Microsoft Dynamics® CRM Training
CRM 2013 Service Module Introduction
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Welcome to the success portal by xRM. This video is an introduction to the service module in dynamics CRM. The service module is one of the most robust and some would say complex modules in the application. In this short video we will be able to introduce at a high level the various components of the service module. Case Management. Cases refer to such items as service requests or tickets, which allow the CRM user two track activities around the customer service provided by the company. The case itself as it is constructed in dynamics CRM provides a wide range of information on one screen related to the case. Cases are designed two provide all of the information around the problem or request as well as the severity and any car and activities provided by the staff using dynamics CRM. The dynamics CRM case form features a business process that can be modified to reflect the stages and steps that your organization provides in handling cases. Queues. Queues are designed to provide visibility around customer services efforts to resolve cases and any other item that requires attention. Queues can be created for different levels of service, as well as different levels of expertise. Dashboards can be constructed to provide visibility as two who is working on what cases and at what level they are. Work can be automatically and manually routed to different use and staff can be configured two watch a specific Q from new items. Service contracts. Service contracts in dynamics CRM can be used to track a contractual agreement for customer service for specific customer. Service contracts feature contract lines which can be one or more types of service allotments based on a level of service purchased or granted to the customer. When a case is opened and then resolved against a specific contract line, either time in minutes or the number of cases is subtracted from the allotments reflected in the contract line. In this way, contracts can be used in dynamics CRM as a way of keeping track of how much service a customer has left owed it to them based on the contractual terms. Contracts in dynamics CRM have expirations and various statuses to guide the company through a standard contractual process. Services and resource groups. Service is, resource groups, and service activities are all really did two service scheduling in dynamics CRM. CRM users can configure specific types of services, and then go on to specify the number of resources and types of resources that are generally required to provide a specific type of service. This service calendar allows for the system to find available resources based on scheduling rules. Finally the calendar itself allows for a single view into all company and resources and their schedules using a calendar like matrix. Knowledge base articles. The knowledge base is a database consisting of articles created by CRM users. These articles are tide two subjects which allow for specific use with cases that are also a tide two subjects. Knowledge base articles can help the service staff quickly and easily solve problems. Knowledge base articles can also be easily sent via e- mail to customers using the CRM interface. Service level agreements. Service level agreements also known as SLA's can provide reminders is to staff based on criteria that are set up regarding cases that have not garnered attention in a specified time frame. For instance, CRM can be configured to warn staff after 30 minutes of the case that is created with a critical severity. Management will have visibility to the number and times that service level agreements have been violated. Routing rule sets. Routing rules are logical criteria that can automate the process of adding cases and other items to specific queues based on any criteria that exists in CRM. For instance, CRM can be configured two automatically create a queue item for a case that is open with a severity of critical. Entitlements. Entitlements are a way for CRM users two identify on number of cases that had given customer is entitled to. Entitlements work in a similar way to contracts in CRM, but with some important differences. Entitlements to not require contracts in CRM nor a contract line, and entitlements also allow for specific numbers of cases by channel, such as e-mail, phone, or web. Finally, entitlements can also be tide two service level agreements. Entitlements are a relatively new feature in dynamics CRM, and are proving popular with companies who do not need the overhead of contracts. Automatic case creation rules. Traditionally, in dynamics CRM, CRM users would write workflows to create cases automatically from the inbound email. A new feature of dynamics CRM allows for just a few criteria and without a workflow to achieve the same result. Cases are created automatically upon the receipt of emails based on specific criteria. Customer service schedules. Customer service schedules are used in dynamics CRM to identify specifically hours of customer service operation. These schedules are then used when configuring such items as service level agreements and entitlements. Parature. Parature is a new feature of dynamics CRM which allows for a friend and self service customer portal that customers, not CRM users, would log into to create cases that appear in CRM. Parature is a company who developed self service using portals which Microsoft purchased and folded into their dynamics CRM offering. At the time of this video, Parature Carries a separate and additional monthly price.