PIRATED 20130912 1404

PIRATED 20130912 1404

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The service are allow you to control the management and resolution of customer support cases as they arrive within CRM. Service queues can be set up easily to receive incoming emails and activities can be converted to a case against a queue. Customer service staff can them browse the queue and accept cases working towards their resolution. The case can be put back in the queue or assigned to second or third line support if it cannot be resolved.

Follow the lifecycle of a case

The following diagram illustrates the lifecycle of a case, from the initiating activity to a case resolution.


When a customer initiates contact with your organization, it is saved as a communication activity, such as an email message, phone call or letter. These activities are either created automatically, such as an incoming email message, or manually, such as a letter received.

The activity is then sent to a queue to wait for someone to take ownership of the activity.

The new owner converts the activity to a case and starts working on the customer's issue. The customer service representative (CSR) can look up the customer's information in an account or contact, and then link it to a case. If there is a contract, the case can be linked to a specific contract line that allows the allotment to be added to the billable total time. As the CSR researches the issue, the CSR can link to a relevant article.

Further contract with the customer and activities performed to close the case are also saved.

When the case is closed, it is removed from the queue automatically. The closed activities, including the case resolution, cna be viewed in the history of the account or contact.

Use Service

A service is something you use to define the types of support you offer to customers. This shows a flow of a service from its creation to its use in scheduling a service activity.



When you create a service, select which resources or resource groups go with it. These include personnel, teams, facilities or equipment and sites.

When a customer service representative creates a service activity based on the service you create, the representative assigns the particular resources that should be assigned to the activity. After the representative saves it, the service activity is scheduled and appears in the calendars for all the selected resources.


 
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  • Carsten Siemens edited Revision 3. Comment: Pirated Content - see my comment

  • NOTE: This article was reported as Pirated/Plagiarized Content (content you didn't write) and will be removed. Please do not steal content from others. If you feel we are mistaken, please leave a comment or email tnwiki at Microsoft with a link to this article and with clear and detailed reasons why you own the content or have explicit permission from the author.

    Content was taken from: "Follow the lifecycle of a case"

    Published by Microsoft Dynamics CRM Customer Center

    rc.crm.dynamics.com/.../casediagram.aspx

    rc.crm.dynamics.com/.../useservicesdiagram.aspx

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