we need an experienced developer and CRM dynamics 2016 expert. we need to create an entity, which is a "FREIGHT CLAIM". actually we can handle it as a case, it all comes down to the functionality of the case vs a new "claim" entity.
a freight claim, is a format and information sent to a motor carrier, to present a claim for damage or shortage. we need it to be as customer oriented as possible. we are envisioning it, to work, based on a "link" we send to the customer, and they will have to fill the form out, and once they fill it out, it will immediately be integrated onto the CRM entity (or case) and the proper fields. also, based on some fields info, and triggers, we need another email/fax/template document to be sent to the motor carrier, with certain information pre-populated from the fields, and other info pre-populated on the template. after the letter is received, and if certain triggers change in the system (such as "claim received, received but more information required, etc) another set of "timing" emails will be send to either the carrier, or the customer, until complete resolution of the claim has been made, or the claim gets denied.