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Microsoft CRM: Customer Service
Deliver superior customer service and increase support capacity–without adding employees. Microsoft CRM Customer Service makes it easy for service representatives to track customer requests, manage support incidents from initial contact through resolution, and provide the consistent, efficient service key to customer satisfaction.
Key Features
Case management
Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.
Service requests
Automatically associate incoming support inquiries with the appropriate case, helping increase accuracy and efficiency for processing requests.
Queuing
Send cases to a waiting area – the queue – where they can be easily accessed by individuals and teams.
Routing and workflow
Use workflow rules to automatically route cases to the appropriate representative for resolution, escalation, or reassignment.
Comprehensive view of customer information
View customer information and accounts, including sales and order information, to better understand specific customer needs and answer questions.
Searchable knowledge base
Resolve common support issues quickly with a searchable knowledge base that contains relevant articles and information. Built-in review processes help ensure that published information is complete, correct and properly tagged for search.
Product catalogue
Work with a full-featured product catalogue that includes support for complex pricing levels, units of measure, discounts, and pricing options.
Contract management
Create and maintain service contracts within Microsoft CRM to help improve billing accuracy for support incidents. Each time a support case is resolved, relevant contract information is updated automatically.
E-mail management (includes auto-response email)
Maintain customer-related communications with automated tracking of customer e-mail messages. Incoming e-mail is associated with appropriate customer records. Customizable templates and workflow rules make it easy to generate and send auto-response e-mail to customer requests.
Reports
Use comprehensive reporting tools to identify common support issues, evaluate customer needs, track service processes, and measure service performance.
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- Microsoft CRM
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