Tag Archives: customer service

Case Management Process Flow (Episode 12)

Posted on December 22, 2019 by Paresh Sharma

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 , , , | Comments Off on Case Management Process Flow (Episode 12)

Important Terms in Customer Service for Dynamics 365 (Episode 11)

Posted on December 21, 2019 by Paresh Sharma

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 , , , , | Comments Off on Important Terms in Customer Service for Dynamics 365 (Episode 11)

Work With Status Reason Transitions (Episode 10)

Posted on October 10, 2019 by Paresh Sharma

<–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 , , , | 1 Comment

Case Management Work With Cases Scenarios (Episode 09)

Posted on October 9, 2019 by Paresh Sharma

<–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 →

Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365 | Tagged , , | Comments Off on Case Management Work With Cases Scenarios (Episode 09)

Case Management Dashboard Scenario (Episode 08)

Posted on October 8, 2019 by Paresh Sharma

<–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 →

Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365 | Tagged , , , , , | Comments Off on Case Management Dashboard Scenario (Episode 08)

Case Management Scenarios (Episode 07)

Posted on October 7, 2019 by Paresh Sharma

<–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 →

Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365 | Tagged , , | Comments Off on Case Management Scenarios (Episode 07)

Considerations for Case Creation Automation (Episode-06)

Posted on October 6, 2019 by Paresh Sharma

<–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 →

Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365 | Tagged , , , , , | Comments Off on Considerations for Case Creation Automation (Episode-06)

Customer Service Core Components (Episode-02)

Posted on October 2, 2019 by Paresh Sharma

<– 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 →

Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365 | Tagged , , | 1 Comment

Introducing Dynamics 365 for Customer Service (Episode-01)

Posted on October 1, 2019 by Paresh Sharma

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 →

Posted in D365 Customer Engagement (CRM), D365 Customer Service, Microsoft Dynamics 365 | Tagged , | 1 Comment