Case
management
Create, assign, and easily manage customer service requests.
Manage actions and communications for each case from a central location.
Complete view of accounts
and customer information
View all customer information and accounts, including sales and
order information, to better understand specific customer needs and answer
questions customers might ask that are related to their accounts.
Automated routing and
queuing
Customizable workflow rules let you automatically route service
requests and cases to the appropriate representative or to queues for
resolutions, escalation, or reassignment.
Searchable knowledgebase
Publish support articles and other relevant support information to a
searchable knowledgebase. Built-in review processes ensure information is
complete, correct, and properly tagged for search.
Service contracts
Easily create and maintain service contracts within Microsoft
CRM. When a support case is resolved, relevant contract information is
updated automatically.
Auto-response e-mail
Use customizable templates and workflow rules to generate and send
auto-response e-mails to customer requests.
E-mail management
Maintain an accurate record of customer-related communications, with
automated tracking of customer e-mails that associates those e-mails with
appropriate customer records.
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