Microsoft Dynamics® CRM Training
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The December 2012 Service Update introduced a number of improvements to the Service module such as a new flow form for the Case entity, a new service process, a means to search for similar and existing Case records in line, and a Phone Support function, which we’ll focus on in this lesson.
Customer service representatives often deal with incoming phone calls from customers. Before the Phone Support function was introduced, the representative had to wait until the caller’s record was pulled up. Now, users can immediately launch a new Phone Call Activity and relate records as they go, allowing the call to feel more like a conversation than a scripted dialog.
This function is in the ribbon of the Case entity in the Service module. Say I get a phone call from a customer. Rather than making them wait while I locate their record, I can click Phone Support.
A new Case record opens. The only way this function differs from clicking New Case in the ribbon is that this record opens with an open Phone Call Activity. This allows me to immediately start documenting data regarding the call.
As the conversation progresses and I learn about the caller, I can search for them from this record in the Find Customer field in the Process Bar. I am speaking with Jim Glynn, so I start typing his name. His record appears in line, and I can select it. When I do, the fields in the record automatically populate with the customer details. Notice that I haven’t created the record yet, and the Phone Call Activity is still open.
As the call continues, I can search for an existing Case related to this customer. If I click inside the Find Case field, Dynamics CRM looks for related Cases. It finds a few, and I realize that Jim has already called about this very issue, so I select the record.
That Case record now opens in the same window. I haven’t had to navigate through different pop-up windows and search through a series of lists to find records. It all happened in line so I could focus on my conversation with Jim. Note that through all of this, the current Phone Call Activity remains open. When I’m done collecting data for the call, I can click the OK button. The Activity is created, and it now appears on the Record Wall.
The new Phone Support function is a great addition to Microsoft Dynamics CRM that allows users to focus on their conversations with the customer, while helping the user work quickly and efficiently.
For more tips, tricks, and tutorials, please refer to the Success Portal or our xRM.com blog.