From the course: Microsoft Dynamics CRM: Customer Service
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The customer service process - Dynamics CRM Tutorial
From the course: Microsoft Dynamics CRM: Customer Service
The customer service process
- [Instructor] Whether you work in customer service or at a help desk, in tech support, customer support, or customer care, the service process you'll use in Microsoft Dynamics CRM starts out the same way by default. Now remember that the process is going to be customized by every organization, but it's worth looking at the default steps so we understand the flow. We begin first by finding a case and it could be that a case is assigned to you. It could also be that we have a group of cases that you or your colleagues choose cases from. Another possibility is you answer the phone and you are creating the case. You will then qualify the case. You'll be checking to make sure that it meets the requirements for a serviceable support case for your organization. Now that we know we should be working on it, you will then do research on that case. You'll look at other cases that are similar, that have been successfully handled. And you'll find a solution so you can then resolve the case. These…
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