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Hosted Microsoft Dynamics CRM 4.0 Customer Service module

Make sure your customers are always satisfied

Microsoft Dynamics CRM 4.0 Service Management enables service representatives to track requests, manage support issues from contact through resolution, and deliver the consistent, efficient service that helps ensure customer satisfaction.

CRM Customer Service Features

  • Deliver superior customer service. Quickly log, analyze, and resolve service issues with streamlined access to service contracts, frequently asked questions, and historical customer information.

  • Manage work more efficiently. Microsoft CRM delivers CRM as a natural extension of Microsoft Outlook. Manage customer incidents, and all service contacts, from a single business application.

  • Automate service processes. Assign, manage, and resolve support incidents with automated routing, queuing, and escalation of service requests, along with case management, communications tracking, and auto-response e-mail.

  • Resolve issues quickly and accurately. Improve your first call resolution rates using a searchable, shared knowledge base of articles organized by product and service category.

  • Find and schedule qualified service professionals. Quickly search and dispatch skilled service professionals, tools, and resources across service locations to deliver value-added services for your customers.

  • Help increase customer satisfaction. Proactively measure customer satisfaction during each service interaction to help ensure long-term customer loyalty.

Follow a case from call to closure

Sometimes a picture is worth a thousand words. It can be difficult to envision what happens when a case is created and how it gets to its resolution. The following diagram illustrates a case from the first customer call to case resolution in Microsoft Dynamics CRM. A case is a record of an interaction between a customer and a customer service representative (CSR). The work a CSR performs to close the case is tracked as activities.

Initiate and verify

In this scenario, the initial call is taken by a CSR level I, who looks up the customer record and the contract. Individual contract lines in the contract identify the level of customer service that the CSR can provide. The CSR confirms that the customer has a contract line that allows a specific number of minutes of customer service time, and that the customer has not exceed that limit.


After the CSR confirms that the customer is eligible for customer service, he creates a new case and escalates the case to a CSR level II. (If the call were about an existing case, the CSR reopens case and Microsoft Dynamics CRM would automatically reassign case to the CSR that originally closed it. Billing time continues to accrue through new activities.)


Using activities, the CSR level II tracks her time researching and resolving the case. The time that the CSRs spend is recorded in the individual activities, which are then rolled up into the specific contract line. Before the CSR level II resolves the case, she can manually adjust the total billing time spent on the case, if necessary.

hosted microsoft crm customer service

About Microsoft CRM 4.0

  • Native Microsoft Outlook experience. Manage your sales, service, and marketing relationships within a single business application. Automatically synchronize Outlook E-mail, Calendar, Tasks, and Contacts with your Microsoft CRM database.
  • 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.
  • Queuing. Send cases to a waiting area—the queue—where they can easily be accessed by individuals and teams.
  • Routing and workflow. Route service requests automatically to the appropriate representative for resolution, escalation, or reassignment.
  • Searchable knowledge base. Resolve common support issues quickly by using a searchable knowledge base. Built-in review processes help ensure that published information is complete, correct, and properly tagged.
  • Contract management. Create and maintain service contracts within Microsoft CRM to help ensure accurate billing for support incidents. Each time a support case is resolved, the relevant contract information is updated automatically.
  • E-mail management (includes auto-response e-mail). Maintain accurate customer-related communication records with automated tracking and response for customer e-mail messages. Product catalog: A full-featured product catalog includes support for complex pricing levels, units of measure, discounts, and pricing options.
  • Reports. Identify common support issues, evaluate customer needs, track service processes, and measure service performance. Service appointment activities: Schedule detailed service activity appointments for your service professionals that automatically synchronize to your Microsoft Outlook calendar.
  • Services, facilities, and equipment. Model your entire service delivery offerings and resource groupings into Microsoft CRM to provide consistent service practices throughout your organization.
  • Service scheduling engine. Find qualified and customer-preferred service professionals and schedule service appointments to deliver value-added services for customers.
  • Global service calendar. Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities.

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