Click any link to find articles related to using Microsoft Dynamics CRM to manage customer service processes.
Getting started
10 steps to get started with customer service
These are the ten key things you should know about the customer service features of Microsoft Dynamics CRM, including terminology, quick tips, and using reports.
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Book excerpt: Getting Around in Microsoft Dynamics CRM
This chapter from the book "Microsoft Dynamics CRM 4.0 Step by Step" gives you the basic information you need to learn to navigate and use Microsoft Dynamics CRM. Included in the chapter are a guide to the user interface and instructions on setting personal options, using lookup fields, and finding additional help information.
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Are you neglecting any customers? Run a report to find out
Besides using the default Neglected Cases, Neglected Accounts, and Neglected Leads reports, you can make your own using Microsoft Office Excel 2003 and Microsoft Dynamics CRM.
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Tricks and tips from people who use Microsoft Dynamics CRM
The Microsoft CRM community is sharing their best practices, shortcuts, and tips for using Microsoft Dynamics CRM.
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Quick tip: using abbreviations in the Service Calendar
Make essential scheduling information visible on your service calendar for appointments and service activities in Microsoft Dynamics CRM.
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Are you being served? Follow a service activity from call to reservation
An at-a-glance diagram of how a service activity is created, from the initial customer call to searching for availability and making the reservation.
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Follow a case from call to closure
An at-a-glance diagram of how you can take a simple case from the initial customer contact through its resolution.
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Scheduling for a service business
A food service scenario is used to illustrate how to schedule service activities, in Microsoft Dynamics CRM, for a business whose primary product is a service, such as scheduling personnel for concession stands.
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Capture and share your team's collective knowledge
Not everyone can be an expert. Create a knowledge base of articles to capture and share your organization's valuable information.
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Why can't I see some of the menus or buttons?
This article discusses why you may not see or be able to use some menus or buttons and explains security roles.
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Maximize your productivity
Get ready for vacation
Share your records with specific co-workers, reassign scheduled activities, and send customers a notice that you'll be out on vacation.
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Find information faster by customizing the Quick Find view
Customize the Quick Find view to search on the data that is most relevant.
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Customer Service and Cases
Manage your time and activities with help from reminders
Microsoft Dynamics CRM doesn't have reminders, but you can use the integration with Microsoft Outlook Office to leverage reminders for some activities.
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Simple steps to take toward accurate case resolution
Find out why cases are being resolved by customizing the resolution type.
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Track returned products
Set up cases to track returns and generate a report to view the data collected.
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Scheduling Services
8 steps to managing services
These are the key things you should know about managing services in Microsoft Dynamics CRM, including terminology, quick tips, and using reports.
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Keep customers coming back with follow-up services
Schedule a follow-up service activity as part of your check out process.
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Let your business take a day off
Use business closures to block out people's schedules, at the same time, during holidays, company meetings, and other times your organization is unavailable for service activities and appointments.
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Scheduling service priorities in the Service Calendar
Is your business itself a service? In this article you can learn about scheduling services in Microsoft Dynamics CRM, if that is your central business activity.
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Reschedule an appointment in 1 minute
As customers significantly increase their daily activities, trying to schedule time to service a purchased product can be challenging. With the Service Calendar in Microsoft Dynamics CRM 4.0, you can reschedule a customer's service appointment in less than a minute.
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Keep your Service Calendar healthy when an employee isn't
Find out how to update the Service Calendar when an employee calls in sick.
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Build your business
Keep your knowledge base fresh with article reviews
Capture your team's comments and suggestions and then run reports to determine which articles to update.
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Tailor activities to match your employees' tasks
Find out how activities are stored, displayed, and entered in Microsoft Dynamics CRM, so that you can customize them to match the tasks of your employees.
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Organize your data with subject trees
Sample subject trees can help you set your system up faster.
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