few of them were in MS CRM 2013 Spring release and so inherited and listed here....
Use
queues to organize, prioritize, and monitor the progress of your work. In
Microsoft Dynamics CRM, queues are containers to store anything that needs to
be completed or requires an action. For example, completing a task or closing a
case.
2.
Define status reason
transitions for incident (case) management
Include a new capability to specify status
reason transitions for the Case record type (entity) or custom record types.
If you’re in charge of incident management
for an organization, it’s important to provide a simple model for customer
service representatives responsible for entering and updating case status. In
CRM, there are two fields that work together to provide information about case
status: the Status field and the Status Reason field. The Status field for the Case record type has three possible values: Active, Resolved, or Canceled. The Status Reason field stores a reason
for a specific status value. For example, for a case with an Active status, a
status reason could be In Progress, On Hold, Waiting for Details, or Researching.
Big organizations often have a large number
of combinations for the Status and Status Reason fields. This can make it difficult for customer service reps to
choose the correct next status reason. You can define status reason transitions
to add another level of filtering for what the status reason value can be
changed to for each status reason. Limiting these values to just allowed status
reasons can help customer service representatives make the right choices.
Quickly see the items assigned to you or
that are available to work on by using queues in Microsoft Dynamics CRM. Think
of them as to-do lists that help you organize your work.
Microsoft Dynamics CRM lets you create two
types of SLAs: Standard and Enhanced. Enhanced SLAs have some additional
capabilities that the standard SLAs don’t have. With an enhanced SLA, you can
· Pause an SLA when the case is on hold, so that the time the case is
on hold isn’t considered in SLA calculations.
· Add success actions to an SLA. For example, you may want to send
communication internally or outside your organization when the SLA has
succeeded. Success actions are initiated only when the success condition is met
on time, not when it is breached.
· Track SLA
statuses and times right on the case form by default. These details are tracked
through the SLA KPI Instance record type.
Avoid having your service level agreements
(SLAs) impacted when you’re service organization is closed by creating a
holiday schedule and adding it to your service calendar.
For example, if your service organization
has a SLA to reply to email cases within two business days, you can create a
holiday schedule and add it to your service calendar. Then, if a customer
submits an email case on that holiday, your SLA is clear and is not impacted by
the holiday closure.
In Microsoft Dynamics CRM, you can track
multiple issues for a customer, or track the same issue that's affecting
multiple customers, using parent and child cases.
For example, you could track a case where
work needs to be done by other departments.
The primary case or issue is called the
parent case. Any related cases are called a child cases. Before your
service team can start using this feature, you'll need to go into the settings
area and set up a few rules about how information will be inherited.
Eliminate redundancies between similar
cases in Microsoft Dynamics CRM by merging them into one case. When a customer
opens multiple cases about the same issue (through different support channels)
or when multiple customers from the same account call in about the same issue,
you can merge those cases into one case so everything’s visible in one place.
For example, when a customer or multiple
customers from the same account submit a case on the web and also call in about
the same issue, you can merge the cases into one case instead of keeping track
of multiple cases.
When a case is merged, the state of the
case is changed to canceled and the status is changed to merged. This is
because it is merged into another case and all of the open case activities,
emails, and attachments are now associated with the case it was merged into. By
default you can merge up to 10 cases at a time.
A few things to remember when you merge
cases with parent and child relationships:
· When
you merge a case that has child cases, then those child cases become child
cases of the parent case they were merged into.
· You
can only merge a child case into another child case if both of the child cases
have the same parent case.
You can manage multiple cases more
efficiently if you use parent and child cases in Microsoft Dynamics CRM. When
you need to track a case where work needs to be done by other departments or
when you need to track the same issue for multiple customers, you can open a
primary case called the parent case, and then create secondary cases called
child cases.
For example, if you get a service request
to install new electrical and gas connections, this requires work to be done
separately by the gas and electric department. In this situation, you can open
two child cases, one for the gas and the other for the electric department. The
original case is marked as the parent case. Once the child cases are resolved,
you can then close the parent case.
Similarly, you can create parent and child
cases when multiple customers call in about the same issue, for example, a
network outage. Instead of creating a new case for each customer, you can
create a parent case to track the main network outage with the Network
Operations team, and then create child cases when customers call in about the
issue.
Note, a child case can’t have a child case.
9.
Find what's assigned to you in
a queue
Quickly see the items assigned to you or
that are available to work on by using queues in Microsoft Dynamics CRM. Think
of them as to-do lists that help you organize your work.
Give your customer service agents immediate
access to business critical information so they can quickly engage with
customers and address queries and issues using Unified Service Desk (USD) for
Microsoft Dynamics CRM. USD gives you a
configurable framework for quickly building applications for call centers so
that agents can get a unified view of the customer data stored in CRM. You can
aggregate customer information from different areas in CRM into one integrated
desktop that provides a 360° view of the customer interactions.
To create a calculated field you must have
the Write privilege on the Field Security Profile entity. If the calculated field uses secured fields in a
calculation, you should consider securing the calculated field to prevent users
from attempting to access data they don’t have permissions for. If you create a
calculated field that uses secured fields in a calculation, the calculated
field editor gives you a warning and suggests that you secure the field. More
information:
If you have customized Microsoft Dynamics
CRM extensively, you may want to replace the default Help system provided with
CRM to make it more relevant for your users. You can provide a single global
Help URL for all customizable record types (useful if you’re using mostly
custom entities) or you can provide custom URLs for Help links on grids and
forms for specific record types (useful if you’re using mostly out-of-the box
record types but you have heavily customized a few record types). If you’re a
developer, you may also want to include additional parameters in the URL, such
as language code and entity name, to make your Help more dynamic.
While on the go, you can use Microsoft
Dynamics CRM 2015 on your mobile device with the Microsoft Dynamics CRM for
tablets app. Before you can use the app, you need to check to make sure your
CRM 2015 admin has set up CRM for tablets for you. Your admin might have
provided you with instructions on how to install the app, but if not, you can
use these instructions to download the app from your tablet’s app store.
While on the go, you can use Microsoft
Dynamics CRM 2013 on your mobile phone with the CRM for phones app.
Before you can use the app, you need to
check to make sure your CRM 2013 admin has set up CRM for phones for you. Your
admin might have provided you with instructions on how to install and start the
app, but if not, you can use these instructions.
If you’re a system administrator, you can
control synchronization of appointments, contacts, and tasks fields between
Microsoft Dynamics CRM and Outlook (using CRM for Outlook) or Exchange (using
server-side synchronization). You can:
· View
and modify the fields that are synchronized between CRM and Outlook or
Exchange.
· Control
whether a specific pair of fields is synchronized:
· In one direction -
from Outlook or Exchange to CRM or from CRM to Outlook or Exchange
· In both directions
- from Outlook or Exchange to CRM and from CRM to Outlook or Exchange
You can also disable field synchronization
between a pair of fields.
Use the settings on this page to determine
how data is synchronized between Microsoft Dynamics CRM and Microsoft Dynamics
CRM for Outlook. For example, you can control synchronization between pairs of
fields or enable or disable synchronization of additional mailing addresses,
assigned tasks, or appointment attachments.
To find your records quickly in Microsoft
Dynamics CRM, you can search across multiple record types all at the same time.
Limitation is now max 10 entities.
There are two ways to search:
· Begins with
- results include records that begin with a specific word. For example, if you
want to search for “Alpine Ski House”, type alp in the search box; if you type ski, the
record won’t show up.
· Wildcard -
for example: *ski or *ski*
“Rollup fields” show calculations based on
how records are related in a hierarchy. Rollup fields can help you answer these
types of questions:
· How
many sub-accounts are there under one big account?
· How
much annual revenue is there for all the sub-accounts under an account
hierarchy?
· How
many opportunities or leads is your team working for a big account, and what is
the net open revenue for all the related accounts in the hierarchy?
· How
much time have we spent working a big account and all its sub-accounts?
With Microsoft Dynamics CRM, you can set up
rollup fields to perform calculations across related records without writing
code or involving a developer.
“Calculated fields” allow you to build
formulas and set conditions that allow you to perform calculations across one
or more fields. For example, you can use calculated fields to determine things
like:
· Total
net worth of an account by subtracting liabilities from assets
· Estimated
revenue for an opportunity multiplied by the probability of closing the deal
· The
quality of leads based on revenue and type of license (for example, whether a
lead is hot, warm, or cold)
With Microsoft Dynamics CRM, you can set up
calculations across multiple records without writing code or involving a developer.
You can see how info is related or grouped
by viewing accounts, products, or users in hierarchical charts. You can click a
tile in the chart to get the full details and then navigate to the info you’re
interested in.
For example, from the hierarchical charts
view for accounts, you can:
· See
how an account is doing in overall revenue
· Drill
into tiles for accounts to see where the deals are coming from and how revenue
is distributed across sub-accounts
· Find
out who is working an account and enlist help from others by sending email or
sharing the account with other salespeople right from within the chart view
· View
important details about each account, such as credit limit and latest activity
posts for the account
21. Create queue and route cases
You can create queues to sort incoming
cases according to subject-matter expertise or product or services to ensure
that a customer service representative (CSR) with the right experience gets
each case. Use routing rules to automatically route cases that match certain
criteria to queues. You can also route individual cases manually.
22. Automatically create cases from email or social records
You can save your CSRs from having to
manually create cases that come in from email or social records by setting up
Microsoft Dynamics CRM to automatically create cases from multiple channels.
You can create automatic case creation rules that convert incoming email or
social posts targeted to specific queues. For cases that are created from email
messages, you can also choose to send a response to the customer with case
details by using a default template.
23. Define service terms through entitlements
Quickly determine what kind of support a
customer is eligible for by defining and associating entitlements with
customers. When a customer gets in touch with the support team, this
information helps CSRs determine if the customer is eligible for support and
whether a case should be created for the customer. You can create an
entitlement based on the product that the customer has purchased. You can also
have multiple entitlements for a customer.
Use routing rules in Microsoft Dynamics CRM
to automatically route the cases to the right people on right time without any
manual intervention. You can also use routing rules to route cases that are
escalated to specific queues.
Regards,
Yes.Sudhanshu
