Customer service horror stories – I have them, you have them, and I’m pretty sure any other person you ask off the street has one. There are the never-ending calls on hold, the representatives who don’t have a clue about either the product you purchased or your order history, and the ever-present feeling that you’re [...]
continue reading...Posts Tagged ‘crm for case management’
Cases and Resolution Activities in Microsoft Dynamics CRM 2011
Many CRM users use the Case entity in CRM 2011 to track issues. These issue range from customer complaints to tracking actual software development bugs. The Case entity does a good job of allowing users to track a wide variety of issues and work on them through resolution. What seems odd though is that when [...]
continue reading...Microsoft Dynamics CRM used by IT Help Desk for Case Management
When your organization is contacted – whether it’s by telephone, e-mail, or handwritten letter – and this is the type of activity which needs to be tracked, Microsoft Dynamics CRM has out of the box Customer Service functionality to manage these activities. Case Management is a tool for your customer service agents which provides transparency [...]
continue reading...