Book Image

Mastering Microsoft Dynamics CRM 2016

By : Deepesh Somani
Book Image

Mastering Microsoft Dynamics CRM 2016

By: Deepesh Somani

Overview of this book

Microsoft Dynamics CRM is the most trusted name in enterprise-level customer relationship management. The latest version of Dynamics CRM 2016 comes with some exciting extra features guaranteed to make your life easier with Dynamics CRM. This book provides a comprehensive coverage of Dynamics CRM 2016 and helps you make your tasks much simpler while elevating you to the level of an expert. The book starts with a brief overview of the functional features and then introduces the latest features of Dynamics CRM 2016. You will learn to create Word and Excel templates, using CRM data that will enable you to provide customized data analysis for your organization. You will understand how to utilize Dynamics CRM as an XRM Framework, gain a deep understanding about client-side scripting in Dynamics CRM, and learn creating client-side applications using JavaScript and Web API. We then introduce visual control frameworks for Dynamics CRM 2016 mobile and tablet applications. Business Process Flows, Business Rules, and their enhancements are introduced. By the end of this book, you will have mastered utilizing Dynamics CRM 2016 features through real-world scenarios.
Table of Contents (20 chapters)
Title Page
Credits
About the Author
Acknowledgment
About the Reviewer
www.PacktPub.com
Customer Feedback
Preface

Chapter 3. Working with Services

In the previous chapter, we covered the Sales module of Dynamics CRM. We focused on entities, processes, and dashboards, which are available for managing the Sales division of any organization, using real-world examples.

The Service module in Dynamics CRM helps organizations provide effective service capabilities. It automates the entire process of providing resolution to the problems of the customer, aiding the customer by means of Knowledge base, and so on.

Some examples of service management are as follows:

  • Creating a Case for the resolution of the customer's problem or query
  • Adding notes and activities to the Case while creating, tracking, and solving the customer's problem or query
  • Creating a Case from Phone support
  • Using Knowledge base articles to effectively resolve a case
  • Using entitlements and SLAs for efficient service to the customer
  • Routing Cases to an appropriate queue