Microsoft Dynamics CRM 2013 Customer Center
Microsoft Dynamics CRM
Customer Center
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Key steps to get started with customer service

Customer service is an important part of your organization. To help you get started, we've created an easy to read top tasks list.



Learn more

Find support cases that are assigned to you

See the support cases assigned to you along with other cases in the support queue.

Find what's assigned to you in a queue

Track your interaction with your customer

Use the activities area in a support case to track interaction between you and the customer.

Add a phone call, task, email, or appointment activity to a case or record

Create and manage a support case

Learn everything you need to know about working on a support case.

  • Create a case

  • Find a solution from similar cases

  • Edit or resolve a case

  • Reassign or add it back to the support queue

Create and manage a case

Quick ref card: For customer service reps

eBook: Give create customer service

Video: How to create, reactivate, and reassign a case (1:47)

Find information in knowledge base articles

Use the knowledge base to get answers to common questions, solutions to problems, and more.

Use articles in the knowledge base

eBook: Use KB articles to help your customers

Get reports on support trends

View reports to manage your work and identify trends and issues.

Case Summary Table report

Neglected Cases report

Top knowledge base articles report

Applies To

CRM Online

CRM 2015 on-prem

CRM 2013 on-prem

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