Effortless Case Management, Natively in Microsoft 365
Handle support, requests, and issues - without leaving Microsoft 365. SoCases connects your case management workflows to Outlook, Teams, and SharePoint, keeping everything secure, accessible, and always in context.
With enterprise-grade security, single sign-on, and full data ownership, SoCases helps your teams stay responsive and organised - so nothing slips through the cracks.
Why Microsoft 365-Native Matters
SoCRM runs natively inside your Microsoft 365 tenant - giving you full control over your data, seamless integration with familiar tools, and enterprise-grade security without the need for external platforms.
Seamless Integration
Works directly within Outlook, Teams, SharePoint, and Power Platform - no need for external systems or separate logins.
Familiar User Experience
Users interact with tasks and data inside the apps they already use - boosting adoption and reducing training overhead.
Data Ownership and Residency
Your data stays within your own Microsoft 365 tenant, giving you full control over where it lives and how it's managed.
Flexible Configuration
Built on Microsoft’s low-code platform, allowing fast setup, easy customisation, and scalable workflows.
Enterprise-Grade Security
Benefit from Microsoft’s built-in compliance and security standards, including GDPR, ISO 27001, and SOC.
Cost-Effective Deployment
Leverages your existing Microsoft 365 licences - avoiding the cost and complexity of third-party platforms.
The AI Advantage with Copilot
So365 One is Microsoft 365-native, unlocking Copilot across your tenant without extra setup. Copilot works seamlessly in Outlook, Teams, SharePoint, and Power Platform, delivering intelligent assistance and automation. As Microsoft expands Copilot, So365 One evolves instantly - keeping you future-ready without added complexity. Native means AI-ready by design.
WHY SoCASES
Key Benefits
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Unified experience
Log and manage cases entirely within So365 One - no need for separate systems or integrations.
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Full traceability
Track every action, communication, and update in a complete activity history for each case.
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Configurable workflows
Define categories, severities, and SLAs to drive consistent internal processes and escalation paths.
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Faster resolution
Assign cases, track progress, and collaborate in real time to resolve issues quickly and effectively.
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Better reporting
Capture impact, root cause, and follow-up actions for better reporting and continuous improvement.
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Seamless integration
Connect cases with Outlook and Teams to send emails, schedule meetings, and log activities.
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Smart automation
Automatically create cases from emails, calculate SLA deadlines, and merge duplicate cases.
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WHAT DOES IT DO
SoCases Key Features
Case dashboard & filtering
View all active, resolved, and closed cases at a glance. Filter by ownership, status, or activity to focus on what matters most.
Category & severity management
Define categories per client and link them to specific services or projects. Assign severity levels with associated SLAs and escalation timelines.
Case status management
Move cases through predefined statuses - New, Assigned, On Hold, Resolved, Closed, or Cancelled - to reflect real-time progress.
Outlook & Teams integration
Send emails or schedule Teams meetings from within the case. Emails are auto-logged via blind copy to the case mailbox.
Case merging
Consolidate duplicate cases into a single master record. All notes, activities, and history are preserved and reassigned.
Case creation & auto-logging
Create cases manually or automatically from connected mailboxes. Capture key details including title, description, client, and contact.
SLA tracking
Automatically calculate resolution and escalation targets based on severity and date raised - helping you stay on track and accountable.
Activity history
Log emails, calls, meetings, notes, and tasks directly against each case. All actions are timestamped and attributed for full traceability.
Resolution & closure
Capture impact, root cause, remediation, and containment actions before closing a case - supporting audit, compliance, and learning.
Contact management
Link cases to client contacts or auto-create new ones from incoming emails. Maintain a clear record of who’s involved.
ONE PLATFORM
Powered by So365 One
All So365 One modules are powered by the same secure, Microsoft 365-native foundation. That means every module - including SoCases - includes the core capabilities of the So365 One platform:
Account management
Contact management
Document management
Unified dashboards
Microsoft 365 integration
Activity tracking
Email tracking
Notifications
Mobile experience
These features ensure that no matter which module you use, your teams benefit from a consistent, connected experience across the entire customer lifecycle.
ADAPTABLE BY DESIGN
Future-proof your investment
SoCases is a fully integrated module of the So365 One platform, designed to grow with your business. It’s easy to configure and manage, and can be tailored to your case management workflows.
Need more? SoCases can be extended with custom fields, workflows, and reporting - or used as the foundation for a bespoke solution, enabling you to build a case management experience that fits your business perfectly.
Extend So365 One
Choose the modules that match your business needs - all fully integrated with the core platform.
