Gve great customer servce wth Mcrosoft Dynamcs CRMGet started wth commonsupport taskskeep track of your customer requestsKeep track of your customer requests and ssues by creatng support cases n Mcrosoft Dynamcs CRM. When a customer contacts support wth a queston or probem, you can qucky check to see f there s an exstng case or open a new case and start trackng the ssue.Applies to: CRM Onne Sprng '14 or CRM 2013 Servce Pack 1 or ater (on-premses)get startedIf your screen ooks ke ths (atest verson):On the nav bar, choose Service > Cases. Choose New Case.If your screen ooks ke ths (oder versons):Choose Microsoft Dynamics CRM > Service > Cases. Choose New Case. 1. Choose the Customer ookup button.2. If a record for the customer does not exst, choose New to create a new contact record. check for duplicates casesBefore you create a new customer record, check to see f t s aready n the system. 12continuedTo hep resove a case, each stage and step s ceary outned n the process bar at the top of the screen. You see the process bar when you move from one stage to the next when youre workng on a case.1. Choose a ed to enter data as you hande the detas.2. Choose the process bar to see the steps n a stage.12continued2. Choose the !ook up button and seect an exstng case. Or, f ts a new case, choose New.When you seect an exstng customer, the customer detas w show the contact detas, aong wth recent cases and actvtes for the customer.1. Choose the "dentify stage on the process bar. 12provide the right level of supportUse enttements to see what knd of support you shoud provde the customer.If the enttement s not apped automatcay, choose the #ntitlements !ook up button and then seect an enttement.Applies to: Ths feature s ony avaabe n organzatons that have apped product updates for CRM Onne Sprng '14 or CRM 2013 Servce Pack 1Ths s where you see a customers enttements for support.track your communication historyChoose Activities > Add $hone Call or choose N%S to add your case actvtes and notes.look up solutions from other casesLook at smar cases to hep you resove the case youre workng on. 1. Choose Case Relationships.2. Choose (') Add Connection record. 3. From the (ind Similar Cases daog box, use the search to nd smar cases.4. Once you nd the case that has the nformaton you need to resove the case youre workng on, choose the case, and then choose (ound a Solution.1234&ip: By defaut, the search w ook for cases wth a smar sub|ect.reassign a case to someone elseIf you dont have enough nformaton to resove a case, or f you thnk another member n your team has expertse on the sub|ect, you can reassgn the case to them.123put a case )ack in to the queueIf you dont know who to assgn the case to, you can move the case to a queue and have someone ese pck t up.12or* automatically route a case to a queueYou can aso route the case to another queue based on the actve routng rue your servce manager has turned on.Applies to: Ths feature s ony avaabe n organzatons that have apped product updates for CRM Onne Sprng '14 or CRM 2013 Servce Pack 1close a caseSeect and nthe approprate nformaton.132merge similar casesEmnate redundances between smar cases by mergng them nto one case. When a customer opens mutpe cases about the same ssue (through dherent support channes) or when mutpe customers from the same account ca n about the same ssue, you can merge those cases nto one case.Applies to: Ths feature s ony avaabe n organzatons that have apped product updates for CRM Onne Sprng '14 or CRM 2013 Servce Pack 1If your screen ooks ke ths (atest verson):On the nav bar, choose Service > Cases. Choose New Case.If your screen ooks ke ths (oder versons):Choose Microsoft Dynamics CRM > Service > Cases. Choose New Case. +continuedApplies to: Ths feature s ony avaabe n organzatons that have apped product updates for CRM Onne Sprng '14 or CRM 2013 Servce Pack 1On the next screen, you w see a st of your actve cases. continuedWhen a case s merged, the state of the case s changed to canceed and the status s changed to merged. Thats because ts merged nto another case and a of the open case actvtes, emas, and attachments are now assocated wth the case t was merged nto. 1. Seect the cases thatyou want to merge.2. Choose Merge Cases.3. Seect the case that the other cases w be merged nto..4. Choose Merge.Applies to: Ths feature s ony avaabe n organzatons that have apped product updates for CRM Onne Sprng '14 or CRM 2013 Servce Pack 11234track issues e,ciently When there s a case where work needs to be done by mutpe teams or when one ssue ehects mutpe customers, now a customer servce rep can open a prmary case, caed the parent case, and then create a secondary case, caed the child case. Here s one ssue from the same customer that needs work done on t by other teams.Here the same ssue s ahectng mutpe customers from the same organzaton.Applies to: Ths feature s ony avaabe n organzatons that have apped product updates for CRM Onne Sprng '14 or CRM 2013 Servce Pack 1add a child caseCreate a new chd case or nk an exstng chd case from the case form."M$%R&AN& : The chd case opton snt avaabe for chd cases of other cases. However, f chd cases are deeted from other parent cases, then the chd case opton s avaabe. 1. Choose Create Child Cases.2. Search for an exstng case and add t as a case chd. Or, choose New to create a new chd case.Applies to: Ths feature s ony avaabe n organzatons that have apped product updates for CRM Onne Sprng '14 or CRM 2013 Servce Pack 112continuedYou can aso assocate an exstng case as a chd case from your actve st of cases.1. Seect the cases that you want assocate.2. Choose Associate Child Cases.3. Seect a parent case for the chd cases.4. Choose Set.24Applies to: Ths feature s ony avaabe n organzatons that have apped product updates for CRM Onne Sprng '14 or CRM 2013 Servce Pack 113look for open cases that need to )e worked onUse queues to qucky see cases assgned to you or cases that are avaabe to work on. If your screen ooks ke ths (atest verson):On the nav bar, choose Service > -ueues. Choose New Case.If your screen ooks ke ths (oder versons):Choose Microsoft Dynamics CRM > Service > -ueues. continuedSeect a vew.continued1. Seect a queue.2. Seect the case or tem that you want to work on.3. On the command bar, choose $ick.123Thanks for readng!Dd ths eBook hep you? Send us a quck note. Wed ove to know what you thnk.Hep & Tranng SteVerson 7.1