Microsoft Dynamics® CRM Training
Introduction to the Service Module
An error occurred while loading the video. Please try again.
Introduction to the Service Module
Thank you for viewing “Introduction to the Service Module.” Below, you will find a short practicum designed to help you reinforce this lesson as well as a summary of the material covered in this video.
Practice makes perfect! Complete the short assignment below to reinforce the material that you learned in this lesson. For guidance please refer to the instructions in this email and the “Introduction to the Service Module” video.
Navigate to the Service module. Explore the standard forms for each of the following entities in the Service area: Case, Service, Service Calendar, Queues, KB Articles, Contracts, Entitlements, Service Level Agreements, Case Routing Rule Sets, and Automatic Case Creation Rules. Create a simple two-column list in Microsoft Word (or another program of your choosing. In the left column list each of the Service entities. In the right column, briefly explain how the entity might be useful for your organization.
The purpose of this lesson is to introduce you to the powerful features of the Service area in Microsoft Dynamics CRM 2013 and CRM Online. The service module is a collection of CRM Entities that provide the ability to track all aspects of service delivery for an organization:
· Service and Service Activity
· Service Calendar
· KB Articles
These are the traditional entities used while operating in the Service Module. As of the “Spring Release 2014”, however, several new entities related to Service Management have been added:
· Service level Agreements
· Routing Rules Sets
· Automatic Case Creation Rules
· Parent/Child Case settings
The case is a single incident of service. A Case can also be called a “Ticket” or a “Service Request.” Some related entities include…
Activities - These refer to Phone Calls, Emails, Appointments, and Tasks that may be related to the Case. There can be an unlimited number of these.
Subject - The “Subject Tree: refers to a hierarchical entity, which identifies the area of the service for a specific case. This can be very helpful in identifying the essential causes of a case.
Knowledge Based Article - Knowledge Based Articles or KB articles allow the storing of systematic procedures and information related to a subject. Articles are written, submitted, and then approved. The articles can then be referenced by Customer Service representatives or shared with the customer.
Resolution - This is a separate entity that stores information about the resolution of the case, such as the reason for resolution and the number of minutes or hours the resolution took. For companies that use the Contract entity, the billable time indicated here will be automatically deducted from the Contract Line.
A Queue allows the collection of various entity records, such as Cases, Activities, and any entity you enable for queues in one place, with the ability to “Claim” or “Work On” the “Queue Item.” The queue item, which exists in the queue, refers to the underlying entity record, and allows the users to know who is working on each Case.
Contracts can be used to specify how many units of service a customer can have according to a Service Contract. The units can be a number of Cases, or an amount of time, such as 20 hours. Contracts also feature elements common to legal contracts, such as Start and End Dates, Expiration, Renewal, and Cancellation.
Entitlements are new, and feature many of the same elements of contracts. They work with SLA’s.
Service Level Agreements
Service Level Agreements or SLA’s can set expectations as to when a Case should be attended to. You can associate them with customers and specific schedules, such as business hours only, as well as what to do when a SLA is violated. You can also configure them to warn your CRM users that an SLA is about to be violated.
A timer can be placed on a case, to track the time expended to provide Resolution.
This has been a brief introduction of the Service Module in Microsoft Dynamics CRM 2013 and CRM Online and is part of “Service Module” course. Thank you for watching.