Microsoft Dynamics 365 for Customer Service is a powerful system to unify the way people experience your business. It makes information available across engagements so your agents can offer the consistency and personalization your customers expect (and require).
One area that we feel is especially powerful for our clients is Case Management.
Would your company benefit from Case Management? Take a look at our last post: 5 Questions To Determine if You Can Benefit from Case Management in Microsoft Dynamics 365
With that in mind, in this post we will give an overview of how Case Management works and the high level benefits. Then in our next post we will talk about specific industries, including many outside the traditional “customer service” model, and how they benefit from Case Management.
Case Management Overview
Microsoft Dynamics 365 Service Management is designed to support incident based services called Cases.
Microsoft Dynamics 365 Cases are commonly used in help desk scenarios, where a customer has an issue with a product or service. Then the activities to resolve the issue can be tracked in an organized way from when the issue was first reported to resolution of the issue.
Case Form Layout
Typical Flow of Case Management
Successful companies can use Microsoft Dynamics 365 for Customer Service to:
This powerful application within Microsoft Dynamics 365 can be used across many industries. In our next post we will give examples of the type of companies that we have seen use “Case Management” in new and creative ways.
If you are interested in exploring Microsoft Dynamics 365 Customer Engagement applications for your business contact Crowe today.
By Ryan Plourde, Crowe, a Microsoft Dynamics 365 Gold Partner
Follow us on Twitter: @CroweCRM
The post Overview of Case Management in Microsoft Dynamics 365 for Customer Service appeared first on CRM Software Blog | Dynamics 365.