.  Select the appropriate Operator and criteria, eg: /

If you choose to filter by a field which uses a Look Up, click on the magnifying glass icon and follow the steps below.

  1. Enter relevant details to the Search field, you have the option of using the ‘*’ wildcard to assist your searching.
  2. Highlight the correct result and click Select

c.  Add

  1. Click OK.

2d. Advanced Find

To identify cases which fit a range of criteria the Advanced Find option is a very useful tool.

1.  Open the menu from the Command Bar (top right corner).

2.  Enter the relevant search criteria:

/ Choose the Entity, eg Cases / / You have the option of using existing Views
/ Enter your criteria / / To view which cases match your criteria, click Results.

3.  Create a Case record from Dynamics

There are several ways of doing this, one of the easiest ways is to use the Quick Create option.

1.  Click / / from any screen in Dynamics
2.  Choose /
3.  Populate the relevant fields and save the case record

4.  Uploading Documents

There are several methods for uploading documents. Within SharePoint you can use ‘Open with Explorer’ or ‘Drag and Drop’.

You will first of all need to create a Case folder, to do this open the case record and click Documents.

4a. Drag and Drop

1.  Navigate to and open the document case folder in SharePoint, keep this window open in your internet browser.

2.  Navigate to and open the network folder (where your documents are saved) within Windows Explorer

3.  Highlight the document(s) you wish to save to the Case folder.

4.  ‘Drag’ the highlighted documents to the SharePoint case folder, ensure you drop the files within the highlighted box area.

Tip! Arrange your internet browser and Windows Explorer windows so you can see both before you highlight the document(s).

4b. Save As SharePoint

You can save directly from an application without opening SharePoint, a one-off process must be followed first, see details in the training manual for how to map your network drives.

1.  Open or Create your application, eg Word document

2.  Click File

3.  Choose Save As

4.  Choose SharePoint

  1. The Recent Folders will list case folders you have recently used.
  2. Browse allows you to search for the relevant folder.

Note: You can also open documents or spreadsheets which are saved in SharePoint without logging into SharePoint or Dynamics. To do this open the application, eg Word, navigate to the File menu then choose Open and browse through your case folders.

5.  Updating Cases

Posts, Activities and Notes can be used to record case updates.

Posts: see automatic posts, eg when a case is created, assigned etc or you can record manual posts.

Activities: record phone calls (incoming or outgoing), voicemails, Tasks, Emails and Appointments

Notes – can be used to record additional information.

5.  Useful Documents

Please also refer to the training manual and FAQ document.