From the course: Microsoft Dynamics CRM: Customer Service
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Work the process - Dynamics CRM Tutorial
From the course: Microsoft Dynamics CRM: Customer Service
Work the process
- [Narrator] It's so easy to to jump into the activities and to forget to track the process. Remember the jobs never finished until the paperwork is done. But it's even more important that we keep track of where we are in the process during the process. It's not something that we simply check off when we're all finished with the case. We wanna know where we are so if at any point we pause or someone else takes over our work they know exactly where we were. Let's go back then and work the process bar. I'm going to begin with identify. There's only one field that is required here and that is find customer. Shaun gave us a call and we checked to see that he existed as a customer and entered him here. Now in-fact that was not what we should have done. We should have entered Shaun's company, this will have ramifications a couple of steps away from now. And we made this mistake on purpose so that you can see how to resolve it. We confirmed Shaun's email address, we didn't confirm the social…
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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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