Microsoft Dynamics CRM service functionality enables service representatives to track requests, manage support issues from contact through resolution, and deliver the consistent, efficient service that helps ensure customer satisfaction.
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Deliver superior customer service. Quickly log, analyze, and resolve service issues with streamlined access to service contracts, frequently asked questions, and historical customer information.
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Manage work more efficiently. Microsoft Dynamics CRM delivers CRM as a natural extension of Microsoft Outlook. Manage customer incidents, and all service contacts, from a single business application.
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Automate service processes. Assign, manage, and resolve support incidents with automated routing, queuing, and escalation of service requests, along with case management, communications tracking, and auto-response e-mail.
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Resolve issues quickly and accurately. Improve your first call resolution rates using a searchable, shared knowledge base of articles organized by product and service category.
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Find and schedule qualified service professionals. Quickly search and dispatch skilled service professionals, tools, and resources across service locations to deliver value-added services for your customers.
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Help increase customer satisfaction. Proactively measure customer satisfaction during each service interaction to help ensure long-term customer loyalty.
About Microsoft Dynamics CRM
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Native Microsoft Outlook experience. Manage your sales, service, and marketing relationships within a single business application. Automatically synchronize Outlook E-mail, Calendar, Tasks, and Contacts with your Microsoft Dynamics CRM database.
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Case management. Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.
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Service requests. Automatically associate incoming support inquiries with the appropriate case.
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Queuing. Send cases to a waiting area—the queue—where they can easily be accessed by individuals and teams.
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Routing and workflow. Route service requests automatically to the appropriate representative for resolution, escalation, or reassignment.
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Searchable knowledge base. Resolve common support issues quickly by using a searchable knowledge base. Built-in review processes help ensure that published information is complete, correct, and properly tagged.
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Contract management. Create and maintain service contracts within Microsoft Dynamics CRM to help ensure accurate billing for support incidents. Each time a support case is resolved, the relevant contract information is updated automatically.
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E-mail management (includes auto-response e-mail). Maintain accurate customer-related communication records with automated tracking and response for customer e-mail messages. Product catalog: A full-featured product catalog includes support for complex pricing levels, units of measure, discounts, and pricing options.
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Reports. Identify common support issues, evaluate customer needs, track service processes, and measure service performance. Service appointment activities: Schedule detailed service activity appointments for your service professionals that automatically synchronize to your Microsoft Outlook calendar.
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Services, facilities, and equipment. Model your entire service delivery offerings and resource groupings into Microsoft Dynamics CRM to provide consistent service practices throughout your organization.
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Service scheduling engine. Find qualified and customer-preferred service professionals and schedule service appointments to deliver value-added services for customers.
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Global service calendar. Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities.
