Cases is the service and request management module of the So365 One platform.
It gives teams a simple, governed way to triage, track and resolve service requests directly inside SharePoint, Teams and Outlook - with all data staying securely in your Microsoft 365 tenant.
One unified solution for sales → delivery → support
Three modules. One shared Microsoft 365 data foundation. End‑to‑end operational insight.
Cases works seamlessly alongside CRM and Projects as part of the integrated So365 One platform.
Cases link automatically to customers and active projects
Support teams see full context without chasing for details
Opportunities → Projects → Cases stay connected throughout the lifecycle
Designed to work with Microsoft Copilot experiences across the full journey
Configurable by design - extend fields, workflows and automations as needs evolve
Your organisation gets true 360° visibility - without switching tools.
Key Cases features
The essentials - with much more available.
Case intake & triage
Create cases consistently from Teams, SharePoint, Outlook or forms.
Prioritisation & assignment
Assign owners, manage queues and track SLAs clearly across teams.
Activities & communication
Store updates, comments, emails and documents - all within Microsoft 365.
Audit trail & history
Every action and update is logged automatically for assurance and compliance.
Link to CRM & Projects
Cases stay connected to customers, contacts, opportunities and project work.
Dashboards & visibility
Monitor volumes, trends and service performance - Power BI‑ready reporting.
Why organisations choose So365 Cases
Built on the Microsoft 365 foundation you already trust
Microsoft 365-native foundation
No external ticketing system - all case data stays in your tenant
Fast adoption - teams work in Teams, Outlook and SharePoint
Designed to work with Microsoft Copilot - for summaries and insights
Lower cost of ownership - no standalone case tools or external integrations
Strong governance - permissions, sensitivity labels and retention apply automatically
Simple automation - notifications, escalations and workflows via Power Automate
Lower cost of ownership - no standalone case tools or external integrations
What Cases unlocks as part of So365 One
Seamless visibility across sales, delivery and support
Clear, structured case management without extra systems
Faster resolution through full customer and project context
Stronger governance and audit readiness
Higher adoption through familiar Microsoft tools
Automated escalations, reminders and service workflows