Chapter 14. Using the Service Functions


  • Managing cases

  • Building a knowledge base

  • Tracking service contracts

  • Scheduling services

The service functionality available in Dynamics CRM enables businesses to track customer service issues to resolution, reduce handling time for service calls, ensure a consistent customer service experience, and to rapidly schedule service appointments based on complex rules.

Data tracked in the service area can be made visible to other personnel across the organization. Management can view customer service and satisfaction trends using dashboards and visualizations. Sales representatives can view customer support incidents for individual customers. Visibility into support information leads to continuously improved customer service processes and enhanced customer profitability through better collaboration between sales and service.

Managing Cases

In Dynamics CRM, cases are used to manage the information and action items for individual service incidents with customers. A service incident may be a maintenance issue on a piece of equipment, a software bug report, or a request for instructions on how to use a product sold by your organization. Many organizations refer to cases as "service incidents" or "trouble tickets." Articles in the knowledge base in Dynamics CRM can be used to build up a library of information that is used to resolve cases — rapidly resolving customer issues while maintaining corporate branding standards.

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