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Dynamics 365 Community / Blogs / CRM Predictions, Advice and Best Practices / Dynamics CRM 2013: Spring W...

Dynamics CRM 2013: Spring Wave (aka Leo) – Customer Care

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Richard Dunlop Profile Picture Richard Dunlop
Microsoft have recently released the Spring Wave 2014 release for Microsoft Dynamics CRM. A couple of weeks ago I wrote a post on Social Listening and this week I’m doing a high level overview on Customer Care.

 

Customer Care

Microsoft Dynamics CRM 2013 brought massive improvements to the Case Management/Service module. We have found a lot of success in customers implementing Case Management to improve their support of customers.  With the latest Spring release they have added some new features that have strengthened this already great module.

Form Updates

New features on the Case form include:

  • Entitlements and SLAs (more later)
  • Parent/Child Cases
  • Merged Cases
  • Similar Cases
  • Escalation
  • Social Details  – profile, influence score, sentiment score

Below highlights some of these new updates:

dynamics crm customer care1 Dynamics CRM 2013: Spring Wave (aka Leo) Customer Care
dynamics crm case relationships1 Dynamics CRM 2013: Spring Wave (aka Leo) Customer Care
Automatic Case Creation

A nice new feature is the auto case creation; streamlining the customer service process even more. This case creation can either be via e-mail or social network.  Below is the process for email to case:

email to case creation Dynamics CRM 2013: Spring Wave (aka Leo) Customer Care
The process for Social Feed to CRM is as follows:
  • Social Activity tracks all posts in CRM
  • Social Profile is created to track a contact’s presence in Social media
  • Rule driven manual and automated Case creation
social feeds Dynamics CRM 2013: Spring Wave (aka Leo) Customer Care
This looks like a great feature to steam line the case creation process and ensure that you do not miss any comments/complaints made by your customers.

SLA and Entitlements

Entitlements can be used in Dynamics CRM Cases to Control and specify the amount and type of support, be flexible and define based on number of cases or number of hours, associate entitlements to customers and products and increase productivity by using templates to create for other customers.

sla and entitlements Dynamics CRM 2013: Spring Wave (aka Leo) Customer Care
Below is a sample of a new screen with a SLA and the associated entitlements:
sla entitlements Dynamics CRM 2013: Spring Wave (aka Leo) Customer Care
As you can see an Entitlement has been selected and the available hours/calls can be viewed in the entitlement grid at the bottom right.

SLAs allow you to manage and meet service levels agreed with customers and track key indicators.  Below is an example of where an SLA would be used:

sla timeline Dynamics CRM 2013: Spring Wave (aka Leo) Customer Care
Below is a sample SLA screen:
standard support sla Dynamics CRM 2013: Spring Wave (aka Leo) Customer Care
This is just a quick snapshot into some of the new customer service features now available with the Spring Wave 2014 release of Microsoft Dynamics CRM.

Get in touch with us at our website for more details or to request a web demo.

 

by Richard Dunlop

The post Dynamics CRM 2013: Spring Wave (aka Leo) – Customer Care appeared first on Sysco Software Solutions.


This was originally posted here.

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