Create a customer service schedule and define the work hours

Create a customer service schedule and define the work hours To define when your service or support team is available for providing support to customers, create a customer service schedule in Microsoft Dynamics CRM. A customer service schedule determines the business hours for each day in a week and also the weekly off. Microsoft Dynamics […]

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Create an entitlement to define the support terms for a customer

Create an entitlement to define the support terms for a customer Define what kind of support your customers are eligible for by creating entitlements in Microsoft Dynamics CRM. With entitlements, you specify the support term based on number of hours or number of cases. The customer’s support level can vary based on the product or […]

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Disable or enable Service Level Agreements (SLAs) for cases

Disable or enable Service Level Agreements (SLAs) for cases If your organisation has installed and applied updates from Microsoft Dynamics CRM Online Spring ‘14 or Microsoft Dynamics CRM 2013 Service Pack 1 (SP1), or if your organisation is using the Microsoft Dynamics CRM Online 2015 Update or Microsoft Dynamics CRM 2015, you can define service […]

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Define service level agreements (SLAs)

Define service level agreements (SLAs) Define the level of service or support that your organization agrees to offer to a customer by using service level agreements (SLAs) in Microsoft Dynamics CRM. Include detailed items to define metrics or key performance indicators (KPIs) to attain the service level. KPIs help you get a timely warning on […]

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View, block, or deactivate a social profile

View, block, or deactivate a social profile Track the high influencers, and the customers for your business, and save them as contacts in Microsoft Dynamics CRM with their social profile information. You may want to get in touch with these resources later, for marketing or brand building purposes. With the social care sample, you can […]

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Use articles in the knowledge base

Use articles in the knowledge base Make critical knowledge available to everyone by capturing it in articles in Microsoft Dynamics CRM. Create a customized library for business information, product guides, data sheets, and other articles with timely and relevant information. An administrator sets up a subject tree to categorize articles based on your organisation’s unique […]

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Improve customer service with better automation and tracking

Improve customer service with better automation and tracking Improve customer satisfaction by tracking and recording their issues, maintaining service levels, and managing service terms through entitlements in Microsoft Dynamics CRM. Create queue and route cases You can create queues to sort incoming cases according to subject-matter expertise or product or services to ensure that a […]

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Configure the process flow for customer service

Configure the process flow for customer service The process flow bar organizes tasks under various stages, which are used to easily lead you through the process of case resolution. The process flow bar also highlights the stages and tasks that you’ve already completed. You can configure the bar to add or update the stages, steps, […]

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Get started with service management

Get started with service management Easily set up and manage your customer service tasks from one place by using the Service Management page in Microsoft Dynamics CRM. Set up everything related to customer service, like defining parent-child case hierarchy, creating queues, routing rule sets, rule for automatic case creation, service level agreements (SLAs), entitlements, and […]

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Basics of service and service scheduling

Basics of service and service scheduling Avoid disruptions in service by making sure that your resources are scheduled optimally and efficiently. Learn the basics of getting started with managing services and service scheduling in Microsoft Dynamics CRM. Understand the service terminology Service: A type of work, such as a maintenance activity, performed for a customer […]

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