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 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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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 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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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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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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