Create and Manage KB Article Templates (Episode 22)
Setting up a comprehensive knowledge base is the key to increased customer satisfaction and improved productivity. A knowledge base is created to help the customer service reps with solutions to…
Knowledge Base Article and Article Templates (Episode 21)
Knowledge Base is a collection of articles that are used by the service team to solve customer cases or provide information. An Article Template provides structure and determines how the…
Merge Cases (Episode 20)
There might be a situation where multiple cases are related to the same issue; In such cases instead of handling them individually, you can merge those cases and provide the…
Implement Parent-Child Cases (Episode 19)
You might face situation where you receive similar cases and you would not like to pay attention to each case as since the nature of these cases are similar. In…
Automatic Record Creation and Update Rules (Episode 18)
Automatic Record Creation and Update Rules allow creating records automatically when specific criteria is met. The source type can be: E-Mail Phone Call Appointment Task Social Activity Service Activity Alert…
Implement Case Routing Rules (Episode 17)
Case Routing Rules can simplify the life of case service agents and service managers by automatically assigning cases based on specific requirements or conditions. Few Points about Case Routing Rules:…
Case Resolution Process (Episode 16)
Scenario: The company is: Tech Quantum The customer who is dealing with company is : Adventure Works The solution/ Services that company has provided to customer…
Create A New Case Record (Episode 15)
There are three ways to create a Case in Dynamics 365: Scenario: The company is: Tech Quantum The customer who is dealing with company is : Adventure Works The solution/…
Search For Case Records (Episode 14)
There are three ways to search case records within Dynamics 365: Quick Search Global Search Advanced Find In Customer Service Hub, open Cases. The following screenshot shows the three ways…
Manage Case List and Views (Episode 13)
A Case is a single incident of service raised by the customer. It can be an issue, query or a feedback. The customer service representative will work on this incident…