From the course: Microsoft Dynamics CRM: Customer Service
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Research similar cases - Dynamics CRM Tutorial
From the course: Microsoft Dynamics CRM: Customer Service
Research similar cases
- We sell a fair number of these 3D printers and it's possible that Shawn isn't the only customer that's having a problem with this printer. I'd like to look at other cases to see if I can learn something about my case. I could choose Active Cases Opened in the Last Seven Days. Nothing new there, all my work. All Cases created in the last six months, broken cartridges, defective items, missing parts, need help with 3D printer. While I have any of these views open, I can look for, example, for 3D printer, and see if I learn something there. Request for help with 3D Printers. Not much information, I guess they got their help. 3D printer not working. Filament has stopped working, that's not a related issue. In addition to looking at active cases, I could look at cases that have been resolved by myself, I'd normally remember those, or all Resolved Cases. And if I look at all Resolved Cases, that will give me another way to filter this information. I could enter a term like overheat…
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Contents
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Create a new case5m 15s
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View the SLA for a case3m 1s
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Add activities to the timeline4m 54s
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Work the process3m 59s
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View related cases and entitlements4m 54s
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Merge cases3m 49s
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Research similar cases1m 39s
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Research the knowledge base3m 39s
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Manage the case record4m 41s
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Create a child case7m 46s
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Use advanced case options3m 30s
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Add a case to a queue2m 30s
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Resolve a case6m 12s
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