Transcript of Video
No matter what kind of services a business offers to customers, there is always the challenge of knowing who can do the work, if they have the equipment they need, and when they are available. Figuring this out quickly can be the difference between good customer service and great customer service.
Microsoft Dynamics CRM helps you find the right combination of people, skills, and equipment.
When setting up a service, you define two things: the basic information, such as the name of the service and how long it should take to complete, and the selection rules, which define who is going to perform the service and when, plus any equipment needed.
Selection rules are like creating the menu in a deli. First, you decide what should go into which category, and then how many of each you can choose: One from column a, two from column b, and so on.
Even though it is not part of a service, you may want to set up work schedules for your resources. This way, when you schedule a service, the resources’ availability is considered.
For flexibility during scheduling, rather than listing each person who can perform the service, you group people with like skills or certifications into a resource group. These resource groups are treated as a pool. Anyone from that pool can be scheduled for the service. You can also do this with equipment and facilities.
If you have multiple sites, CRM only suggests resources for the site you specify.
You can add or remove people, equipment, and facilities in the selection rule after the service is created.
When a customer wants to schedule a service, CRM calculates a list of possible times, based upon the resources available, and gives you a list of the best matches. The time and resource you select from that list, and the service they will perform for the customer, is saved as a service activity.
The people performing the service can see the service activity in their list of activities or in their Work calendars.
All of your organization’s service activities can be found in the Service calendar. From this calendar, view service activities by day, week, or month. Check for scheduling conflicts, update statuses, and even reschedule.
Use Services in Microsoft Dynamics CRM to schedule the work you do for customers faster and more accurately, with the right mix of tools and expertise to get the job done.
