Set up queues to manage activities and cases

Set up queues to manage activities and cases Use queues to organise, prioritise, and monitor the progress of your work. In Microsoft Dynamics CRM, queues are containers to store anything that needs to be completed or requires an action. For example, completing a task or closing a case. Note For CRM Online organisations, the Private […]

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Create or edit a queue

Create or edit a queue Make sure that activities or unresolved cases are acted upon faster by using queues in Microsoft Dynamics CRM. Queues can be useful in: Having a centralised list of pending work that needs attention Sorting tasks by type or by the people assigned to complete them Use queues to categorise and […]

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Set up rules to automatically create or update records in CRM

Set up rules to automatically create or update records in CRM Overview Every organisation has multiple applications to capture customer interactions. An ability to channel external data into the Microsoft Dynamics CRM records can significantly improve the efficiency of your sales, marketing, and service teams, and increase the quality of your data. You can now […]

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Automatically create a case from an email

Automatically create a case from an email Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Microsoft Dynamics CRM. The conditions in these rules automatically convert emails to support cases. Note For Microsoft Dynamics CRM Online organizations, this feature […]

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Create rules to automatically route cases

Create rules to automatically route cases Use routing rules in Microsoft Dynamics CRM to automatically route the cases to the right people on right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific queues. Note For Microsoft Dynamics CRM Online organizations, this feature is available […]

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Define settings for parent and child cases

Define settings for parent and child cases In Microsoft Dynamics CRM,  you can track multiple issues for a customer, or track the same issue that’s affecting multiple customers, using parent and child cases. For example, you could track a case where work needs to be done by other departments. The primary case or issue is […]

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Create or edit a selection rule

Create or edit a selection rule Before you can add a resource to a service, you must define a selection rule to determine how resources are selected for service activities. You can create a simple rule that selects resources from a list, and nest selection rules and sub-rules to create compound and complex rules.  A […]

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Restrict a resource from performing a service

Restrict a resource from performing a service You can restrict a resource from performing a service and define the service capacity for the resource. You can also restrict when a resource is available to be scheduled for a specific service. The resource is still available for scheduling service activities for other services. Make sure that […]

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Set work hours of a resource

Set work hours of a resource You can set the hours a user works or set the operating hours for a facility or equipment. By default, users, facilities, and equipment are set up for a 7 days a week, 24-hour schedule. You can edit existing work hours by following steps 1 and 2 to navigate […]

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Set the capacity required for a service or resource

Set the capacity required for a service or resource Define a limit to the number of activities a resource can perform in a stipulated time by setting the capacity of the resource and services in Microsoft Dynamics CRM. You must set both the capacity of the service and of the resources required for the service. […]

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