Use the Unified Service Desk

Use the Unified Service Desk Unified Service Desk Base package Unified Service Desk for  CRM 2013 SP1 with product updates package Unified Service Desk for CRM 2013 SP1 package Set up and use Unified Service Desk for customer service Unified Service Desk Base package Unified Service Desk (USD) is a desktop application that helps your […]

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Manage queue items

Manage queue items Assign an activity to a user or queue Find what’s assigned to you in a queue   Assign an activity to a user or queue If you would like another person in your organization to work on an activity, you can assign the activity to that person or move it to another […]

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Create and manage activities

Create and manage activities Schedule a service activity Navigate the service calendar Find the next available time before creating a service activity Create a service activity without checking for conflicts Schedule a service activity Use this form to search for an available time for a service activity. You can either search for an open time […]

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Create or edit an appointment

Block time to meet or talk to your customers by using appointments in Microsoft Dynamics CRM. You can modify any of the information in an open appointment. If you change the date and times of the appointment, Microsoft Dynamics CRM will recheck for schedule conflicts. The calendar displays canceled and completed appointments and service activities. […]

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Create and manage parent and child cases

Create and manage parent and child cases You can manage multiple cases more efficiently if you use parent and child cases in Microsoft Dynamics CRM. When you need to track a case where work needs to be done by other departments or when you need to track the same issue for multiple customers, you can […]

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Merge similar cases

Merge similar cases Eliminate redundancies between similar cases in Microsoft Dynamics CRM by merging them into one case. When a customer opens multiple cases about the same issue (through different support channels) or when multiple customers from the same account call in about the same issue, you can merge those cases into one case so […]

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Work with cases

Work with cases Create and manage a case Keep track of your customer requests and issues by creating support cases in Microsoft Dynamics CRM. When a customer contacts support with a question or problem, you can quickly check if there is an existing case or open a new case and start tracking the issue. You […]

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Define status reason transitions for incident (case) management

Define status reason transitions for incident (case) management There’s new capability to specify status reason transitions for the Case record type (entity) or custom record types. Important For Microsoft Dynamics CRM Online organizations, this feature is available if you’ve applied product updates for CRM Online Spring ’14, or if you’ve installed the CRM Online 2015 […]

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Add a timer control to the Case form to track time against an SLA

Add a timer control to the Case form to track time against an SLA You can add a timer control to the Case form to help customer service representatives gauge the amount of time they have to complete a task—typically associated with a service level agreement (SLA). The timer control initially displays a count-down timer […]

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