For many companies when they implement a CRM (Customer Relationship Management) solution like Microsoft Dynamics CRM it is focused on one main goal. Growing Sales.
With recent enhancements to Microsoft Dynamics CRM, especially in the latest CRM 2016 release, the ability for companies to efficiently and effectively service their customers is not putting Service in the back seat, or even the passenger seat. It is putting Service in the driver’s seat.
Last week, we held a quick 30 minute webinar featuring an overview of what the Microsoft Dynamics CRM Service module provides as well as an overview of additional service applications like Interactive Service Hub (very cool dashboards) and Unified Service Desk (USD).
If you missed it, don’t worry. You can easily access “Microsoft Dynamics CRM: A Spotlight on Service” webinar on-demand.
In this live demo that utilizes Dynamics CRM 2016, we show you how the service module has been enhanced to allow you to track cases (or tickets) to manage your customer requests.
Here are a few highlights that are demonstrated in the video:
Case Creation and Management
- Search for duplicates and merge cases.
- Link cases together – If you have a common issue that is causing several similar service calls, you can create a parent case and link all the child cases to that one so your Engineers only need to work one case to execute a resolution.
- Set case routing rules and utilize queue management for cases that may require escalation.
- Using auto create rules – if you have a generic email address where cases are routed (like support@yourcompany.com) then using this feature can allow you to auto create cases or records.
Service Terms
- Creating Service Level Agreements (SLAs) – have the ability include to details based on priority levels, create actions and trigger warnings.
- Setting Entitlements – Do you offer different levels of support based on a tiered service level agreement or a specific product? How about how service cases are handled after hours versus during current business hours?
- Using Timers to ensure that your service agents respond within the time frame that is required.
Knowledge Base
Knowledge base in Dynamics CRM has been around for some time but it was just text-based and simple. With Microsoft’s acquisition of Parature a couple years ago, CRM 2016 now provides many new features to really make it an easy to use asset to your customer service team.
Wouldn’t it be great to access a picture, drawing or schematic or even convert instructions to a KB article? Now you can.
Interactive Service Hub
The Interactive Service Hub is not a full agent desktop like the Unified Service Desk but provides a (very cool looking) interactive dashboard experience. This dashboard will give a snapshot of your cases. For example (see below) you can view your active cases list, see them by priority, by product, by type and what is in the queue.
Unified Service Desk (USD)
If the Interactive Service Hub is Level 1, then Unified Service Desk is the Level 2.
USB has been around in previous versions of Dynamics CRM but if you have not seen the unified service desk, we demonstrate the use of call scripting, session management and how it integrates with your phone (telephony) and other enterprise applications. With CRM 2016 they continue to enhance the ability to integrate and ease of use.
In Microsoft Dynamics CRM 2016 there are a lot more features within the Service Module that can be shown in just 30 minutes but check out the video on-demand.
Please contact us with any questions or if you would like to explore specific functionality in more detail.
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