User Review
( votes)In CRM, “Cases” are the go-to feature for managing service tickets—but what if they’re too rigid for your real-world process?
In Episode 2 of Not Your Grandfather’s CRM, Steve Pestillo walks through a custom-built service module we created for a printing company client. Rather than use the built-in Case entity, we opted for a simpler, more flexible solution using Microsoft Power Platform.
Key features of this approach:
- Custom stages that don’t follow a strict flow
- Technical contacts pulled from flagged records
- Team-based assignment (no queues!)
- Kanban view for drag-and-drop stage management
- Ticket creation directly from emails
Why did we skip “Cases”? They didn’t fit. The client needed a solution that let them zig-zag between stages, not follow a fixed path. They needed speed, clarity, and control.
- Watch the full demo
- Learn more about low-code service automation at www.p2automation.com
The post Why a Custom CRM Service Module Worked Better Than Cases appeared first on CRM Software Blog | Dynamics 365.
