Supporting Customer Service with Microsoft Dynamics CRM Online
Microsoft Dynamics CRM Online includes a set of features that work together to help you track and record your customer service activities.
Recording Entitlements Through Contracts
A contract and its specific contract lines document the details of the services to be provided to an account. This includes the number of calls allowed or the total number of minutes that can be spent.
More information: Creating Contracts
Tracking Customer Service Through Cases
When a customer contacts your organization, a Customer Service Representative (CSR) opens a case and enters information about the customer and the customer's issue.
If the person who opens the case is not the one to resolve it, the case can be assigned to a queue or to another CSR.
By logging activities and time spent on a case, a manager can track performance and productivity. Open and resolved cases can be searched. A resolved case can be reopened so that additional activities and time can be logged against it, if necessary.
More information: Using Queues to Manage Your Activities and Cases
Queuing and Routing Services
You can create queues to sort incoming cases according to subject-matter expertise, product teams, or other business designations to ensure that a CSR with the right experience gets each case. You can also assign cases directly to specific CSRs. More information: Creating Queues for Incoming Cases
Sharing Information in the Knowledge Base
CSRs can share information, including common issues and the approved fixes, product sheets, and updates, in the form of searchable articles stored in the knowledge base. After a CSR finds the right article, the CSR can e-mail the article directly to the customer and store it with the case for review later. More information: Publishing Articles in the Knowledge Base
With scheduling, you can provide a service to your customers and ensure that the right combination of personnel, facilities, and equipment are available to perform the service. You can also track a customer's preferences for time of day, service, and personnel. More information: Defining Rules and Resources for Services
Managing Performance and Productivity Through Reports
Reports are an efficient way to stay informed of customer service performance in your organization. With this information, you can create more precise schedules, forecast resource needs, and manage performance improvements. More information: Default Service Reports