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Author Archives: Paresh Sharma
Implement Parent-Child Cases (Episode 19)
You might face situation where you receive similar cases and you would not like to pay attention to each case as since the nature of these cases are similar. In such a situation you can create a parent case, identify … Continue reading
Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365
Tagged customer service, dynamics 365, Implement Parent-Child Cases
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Automatic Record Creation and Update Rules (Episode 18)
Automatic Record Creation and Update Rules allow creating records automatically when specific criteria is met. The source type can be: E-Mail Phone Call Appointment Task Social Activity Service Activity Alert Subscription Invite Redemption Portal Comment Survey Activity You need to … Continue reading
Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365
Tagged Automatic Record Creation and Update Rules, customer service, dynamics 365
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Implement Case Routing Rules (Episode 17)
Case Routing Rules can simplify the life of case service agents and service managers by automatically assigning cases based on specific requirements or conditions. Few Points about Case Routing Rules: Routing Rules allow assigning cases to the right resource without … Continue reading
Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365
Tagged customer service, dynamics 365, Implement Case Routing Rules
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Case Resolution Process (Episode 16)
Scenario: The company is: Tech Quantum The customer who is dealing with company is : Adventure Works The solution/ Services that company has provided to customer is: Trained Employees on Microsoft Dynamics 365 (with 30 days … Continue reading
Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365
Tagged case resolution process, customer service, dynamics 365
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Create A New Case Record (Episode 15)
There are three ways to create a Case in Dynamics 365: Scenario: The company is: Tech Quantum The customer who is dealing with company is : Adventure Works The solution/ Services that company has provided to customer is: Trained Employees … Continue reading
Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365
Tagged Create A New Case Record, dynamics, dynamics 365
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Search For Case Records (Episode 14)
There are three ways to search case records within Dynamics 365: Quick Search Global Search Advanced Find In Customer Service Hub, open Cases. The following screenshot shows the three ways of searching: For Quick Search Search for records, say “Product”. … Continue reading
Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365
Tagged customer service, d 365, dynamics, dynamics 365, filter, hub, search
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Manage Case List and Views (Episode 13)
A Case is a single incident of service raised by the customer. It can be an issue, query or a feedback. The customer service representative will work on this incident and try resolving the case. A Customer (Account or Contact) … Continue reading
Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365
Tagged customer service, dynamics, dynamics 365, Manage Case List and Views
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Case Management Process Flow (Episode 12)
We are going to discuss the default out of the box case process flow that is there is Dynamics 365, however, you can also add new steps and change the process according to the customer needs. Following is the flow: … Continue reading
Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365
Tagged Case Management Process Flow, customer service, D365, dynamics 365
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Important Terms in Customer Service for Dynamics 365 (Episode 11)
Overview Customer Service Hub for Dynamics 365 can be utilized for: Solving Issues When a customer raises an issue, this module can be used to resolve those issues. The customer may or may not have a service contract with you. … Continue reading
Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365
Tagged customer service, D365, dynamics, dynamics 365, Important Terms in Customer Service for Dynamics 365
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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
Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365
Tagged crm, customer service, dynamics 365, status reason transitions
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