Cases is the case management platform within So365 One, designed to support service requests, investigations and operational workflows.
It helps organisations manage service requests, investigations, compliance processes and operational casework from a single Microsoft 365-native platform.
Using configurable case templates, dashboards, service levels, stakeholder management and workflow automation, Cases adapts to the way your organisation works.
Built for more than tickets
Most case management solutions are designed around a single workflow.
Cases adapts to the way your organisation works.
Create multiple case types, each with their own:
• Fields and data capture
• Workflow stages
• Categories and SLA rules
• Dashboards and reporting
• Stakeholder models
• Security controls
• Document locations
Whether you're managing support requests, compliance investigations, HR processes, advisory work, property administration or customer enquiries, Cases provides a single platform that flexes around the process rather than forcing teams into a one-size-fits-all approach.
One unified solution for sales → delivery → support
Three modules. One shared Microsoft 365 data foundation. Complete operational visibility.
Cases works seamlessly alongside CRM and Projects as part of the integrated So365 One platform.
Cases automatically connect to customers, contacts and active projects
Support teams see complete context without chasing information
Opportunities → Projects → Cases remain connected throughout the lifecycle
Multiple case processes can operate from a single platform
Stakeholders, communications and activities remain linked to the wider client journey
Designed to work alongside Microsoft Copilot experiences across the full process
Configurable by design, with extendable fields, workflows, dashboards and automations
Supports multiple case types, teams and operational workflows
Delivers a complete view of sales, delivery, service and operational activity
Your organisation gains true 360° visibility across customer interactions, delivery work, service requests and operational processes, without switching systems.
Key Cases features
The essentials - with much more available.
Configurable case templates
Configure fields, stages, wrkflows, dashboards and security for different business processes.
Timeline & audit trail
Track ownership changes, progression, decisions and activity history throughout the case lifecycle.
Case summary workspace
Bring together stakeholders, activities, service levels, documents and progress into a single operational workspace.
Stakeholder & relationship management
Associate multiple contacts, organisations and roles with every case.
Security & sensitive cases
Protect confidential information through case-level restrictions, template permissions and Microsoft 365 governance.
Dashboards & process intelligence
Measure compliance, progress, outcomes and operational performance using configurable dashboards.
SLA & service management
Automate escalations, priorities and service commitments through configurable business rules.
Microsoft 365 integration
Work seamlessly across Teams, Outlook, SharePoint, CRM and Projects.
Flexible Case Templates
At the heart of Cases is a powerful template architecture.
Templates allow departments, teams and service areas to work differently while sharing the same platform and data foundation.
Templates can define:
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Specialist data fields
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Workflow stages
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Categories and sevrities
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SLA calculations
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Stakeholder roles
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Security permissions
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Dashboards and reporting
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SharePoint document locations
From straightforward request management to highly specialised operational processes, Cases provides the flexibility to support the way your organisation operates.
Timeline, Audit Trail & Case History
See exactly how a case has evolved.
Cases automatically records important milestones and changes throughout the lifecycle of a case.
Track:
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Ownership changes
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Category updates
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Severity changes
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Stage progression Tasks and interventions
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Activity history
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Key operational decisions
Perfect for governance, reporting, investigations, compliance and service reviews.
Security & Sensitive Case Management
Protect confidential work while maintaining usability.
Cases supports:
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Restricted visibility cases
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Team-based access
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Template-based permissions
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Locked and sensitive cases
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Segregated document locations
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Microsoft 365 governance controls
Ideal for HR matters, investigations, complaints, legal reviews and regulated processes.
Case Summary Workspace
Give case workers, advisers and service teams everything they need in one place.
The Case Summary Workspace provides visibility of:
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Status and ownership
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Service level targets
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Stakeholders and contacts
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Activities and communications
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Timeline and audit history
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Documents and attachments
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Linked customers and projects
Teams can immediately understand where a case stands and what happens next.
Activities, Communication & Stakeholders
Cases is designed around real-world collaboration.
Associate multiple contacts and stakeholders with each case, including people from different organisations, contractors, advisers and external partners.
Capabilities include:
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Multiple stakeholders per case
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Defined stakeholder roles
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hone and email actions
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Notes and activity tracking
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Tasks and follow-up actions
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Teams collaboration
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Full communication history
Every interaction remains associated with the case record.
Dashboards, Reporting & Process Intelligence
Cases goes beyond simple tracking
Templates can provide specialised dashboards designed around the process being managed.
Examples include:
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Compliance scoring
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Property health monitoring
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IT service diagostics
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Operational progress indicators
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Outcome reporting
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SLA performance monitoring
Transform case data into meaningful operational insight.
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
Flexible case templates - for different service teams, departments and service types
Timeline tracking & outcomes - for governance, compliance and service improvement
What Cases unlocks as part of So365 One
Multiple case processes within one solution
Configurable templates and workflows
Rich stakeholder management
Complete audit trails and case history
SLA-driven service delivery
Process-specific dashboards
Strong governance and compliance
Microsoft 365-native collaboration
Connected sales, delivery and support operations
Connected sales, delivery and support operations