Microsoft CRM 3.0 Service- 8523_03

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					Chapter 3: Service Management Life Cycle

CHAPTER 3: SERVICE MANAGEMENT LIFE CYCLE
Objectives
Actively participating during this lesson helps you: • • Understand the service management process flow in Microsoft® CRM. View a demonstration of the service management process including the following tasks: – – – – Creating a case Browsing and using the knowledge base to resolve cases Use contract agreement to make sure the customer receives the correct service level Run a report to look for service activity levels

Overview
This lesson discusses a basic service management process starting with resolving a case for an existing customer. The Service Representative resolves a case using the knowledge base, and makes sure that the customer uses the appropriate level of service according to their contractual agreement. As soon as this process is complete the Service Representative or Service Manager runs a report to review service activity.
NOTE: Tasks in this lesson are completed using either the Microsoft CRM Outlook Client or Microsoft CRM Web application. Each tasks indicates which application should be used.

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Service Management Process Flow
In most organizations, service representatives are required to record customer contact. For example, this can include the following: Case resolution, customer inquires, or complaints and so on. Also, by recording what type of relationship users have with each customer in their account and contract records. This can help make sure that service representatives are working with the right person. Microsoft CRM helps an organization find the balance between these elements by providing a customer relationship product that is easier to use, without as many required fields. By providing a structure for tracking customer inquires, the Microsoft CRM Service Module helps service people ensure: • • • Simplified case resolution process Improved relationships with customers Improved customer tracking

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Demonstration: Service Management
Scenario
The Service Representative creates the first case of the day from a customer who wants to know what kind of grease to use for a particular product. The Service Representative will create a case for the customer, and then try to resolve the case by browsing and searching the knowledge base for an answer in the previous knowledge base articles. The Service representative looks for their contract, informs the customer of their entitlement and resolves the case. At the end of the day, the Service Manager takes several minutes to review the activities of the day. The following steps are used to perform the actions of the Service Representative to complete the tasks in the scenario: 1. Create a case for Friendly Neighborhood Bikes. This case is for the best grease to use for their recently purchased bicycles. 2. Browse through the tree structure then search for grease − you will not find any knowledge base articles 3. Open advanced find and search for oil in the description − should find a resolved case − go to activities and open the resolution 4. Look up any contracts for Friendly Neighborhood Bikes and resolve the case. 5. Run the Case Summary Table report

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Step 1: Creating a Case
Cases can automatically be routed to a queue or a service rep based on characteristic of the case or customer to get it resolved as quickly as possible.

FIGURE 3−1: CASE FORM

Follow these steps to create the case: 1. Start the Microsoft CRM Client for Outlook. Log on as Roger Van Houten User ID: Roger Password: Pa$$w0rd 2. In the Navigation Pane, click Service, and then click Cases. 3. On the Actions bar, click New. 4. On the General tab, you must enter information about the case. For example: Title: Best Grease for the bicycle service, Customer: Friendly Neighborhood Bikes, Subject: Bikes, Case origin: Phone 5. On the Notes and Article tab, enter additional information about the case. Notes: Customer needs correct grease for recently purchased bike. 6. Save the case.

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Step 2: Browse the Knowledge Base
Turn over for customer service people can be very high − Capture experienced service workers knowledge using knowledge base articles and get newer employees up to speed quickly

FIGURE 3−2: BROWSING THE KNOWLEDGEBASE

Steps to browse the Knowledgebase: 1. If the case is not already displayed, locate the case, and open it. 2. On the Notes and Article tab, review the top ten articles displayed in the form assistant view. Note: You will not find any knowledge base articles

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Step 3: Searching the Knowledge Base
Each resolved case adds to your knowledge base as well. Using advanced find − you can search on any part of the Microsoft CRM database.

FIGURE 3-3: SEARCHING THE KNOWLEDGE BASE

Steps to search the Knowledgebase:
NOTE: Because this task cannot be performed in the Microsoft CRM Client for Outlook, you are logging into the Microsoft CRM Web Application.

1. Start the Microsoft CRM Web Client. Log on as Roger Van Houten User ID: Roger Password: Pa$$w0rd 2. In the Navigation Pane, click Service, and then click Knowledge Base. 3. On the Search tab, in the list, select the following: Full Text Search, Search for: Oil and Options: Exact Text. 4. Click Search to perform the search. This list of articles that match your criteria are displayed in the right pane. Double-click an article to open it.

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Step 4: Contracts
Contracts ensure that customer receives the service level that is appropriate for them. OR the organization can use workflow to automatically assign cases to the right person or queue.

FIGURE 3-4: CONTRACT LIST VIEW

Steps to view contracts: 1. Start the Microsoft CRM Client for Outlook. Log on as Roger Van Houten User ID: Roger Password: Pa$$w0rd 2. If the case is not already displayed, locate the case, and open it. 3. Navigate to the General tab, and Select Contract from the Forms Assistant drop down menu. 4. Friendly Neighborhood bikes does not have any available contract records. This means that they are not entitled to receive any services to products they have purchased. 5. You explain to Friendly Neighborhood bikes, that you can provide information on how to lubricate the chain on an adventure works cycle bike, but you cannot book any services on damaged bikes as they do not currently have a service contract.

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6. Save and Close the Case.

Step 5: Service Management Reports
Customer Service managers have multiple reports to ensure that Customers are receiving the highest levels of service. Case Summary Table Report Use this report to find out what kind of cases are being opened and resolved. You can select how data is grouped in both the rows and columns in this report. Neglected Cases Report Use this report to identify cases that have not been contacted recently. The report displays a chart of cases that have had no changes to activities, notes, or the case itself in the specified number of days, and no scheduled activities. Top Knowledge Base Article Report Use this report to identify the most frequently used knowledge base articles. The report displays a chart grouped by the subject of the article or case, or by the product associated with the case.

FIGURE 3-5: REPORTS

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Steps to run a report: 1. Start the Microsoft CRM Client for Outlook. Log on as Roger Van Houten User ID: Roger Password: Pa$$w0rd 2. In the Navigation Pane, click Workplace, and then click Reports 3. Select Service Reports as the category 4. Click the Case Summary Table report 5. Select Run Report from the More Actions to run the report

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Summary
The intent of this lesson is to provide an overview of the functionality available in Microsoft CRM to help organizations track the service management process. The lesson demonstrated the following functions: • • • • Creating a case Browse and using the knowledge base to resolve a case Use contract agreement to ensure customer receives correct service level Run report to check for service activity levels

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Quick Interaction: Lessons Learned
Take a moment to write down three Key Points you have learned from this lesson: 1.

2.

3.

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Description: Microsoft CRM 3.0 Service- 8523