Tag Archives: customer service

How to add sample data in Dynamics 365 Customer Engagement?

Posted on December 29, 2022 by Paresh Sharma

To install sample data in Dynamics 365, perform the following steps: Classic Environment If you are using classic environment: Go to Advanced Settings Click Data Management Click Sample Data In the pop up window, click Install Sample Data Note: To … Continue reading →

Posted in D365 Customer Engagement (CRM), D365 Tips & Tricks, Microsoft Dynamics 365 | Tagged , , , , , | Comments Off on How to add sample data in Dynamics 365 Customer Engagement?

Create and Manage KB Article Templates (Episode 22)

Posted on January 9, 2020 by Paresh Sharma

Setting up a comprehensive knowledge base is the key to increased customer satisfaction and improved productivity. A knowledge base is created to help the customer service reps with solutions to the most common issues, so that they can assist customers … Continue reading →

Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365 | Tagged , , | Comments Off on Create and Manage KB Article Templates (Episode 22)

Knowledge Base Article and Article Templates (Episode 21)

Posted on January 7, 2020 by Paresh Sharma

Knowledge Base is a collection of articles that are used by the service team to solve customer cases or provide information. An Article Template provides structure and determines how the Article is displayed to users. An article can be searched … Continue reading →

Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365 | Tagged , , , | Comments Off on Knowledge Base Article and Article Templates (Episode 21)

Merge Cases (Episode 20)

Posted on January 5, 2020 by Paresh Sharma

There might be a situation where multiple cases are related to the same issue; In such cases instead of handling them individually, you can merge those cases and provide the solution. Note the following points: When merged, all the open … Continue reading →

Posted in Business Central, D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365 | Tagged , , , | Comments Off on Merge Cases (Episode 20)

Implement Parent-Child Cases (Episode 19)

Posted on January 4, 2020 by Paresh Sharma

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 , , | Comments Off on Implement Parent-Child Cases (Episode 19)

Automatic Record Creation and Update Rules (Episode 18)

Posted on January 1, 2020 by Paresh Sharma

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 , , | 1 Comment

Implement Case Routing Rules (Episode 17)

Posted on December 30, 2019 by Paresh Sharma

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 , , | Comments Off on Implement Case Routing Rules (Episode 17)

Case Resolution Process (Episode 16)

Posted on December 27, 2019 by Paresh Sharma

        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 , , | Comments Off on Case Resolution Process (Episode 16)

Search For Case Records (Episode 14)

Posted on December 24, 2019 by Paresh Sharma

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 , , , , , , | Comments Off on Search For Case Records (Episode 14)

Manage Case List and Views (Episode 13)

Posted on December 23, 2019 by Paresh Sharma

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 , , , | Comments Off on Manage Case List and Views (Episode 13)