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Improve customer service with better automation and tracking

[This topic is pre-release documentation and is subject to change in future releases.]

Improve customer satisfaction by tracking and recording issues, maintaining service levels, and managing service terms through entitlements in Microsoft Dynamics CRM.

Create queue and route cases

You can create queues to sort incoming cases according to subject-matter expertise or product or services to ensure that a customer service representative (CSR) with the right experience gets each case. Use routing rules to automatically route cases that match certain criteria to queues. You can also route individual cases manually. More information: Set up queues to manage activities and cases

Automatically create cases from email or social records

Save your CSRs from having to manually create cases that come in from email or social records by setting up Microsoft Dynamics CRM to automatically create cases from multiple channels. You can create automatic case creation rules that convert incoming email or social posts targeted to specific queues. For cases that are created from email messages, you can also send a response to the customer with case details by using a default template. More information: Automatically create a case from an email

Track service levels through SLAs

Service level agreements (SLAs) let you clearly define the timelines in which your customer service or support team is expected to meet the key performance indicators (KPIs) for the service you provide to your customers. You can associate a customer service schedule to the SLA to make sure that your business hours are considered while tracking the SLA timelines.

Help your CSRs see in real time the remaining time or passed time for a KPI on the case records by adding a timer control to the case form.

More information: Define service level agreements (SLAs)

Define service terms through entitlements

Quickly determine what kind of support a customer is eligible for by defining and associating entitlements with customers. When a customer gets in touch with the support team, this information helps CSRs determine if the customer is eligible for support and whether a case should be created for the customer. You can create an entitlement based on the product that the customer has purchased. You can also have multiple entitlements for a customer. More information: Create an entitlement to define the support terms for a customer

Track service agreements and pricing details through contracts

Find out if a customer has prepaid support for the products or services they've purchased by using contracts in Microsoft Dynamics CRM. Use contracts and contract lines to define:

  • Prices for the customer service of each product

  • Number of calls allowed or the total number of minutes that can be spent on customer issues

  • Duration for which the service will be valid

More information: Define support terms for customers by using contracts

Track customer issues through cases

When a customer contacts your organization, a CSR opens a case and enters information about the customer and the customer's issue.

CSRs can simplify tracking of cases by associating related cases as parent-child cases. For example, a customer reports an issue that needs coordination with other teams. You can create child cases to track the individual work items and assign the cases to the individuals. And, create a parent case to track the progress of the customer-reported case and any communication done with the customer. More information: Define settings for parent and child cases

If the person who opens the case isn't the one to resolve it, the case can be assigned to a queue or to another CSR. By logging activities and time spent on a case, a manager can track performance and productivity. Open and resolved cases can be searched. A resolved case can be reopened so that additional activities and time can be logged against it, if necessary. More information: Create and manage a case

Share information in the knowledge base

CSRs can share information, including common issues and the approved fixes, product sheets, and updates, in the form of searchable articles stored in the knowledge base. After a CSR finds the right article, the CSR can email the article directly to the customer and store it with the case for review later. More information: Use articles in the knowledge base

Create and schedule services

Improve customer satisfaction by defining clearly what services you'll provide to them, and efficiently and optimally scheduling these services. With scheduling, you can provide a service to your customers and ensure that the right combination of personnel, facilities, and equipment are available to perform the service. You can also track a customer's preferences for time of day, service, and personnel.

More information: Create or edit a service, Basics of service and service scheduling

Manage performance and productivity through reports and dashboards

Reports are an efficient way to stay informed of customer service performance in your organization. With this information, you can create more precise schedules, forecast resource needs, and manage performance improvements. More information: Customize and organize reports

Microsoft Dynamics CRM introduces new default dashboards for CSRs and customer service managers (CSMs). CSRs can use the dashboard to see their cases with details like:

  • Case priority

  • Cases close to running over their SLA

  • Average handling time

CSMs can use the dashboard to see cases with each CSR (agent) or queue. The CSM can also get insight into whether the SLA for cases was met or not.

Applies To

CRM Online

CRM 2016 on-prem

CRM 2013 on-prem

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