Native Microsoft Outlook experience. Manage your sales,
service, and marketing relationships within a single business application.
Automatically synchronize Outlook E-mail, Calendar, Tasks, and Contacts
with your Dynamics CRM database.
Case management. Create, assign, and manage customer
service requests from initial contact through resolution, as well as manage
communications and other activities.
Service requests. Automatically associate incoming
support inquiries with the appropriate case.
Queuing. Send cases to a waiting area—the queue—where
they can easily be accessed by individuals and teams.
Routing and workflow. Route service requests
automatically to the appropriate representative for resolution,
escalation, or reassignment.
Searchable knowledge base. Resolve common support
issues quickly by using a searchable knowledge base. Built-in review
processes help ensure that published information is complete, correct,
and properly tagged.
Contract management. Create and maintain service
contracts within Dynamics CRM to help ensure accurate billing for
support incidents. Each time a support case is resolved, the relevant
contract information is updated automatically.
E-mail management (includes auto-response e-mail).
Maintain accurate customer-related communication records with automated
tracking and response for customer e-mail messages.
Product catalog. A full-featured product catalog
includes support for complex pricing levels, units of measure,
discounts, and pricing options.
Reports. Identify common support issues,
evaluate customer needs, track service processes, and measure
service performance.
Service appointment activities. Schedule
detailed service activity appointments for your service professionals
that automatically synchronize to your Microsoft Outlook calendar.
Services, facilities, and equipment. Model your
entire service delivery offerings and resource groupings into Dynamics
CRM to provide consistent service practices throughout your organization.
Service scheduling engine. Find qualified and
customer-preferred service professionals and schedule service appointments
to deliver value-added services for customers.
Global service calendar. Manage service appointments
and resource allocation across your service sites and locations with a
single calendar view of service professionals, tools, resources, and facilities.
