Using Case Management to handle Resource Requests – Overview


Some professional service organizations use a centralized resource management function to manage staffing and resourcing of projects. The Service Industries customer model that we use in defining customer scenarios has a persona specifically for this function. Her name is Reina. In this series of blog posts, I’ll show you how you can use the Case Management feature of Dynamics AX to help Reina manage various requests that project managers have for staffing projects.

In our scenario, Reina is a dedicated resource manager who is accountable for finding qualified staff to work on software implementation projects. She works with dozens of project managers around the world and finds available staff in 5 geographic regions. Each role in each project has specific skill requirements and may also have requirements for travel, visas, security clearance levels, certifications or language skills. In cases where there are no employees that meet the requirements for the engagement, she will work with contingent staffing providers to staff the project.

Reina needs to prioritize the requests from project managers and make sure she is meeting her commitment to quick turn-around with the project managers she serves. Case Management can help by:

 • Defining a standardized process for evaluating resources
 • Associating the case with staffing requirements in the new “Project Team” feature in CU7
 • Enabling notifications and queuing of requests from different project managers
 • Ensuring and tracking case resolution and comparing it to agreed-upon Service Level Agreements (SLA)

Well, that’s enough for my very first post in this blog. I’ll be back soon with information on how to set this up on the Demonstration HyperV image and then eventually a walkthrough of how it looks once it is set up.

Thanks for reading,
Tom

Comments (2)

  1. Muhammad Aurangzeb says:

    Thanks for the intro. post, some screenshots / setup screens would be very helpful if you can upload.

  2. Muhammad Aurangzeb says:

    Thanks for the intro. post, some screenshots / setup screens would be very helpful if you can upload.