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Hi I am looking to replace our existing service desk with dynamics customer service and everything I've seen so far looks great. The only thing I'm not seeing is "Service Requests". How do provide a form or collect specific information from the customer?
For example, a computer request form would have several options for them to fill out and be routed for approval.
I'm new so if someone could point me in the right direction it would be much appreciated.
Ryan
Hi Ryan,
To differentiate between different types, the easiest solution is to create multiple Case forms where each form is customized based on the type of the Service Request. This way, based on the submitted case, the user can select the proper form. This also applies on the portal if you use it, you can have multiple case types on the portal using the multiple forms idea.
I'm not familiar with other products, but I can say, with Dynamics cases, you can pretty much do what you want. It would be helpful if I know how the intended process will be, how will the user submit those requests? If I know more about the process, I may have more info to provide.
Hello Omar, thank you for your response. From what I gather there is only a single out of the box case entity that can be customized? I would need several cases. For example, cell phone request form, software request form, business card request form, etc... Basically does Dynamics for customer service support service requests as defined in ITSM? For example, as in other products like Remedy, ServiceNow, Freshdesk, etc...
Hi Ryan,
one of the core uses of Dynamics for Customer Service is "Case Management" which I believe is what you are looking for. Dynamics comes equipped with an Out of the Box Case Entity that can be customized for your need. You can deal with the Service Request as a case. Also, you can create what is called a Business Process Flow which basically separate your case into stages (where the last stage might be Approved or Declined).
If your customers are all internal users and they have CRM licences, then they can submit the Service Request (Case) from CRM itself, if they are not all internal, then you may need to use the Portal Add-On, which is a website that makes CRM externally facing, which allows customers to submit cases without them being CRM users.
This topic is pretty wide and if you need more information please ask..
Thanks
Omar
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