Follow a case from call to closure
Published: January 1, 2008
The following diagram illustrates a case from the first customer call to case resolution in Microsoft Dynamics CRM. A case is a record of an interaction between a customer and a customer service representative (CSR). The work a CSR performs to close the case is tracked as activities.
Initiate and verify
In this scenario, the initial call is taken by a
CSR level I, who looks up the customer record and the contract. Individual contract lines in the
contract identify the level of customer service that the
CSR can provide. The CSR confirms that
the customer has a contract line that allows a specific number of minutes of customer service time,
and that the customer has not exceeded that limit.
Research
After the
CSR confirms that the customer is eligible for customer service, he creates a new
case and escalates the
case to a
CSR level II. (If the call were about an existing
case, the
CSR could reopen the
case and Microsoft Dynamics CRM would automatically reassign the
case to the CSR that originally closed it.
Billing time continues to accrue through new activities.)
Resolve
Using activities, the
CSR level II tracks her time researching and resolving the
case. The time that CSRs spend is recorded in the individual activities, which are then rolled up into the specific contract line. Before the
CSR level II resolves the
case, she can manually adjust the total billing time spent on the
case, if necessary.
