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Beginner’s Guide To Microsoft Dynamics CRM Case Management

Beginner’s Guide To Microsoft Dynamics CRM Case Management

Microsoft Dynamics CRM is one of the leading platforms used by corporations all over the world to improve their processes and streamline their operation. When it comes to customer service, one of the most crucial aspects of any business, the service provided should be timely and accurate.

Case management in Dynamics CRM refers to the registering of a case that was identified by a customer. A lot many innovative approaches and advancements can be undertaken to provide exceptional customer service using the Microsoft Dynamics CRM platform.

A case in Dynamics CRM can be a service request from a customer, a case issue, or a complaint. Dynamics CRM has a rich functionality to deal with all kinds of cases- from the simplest ones to the most complex ones.

Following are some of the complex case management features of Dynamics CRM-

  • Hierarchical Cases/Incidents – The Incident entities in Microsoft Dynamics CRM can be related to each other hierarchically. A new case can be related to a pre-existing one as its parent or as its child. This association is brought about by using the incident_parent_incident relationship in the system.
  • Queues for Cases – As one can imagine, in Microsoft CRM, queues determine which case will be taken up next. For managing activities and cases better, prioritizing the cases in terms of emergency, and monitoring the progress of the work, case queues are set up.
  • Rule-based routing of cases – This enables the automation of case assignment in Microsoft Dynamics. For the cases that are created automatically, they can also be automatically assigned to a customer service person on the basis of the preset rules. For the manually created cases, though, the button ‘Apply Routing Rules’ needs to be clicked.

Microsoft dynamics CRM customization

  • Automatic Case creation – To simplify the creation process for cases, Microsoft Dynamics helps you leverage automation. Cases can be created from emails and other sources. After activating a case creation rule, cases will be automatically created if they satisfy the rules.
  • SLA enforcement – Microsoft Dynamics allows for the creation and enforcement of two types of Service Level Agreements- Standard and Enhanced. Define the level of service that you want to provide your customers with and make sure that the cases that your customers enter into your system comply with your SLA.
  • Branching Logic – In Microsoft Dynamics, a process flow is branched into multiple paths when needed, after the application of the conditional logic that splits the process into two parts, or directs it to various branches.
  • Customer Service Entitlements – With Dynamics CRM, you can specify the entitlement of each and every customer on the basis of the product or service that they have bought. An entitlement provides the customer service person with an idea about the priority and the support term of the customer in terms of the number of hours or the number of cases. Customers buy different products and thus are entitled to different levels of customer service.

Microsoft dynamics CRM customization is a complete package of the best customer service functionalities that make the job of providing exceptional customer service easier. The main aspect of a business is to satisfy the customer if not exceed his expectations. With smart systems like Dynamics CRM in place, you can better manage customers cases and upgrade your services for them.

Written by Alice Walker