Microsoft Dynamics 365 COSMIC Case Management

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Microsoft developed COSMIC (Customer Obsessed Solution Management and Incident Care) to help streamline the tasks required to complete a transaction. It provides a clear view of the case as it progresses and uses defined stages to show status from start to finish. It’s one tool of many that your business can leverage with Microsoft Dynamics 365.

Complex contracts and transactions—such as agreements, orders, and amendments—can be hard to track in a large, global company. Like many others, Microsoft needed a robust management system to efficiently process—and answer questions about—multi million-dollar contracts and associated transactions. To meet this need, Core Services Engineering (CSE, formerly Microsoft IT) developed COSMIC, a Microsoft Dynamics 365–based contract and transaction case management solution. COSMIC provides a clear view of the case as it progresses, and uses defined stages to show status from start to finish. The stages also help Microsoft track vendor performance, and business process controls and analytics help manage outsourced operations more efficiently.

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