Microsoft Dynamics® CRM Training

Introduction to the Service App in Microsoft Dynamics 365

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This video will cover the main functions that are included in the Microsoft Dynamics 365 Enterprise for Service app, otherwise simply known as "Service." The service app can be used to manage and track customer service activity within your business. Before we begin, navigate to the Service app. Along the top of the screen, click the down arrow next to the current app name, and select the Service tile. A big part of the Service app is the Cases entity. Click Cases within the Service column to open the cases entity. Cases represent service requests, incidents, or tickets, per se. 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. Let's start by creating a new case. Simply click New. Enter text for the desired case title, then click the magnifying glass for the Customer or Find Customer field (either one works, as completing one will autopopulate the other with the same information). Either choose a customer from the dropdown list, click Look up more records, or click New. For today, I'll choose a customer from the list. Add as much additional case information as possible, then click Save to create the case; a Case ID will automatically be assigned, and the case status will be set to In Progress, unless you selected something else prior to saving. Within a case, you can see any customer information, as well as all of the work that's been put into the case so far. As with many other entities within Dynamics 365, 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 canceling it, or 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. Dynamics 365 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 let's talk about queues. To navigate to the Queues entity, click the down arrow next to Service along the top of the screen, then click Queues within the Service column. 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 (some of my queues include Tier 1 Support, Tier 2 Support, and Tier 3 Escalation Support - and I route my cases to them appropriately). If you don't route a case to a specific queue right when you create it, a customer service professional or manager can access and pull cases into the appropriate queues as they have time to complete or assign them. Overall, queues simply show you who is working on what, and what is not yet being worked on. Routing rules can be set up to automatically route cases to specific queues upon creation as well. So, for example, if the case severity equals critical and the case status equals active, we can set it to be automatically placed in the tier 2 support queue. Let's talk a little bit about some of the other features of the Service app: Service contracts, the service calendar, articles, service level agreements, entitlements, automatic case creation rules, customer service schedules, Portals, and the interactive service hub; all of these can really take your service standards up a notch. 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 Dynamics 365 to really understand how these tools can be used to your advantage. Service contracts allow you to enter into a contractual agreement with a customer to provide service. The 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. Service level agreements, or SLAs; 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. 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. Up next: Microsoft Portals, which are, simply put, self-service portals. Essentially a front end for customer self-service. They provide customers the ability to log in to a portal, and open up a case that then shows up in Dynamics 365 to be worked on by customer service employees. The results of the work are pushed back into the portal. Portals used to be a separate company, called Parature, but Microsoft acquired it. And last but not least, the interactive service hub. This includes interactive dashboards, an all-in-one interaction wall, and inline reference for viewing contextual information. Click the down arrow next to Service, then click the Settings tile. Choose Interactive Service Hub within the Application column. The Service hub, in short, simplifies the day-to-day customer service job, showing employees all information relevant to them in one place, to maximize focus on items requiring their attention. As you can see, the Service app contains many excellent tools for your customer service team to utilize to maximize the service experience. Thanks for watching this video by xRM!

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