Use sites to manage your service locations

Use sites to manage your service locations Create sites to define the locations where you provide service to your customers. When you’re scheduling resources, you can define which resources will work on which site. Make sure that you have the System Administrator or System Customiser security role or equivalent permissions.  Check your security role a. […]

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Create or edit a resource group

Create or edit a resource group Use resource groups to group users, facilities, and equipment as part of the selection rules for a service. Create a resource group Go to Settings > Business Management. (How do I get there?) Choose Resource Groups. On the Actions toolbar, choose New. In the Resource Groups form, enter information […]

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Define subjects to categorise cases, products, and articles

Define subjects to categorise cases, products, and articles Subjects are used in cases, sales literature, products, and articles. Create a simple selection rule This procedure assumes that no selection rules have been created previously for this service. Make sure that you have the System Administrator, System Customiser, Sales Manager, Vice President of Sales, Vice President […]

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Define support terms for customers by using contracts

Define support terms for customers by using contracts Effectively track the terms and conditions of support you’ll provide to customers for the products they’ve purchased. In Microsoft Dynamics CRM, contracts define information like the duration of the contract, how many case incidents or minutes of service the customer has purchased, and what hours and days […]

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Create or edit a contract

Create or edit a contract Use contracts and contract lines in Microsoft Dynamics CRM to define accurate terms and conditions for the support or services to be provided to your customers. Create a contract Note Although it is possible, creating a contract from an account is not recommended. The contract does not associate to the […]

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Create or edit a service

Create or edit a service To make scheduling services quick and easy, it’s helpful to predefine the specifics of the services you’d provide to customers. By using the service records in Microsoft Dynamics CRM, you can define: How long a service activity would last What resources are available for the service activity, like users, facilities, […]

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Schedule time off

Schedule time off You can schedule a period of time in the middle of a schedule when a resource is not available to be scheduled for a service activity. For a user, this could be a sick day or vacation. For a facility or equipment, this could be an equipment failure. More information on scheduling […]

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Set when your business is closed

Set when your business is closed Prevent scheduling resources on holidays and other nonworking days by defining business closures in Microsoft Dynamics CRM. You can set both the days and times that your organization will be closed. Make sure you have the Schedule Manager Security role or equivalent permissions to update the business closures.  Check […]

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Set up a holiday schedule

Set up a holiday schedule Avoid having your service level agreements (SLAs) impacted when you’re service organisation is closed by creating a holiday schedule and adding it to your service calendar. For example, if your service organization has a SLA to reply to email cases within two business days, you can create a holiday schedule […]

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Use the workplace calendar

Use the workplace calendar Use the calendar to view the appointments and service activities that you have to participate in. Go to Marketing > Calendar. (How do I get there?) On the calendar, change the view by doing any of the following: To change the calendar view, under Calendar Views, choose one of the views: […]

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