The RELATED tab

The RELATED tab provides information related to associated cases, opportunities, contacts, and entitlements. The following screenshot displays the information related to the CONTACTS entity:

To create new records of any type, the customer representative can just click on the + button. This will open a new page in which the representative can enter details about the new activity. To open the cases assigned to the customer representative, the user can navigate to Service | Cases:

 Next, user opens the record of the case and then navigates to the activities section. The following screenshot shows some of the key information and activities that a representative can perform on the case:

In the related sub-grid section, the representative can browse for knowledge base articles and a list of cases similar to the current case. The criteria for defining similar cases are configured in Dynamics 365. The following screenshot shows knowledge base articles with respect to the current case:

The DETAILS section of the case form provides general information about the case. The user can also edit the information by just clicking on the field that they want to edit:

Now, let's have a look at the Case Relationships section. It provides a list of Merged Cases, Child Cases, and Associated Knowledge Records:

The SLA section provides a list of the SLAs associated with the case:

In certain cases, there could be a business process associated with the case. In this example, the case is going through a business process with Identify, Qualify, Research, and Resolve as the possible stages. A flag indicates the current stage. The customer representative can move to the next stage by clicking the Next Stage button. Take a look at the following screenshot:

In Dynamics 365, the customer representative can execute various functions, such as resolving the case, converting it to a knowledge base, and so on: