Monthly Archives: October 2019
Work With Status Reason Transitions (Episode 10)
<–Previous Episode The status of a record helps identify where the record is in a specific process. For example, if you’re currently working on a case in the system, the case is considered to have a status of Active. After … Continue reading
Case Management Work With Cases Scenarios (Episode 09)
<–Previous Episode Let’s see how case management features can be used to resolve a case that a customer has submitted. Nancy Anderson is a customer who works for a company named Adventure Works. She calls a central dispatcher to report … Continue reading
Case Management Dashboard Scenario (Episode 08)
<–Previous Episode Dashboards make it easier for users to consume and work with data. For example, a support agent may need to access cases in multiple queues such as gold and silver support queues. That same agent also needs to … Continue reading
Case Management Scenarios (Episode 07)
<–Previous Episode When agents are working on customer issues, it is important that they have all the necessary tools they need to resolve the issue from a single location. Not only does not having this information greatly impact the overall … Continue reading
Considerations for Case Creation Automation (Episode-06)
<–Previous Episode Organizations often prefer that cases be created automatically in specific instances. For example, your organization might have an email alias like [email protected] that it uses for support requests. For any email requests that are sent to that alias, … Continue reading
Case Creation & Lifecycle (Episode – 05)
<–Previous Episode Cases can be created in multiple ways in Microsoft Dynamics 365, to accommodate the different scenarios that your organization might receive cases from. For example, cases can be created automatically, based on a social media interaction, or agents … Continue reading
Case Management Overview (Episode-04)
<– Previous Episode What is a Case? A case typically represents a situation or incident that’s reported by a customer and that requires a resolution. Cases are designed to track the process from the initial intake of an incident, through … Continue reading
Understand the Modern Customer Journey (Episode-03)
<– Previous Episode Service has changed drastically over the last five to ten years. In the past, a customer would call and be put on hold until somebody picked up the phone to help. Today, the support landscape looks very … Continue reading
Customer Service Core Components (Episode-02)
<– Previous Episode Now we’ll look at the basic record types that are used for service management. Types of Records Customer records: In Microsoft Dynamics 365 for Customer Service, customer service requests are typically managed in relation to an existing … Continue reading
Introducing Dynamics 365 for Customer Service (Episode-01)
Customer service is a key aspect of any customer relationship management strategy. Microsoft Dynamics 365 for Customer Service has many features that organizations can use to manage the services they provide to customers. Customer Engagement Overview of Customer Service Landscape … Continue reading
