Cases, known in some organizations as tickets, requests, or incidents, are customer-raised issues or questions that require resolution. Cases can be raised in many ways, by phone, email, online. A case includes the request, as well as information about the customer, level of service, and time allowed to resolve the case.
- [Instructor] The fifth and final core type of record…in Microsoft Dynamic CRM is called a case.…Cases are related to accounts and contacts,…but rather than being part of the sales process,…they're normally part of the post-sales process.…We have cases because customers have issues…or questions that they want to ask,…and in your organization, this might not be called a case,…it might be called an incident,…it might be called a help desk ticket…or a customer response or customer request.…
We get cases because customers get in touch with us,…they call us on the telephone,…or they send us an e-mail message.…Sometimes they'll even send us snail mail.…Or they'll go to our website…and they'll fill out a form and request help.…Perhaps your organization has a chat window…that can pop up so that a customer can ask to speak…with someone in technical support.…Maybe a customer has posted something on your Facebook page,…or has posted on Twitter, or perhaps even…on their own Facebook page,…and that's what generates the case.…
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
FileMaker Pro 15 Essential Trainingwith Cris Ippolite9h 17m Beginner
SharePoint Online Essential Trainingwith Gini von Courter9h 35m Appropriate for all
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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