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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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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