From the course: Microsoft Dynamics CRM: Customer Service
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Navigate in the Dynamics CRM web app - Dynamics CRM Tutorial
From the course: Microsoft Dynamics CRM: Customer Service
Navigate in the Dynamics CRM web app
- [Instructor] The biggest difference between the interactive service hub and the full-featured Microsoft Dynamics CRM web app is access to everything. If part of my job includes not just Service but Sales, not just Service but Field Service or Project Service, and those two categories of work are available to me in the online version of Microsoft Dynamics CRM, then this may be a better interface for me. If I need to be able to work with Leads or Opportunities because I need to upsell from my position in Service, then these are necessary things to have. But there are other possibilities as well. From Service, for example, in addition to Accounts and Contacts, and Cases and Queues, I have a Service Calendar, so that I can schedule service directly, rather than assigning a case to a technician who needs to work with it. I have access to Reports. When I'm looking at Cases, I have access to templates, for example, Excel Templates, to report on Case SLA Status or a Case Summary. If I'm in…
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