In the previous chapter, we covered the Sales module of Dynamics CRM. We focused on entities, processes, and dashboards, which are available for managing the Sales division of any organization, using real-world examples.
The Service module in Dynamics CRM helps organizations provide effective service capabilities. It automates the entire process of providing resolution to the problems of the customer, aiding the customer by means of Knowledge base, and so on.
Some examples of service management are as follows:
- Creating a Case for the resolution of the customer's problem or query
- Adding notes and activities to the Case while creating, tracking, and solving the customer's problem or query
- Creating a Case from Phone support
- Using Knowledge base articles to effectively resolve a case
- Using entitlements and SLAs for efficient service to the customer
- Routing Cases to an appropriate queue