Articles about customer service processes in Microsoft Dynamics CRM Online

Customer service is an integral part of any organization. To keep loyal customers, it is very important to improve the customer experience by providing excellent customer service.

This article contains links to various resources that you could use to become familiar with the customer service processes of Microsoft Dynamics CRM 2011, and to learn how you can use Microsoft Dynamics CRM Online to record and track your customer service activities and improve customer interaction.

Getting started

9 steps to get started with customer service

These are the nine key things you should know about the customer service features of Microsoft Dynamics CRM Online, including terminology, quick tips, and using reports.

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6 steps to get started with managing services

These are the key things you should know about managing services in Microsoft Dynamics CRM Online, including terminology, quick tips, and using reports.

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Follow the life cycle of a case

Learn how to follow a case from initiating activity to resolution.

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Organize and track your activities

Activities are used to track and record your interactions with customers. Follow an activity through a complete life cycle, from creating the activity though closing.

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Track work items in queues

Track work items, such as activities or cases, using queues.

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Using services

Learn how to manage human and physical resources when creating customer service calls.

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Maximize your productivity

Video: Getting started with cases

This video explains how cases can help you know your customer and provide better customer service. Length: 2:53 minutes

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Video: Simplify scheduling with services

In this video, you can learn how services can help you schedule service activities for your customers faster and more accurately. Length: 2:35 minutes

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Video: Improve customer service with contracts

This video introduces you to how contracts and contract lines can help you provide better customer service. Length: 2:18 minutes

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Video: Organize and centralize articles for your business

This video explains how to make critical knowledge available to everyone in your organization by capturing it in articles. Length: 2:06 minutes

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Personal customizations

Everyone can personalize Microsoft Dynamics CRM Online. Know the personalizations that everyone can perform so that you can focus on customizations that affect the entire organization.

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