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Define subjects to categorize cases, products, and articles

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Applies To: Dynamics 365 (online), Dynamics 365 (on-premises), Dynamics CRM 2013, Dynamics CRM 2015, Dynamics CRM Online, Dynamics CRM 2016

Microsoft Dynamics 365 includes a subject organizational structure that lets you mark and categorize service cases, knowledge base articles, products, and sales literature. By using the subject hierarchy, you can classify service cases to quickly provide service to your customer. You can also provide the appropriate sales literature. You’ll also be able to better understand gaps in your sales literature, evaluate service quality by subject area, and improve reporting on the performance of your products.

Create or edit a subject

  1. Go to Settings > Business Management. Click > Subjects. You can also get there by going to Settings > Service Management > Subjects.

  2. To add a subject, under Common Tasks, click Add a Subject.

    -OR-

    To edit a subject, in the Subject Tree, select a subject, and then under Common Tasks click Edit Selected Subject.

  3. In the Subject dialog box, enter the required information:

    • Title: Type a name for the subject. This is a required field.

    • Parent Subject: To search for and select a parent subject for the new subject, click the Lookup button.

      -OR-

      To make the new subject a parent subject, leave the Parent Subject box empty.

    • Description: Type a descriptive statement about the subject.

  4. Click OK.

See Also

Create and manage a case (Customer Service)
Get started with service management (Customer Service)