In addition to Priority, two other values drive priority: the customer's Service Entitlement (type of and perhaps quantity of service) and the Service Level Agreement (SLA) for that company or the default SLA for your organization. Scroll down the case to locate and view the Entitlements and SLA. While working the case, record activities and notes in the social area of the Case form.
- [Teacher] Priority tells us in what order we should work…these cases but there are other factors as well.…For example there are different types of services…that customers may be entitled to,…perhaps there's a basic level of service…and then an executive level of service,…or there's regular service and concierge service.…There might be service blocks that companies purchase…so that they have 12 hours of service calls,…12 hours of one-on-one time with a technician.…Once that time is gone then they fall back…to a basic level of service…or on a pay for play or case pay basis.…
Let's go see where we would find entitlements in a case.…I'm going to open this ABS Filament 3D Printer not working…and if we scroll down you'll see on the entitlement…that there is no entitlement for this particular customer.…Additionally though if we scroll over to the left…we have something called an Applicable SLA…and an SLA is a service level agreement.…The service level agreement indicates…when we should be responding…and when we should be resolving an issue.…
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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