The research phase focuses on finding a solution to the customer's issue. There are two primary areas to research within Dynamics CRM: similar cases in our queue of open or resolved cases; and knowledge base articles on the topic. Remember to make notes while researching.
- [Instructor] This case doesn't follow our process exactly…because we already needed to provide a faster response…to a relatively low-priority case,…because we had not handled it quickly to begin with.…And we have an important customer,…we have a sales rep who's trying to close a deal…and every time she goes in she hears about…a printer that's not working.…So we've actually skipped ahead to a resolution.…Let's work the other steps though, between here and there.…
Next what we have is research,…and there are really two specific…types of things that we're looking at here.…One is, are there any similar cases?…And to find them you simply click…and enter what it is you're looking for and search.…Whether it's ABS Filament or it's the cartridge,…remembering that having specific things…in titles of subjects is very, very good.…So if we're looking in the Subject…or in the Service, I can also look in Queries.…
When I'm searching queries,…I'm searching Information and Products.…So perhaps this showed up under Products.…But there are no similar cases.…
AuthorGini von Courter
- Viewing personal and team dashboards
- Creating and qualifying leads
- Converting activities to opportunities
- Working with customer service cases
- Managing case queues
- Researching solutions
- Running and exporting reports
Skill Level Beginner
1. Dynamics CRM Data and Processes
2. Getting Started
3. Focus on My Work
4. Qualify a Lead
5. Work on an Opportunity
6. Focus on Customer Service
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