Microsoft Dynamics® CRM Training
Microsoft Dynamics CRM for Service
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Welcome to Microsoft Dynamics CRM for Service. This video will explain how Microsoft Dynamics CRM can be used to manage and track customer service activity within your business. CRM offers a robust suite of service tools. Today, we're going to talk about some of these tools. First up: cases. Cases represent service requests, incidents, or tickets, per se. After navigating to the Cases page, you have a lot of options for case management. You can create new cases, log phone support interactions, delete cases, run and export reports, and toggle between different views. After a case is created, you can click on it, and see the customer's information, as well as all of the work that's been put into the case so far. As with many other areas of CRM, cases have a business process flow visual along the top, showing where that case currently stands: what stage it's in and what's left to do to complete that stage. Note that this business process flow is customizable, and optional. In addition, along the top of the page, you have quite a few action items, from resolving the case to adding the case to a queue. Over here you see the case details - everything from the subject to where the case came in from, or its origin. Activities are shown over here, so you can see each phone call, email, or task that's been done so far in search of resolution. CRM makes case management extremely straightforward for customer service professionals. It's really a one-stop shop, giving all the information needed to seek resolution to the issues brought up by the customer. Next: queues. Queues are a great way for organizations, specifically their help desk or call center departments, to keep track of incoming work and who's working on what. Here you can see it's possible to have multiple queues serving different purposes (I have Tier 1 Available, Tier 1 In Progress, Tier 2 Available, and Tier 2 In Progress - and I route my cases to them appropriately). When creating cases, you can add them directly into specific queues, simply by clicking Add to Queue, and choosing the appropriate queue. But, you can also wait until later on to do this; it doesn't have to be done right when the case is created - you can leave a case unassigned, and then customer service professionals can access and pull unassigned, active cases as they have time to complete them. Or maybe a manager is in charge of rerouting unassigned cases to the appropriate queue. Regardless, when it gets to its queue, it will still be available. This means that a specific individual has not yet said "I'll work on this case." A case will be listed as available and unassigned until someone clicks on its row in the queue to select it, then clicks "Pick." In the window that appears, click to toggle between whether or not you'd like to remove the item from the queue, then click Pick again. If you choose not to remove it from the queue, it will simply be moved from the Available queue to the In Progress Queue. This is the most common choice. After picking a case, you'll see that the Worked By column will list your name for that case. When you're finished working on a case, you can click it again in the queue to select it, then click Release to release it back to the original queue. Overall, queues simply show you who is working on what, and what is not yet being worked on. Service contracts allow you to enter into a contractual agreement with a customer to provide service. The CRM service contract is designed to show all the details around the contract (start/end date, billing frequency, contract pricing, duration, days, etc.). Also allows multiple contract lines and the ability to automatically track how many allotments are left in the contract, such as hours, minutes, or cases that are left. For this example, you can see there are two contract lines; one allows 50 cases, and another allows 25 after hours. Every time a case is opened and resolved against a contract line, one case is automatically deducted from the 50. While this is a service contract template, it can be used for any metric associated with the consumption of services. The service calendar helps track service activities and scheduling. A service activity revolves around a service that is provided by your company to your customers. So this involves sites, facilities, equipment, and people, that you schedule on a calendar. Some things to note: Users and facilities/equipment can be scheduled, activities will show up in Outlook as appointments, and the Service Calendar shows a full view of all resources The Articles section is a database of articles which are tied to subjects and provide important information for your staff and customers to be able to solve issues. This is even more important in the context of a case; in fact, there's a relationship that is realized right on the case. You can put an article directly into a case when researching for resolution, so the information is right where it's needed. Now that we've covered cases, queues, service contracts, the service calendar, and articles, let's touch on some of the other features that really help you amp up your customer service performance and tracking. We'll just barely scratch the surface of what each of these tools can do in this video, but check out videos in the Success Portal and click around in CRM to really understand how these tools can be used to your advantage. Service level agreements, routing rule sets, entitlements, automatic case creation rules, customer service schedules, and Parature; all of these can really take your service standards up a notch. Service level agreements; the ability for you to set some criteria by which you are bound to respond or otherwise act within a specific timeframe. If you create a service level agreement promising that during business hours, when a critical case comes in, there will be a response set within an hour. If there isn't, a service level agreement failure will be triggered. This sounds daunting, but it's a really great way to keep people on track. Routing rule sets; you can route cases directly into queues. So, for example, if the case severity equals critical and the case status equals active, we can set it so CRM automatically places that in the tier 2 queue. Entitlements. Similar to contracts, they allow for a certain number of cases to be used before a client reaches the end of their entitlement. So if you have a company whose entitlement allows 20 cases, there may still be a bit more to know: you would restrict based on entitlement terms, and can establish an SLA associated with the actual entitlement. And finally you can break it out into different channels, for example; they get 10 email and 5 phone, and 5 web cases. Similar to contracts, but not specifically associated with revenue. Automatic case creation rules; creating cases automatically using inbound emails. In the past, consultants like us would configure workflows to automatically create queue items based on inbound email. This is very similar, allowing simple criteria to automatically create cases. You can restrict if entitlements are used, and even send emails back to the customer. Customer Service Schedules; the ability to create a business hours or 24/7 calendar and associate with routing rules and entitlements. Finally, we've got parature, a self service portal. Essentially a front end for customer self service. The ability for customers to log in to a portal, and open up a case, and then that case shows up in CRM and is worked by the staff using CRM. The results of the work are pushed back into the parature portal. Parature used to be a separate company, but Microsoft acquired it; it's a per user, per month add on to your CRM subscription. As you can see, CRM is a great tool for your customer service team, and has a suite of options to choose from to enhance your service experience. Thanks for watching this video by xRM!