Contoso Ltd. wants to utilize Dynamics CRM 2016 to increase the productivity and efficiency of their customer service managers, and let them have the tracking of service management and case-related activities going on in their system.
Dynamics CRM 2016 provides the Customer Service Manager Dashboard to assist for this purpose. The following steps will guide you through this feature:
- Navigate to Service | Dashboards, and select the Customer Service Manager Dashboard:
![](assets/134a766a-1e82-4748-ab88-bdb1b6196c19.png)
List of Customer Service Dashboards:
![](assets/e683a392-4991-41ec-b09f-03050cebe58d.png)
- The following Customer Service Manager Dashboard will be presented to the customer service manager:
![](assets/e4959abe-30b7-4961-ba80-ee8dd43fffc2.png)
Some of the usual charts and their explanations in the Customer Service Manager Dashboard are listed as follows:
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- The Active Cases by Agent chart shows a list of the active cases per customer service agent. This assists the customer service manager in assigning cases effectively and uniformly:
![](assets/db9ae209-754d-4f70-8781-3d26de767477.png)
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- The Entitlements Expiration gives a chart of Entitlements by the customer:
![](assets/a54a40c4-323a-4a94-a6ad-fa6c1aae85f4.png)
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- The Case Mix (By Priority) chart gives a view of the number of cases by priority. This assists the customer service manager in assigning the right cases to the customer service agents or representatives:
![](assets/0abf69b4-d3c2-4050-9b55-91dfe06d5c82.png)