Dynamics CRM Service

Dynamics CRM Service is a case management system that allows organisations to manage customer requests and issues through the creation of support cases. Features include:

  • Assign support cases to individual service representatives or teams
  • Adhere to customer SLAs and entitlements
  • Connect directly with customers through a Service Portal
  • Search the knowledgebase for potential solutions to issues
  • Manage open support cases and escalate issues as necessary
  • Keep track of interactions with customers through email, phone calls, notes, tasks and appointments
  • Gain insights into customer behaviour, product issues and service representative productivity with interactive reports and dashboards