Microsoft CRM Customer Service Features List

Customer service representatives will find Microsoft CRM Customer Service easy to learn and use. Among other features, it offers an intuitive user interface, automated processes for handling service requests, and a searchable, shared database of support information. Case Management Create, assign, and easily manage cases for customer service requests. Manage actions and communications for each case from a central location.   Complete view of accounts View all accounts, including sales and order information, to identify top customers and better understand specific customer needs.   Automated routing, queuing, and escalation Customizable workflow rules let you automatically route service requests and cases to the appropriate representatives or to queues for resolution, escalation and reassignment.   Searchable knowledgebase Publish support articles and other relevant support information to a searchable knowledgebase. Built-in review processes ensure information is complete, correct, and properly tagged for search.   Service contracts Easily create and maintain service contracts with Microsoft CRM. When a support case is resolved, relevant contract information is updated automatically.   Auto-response e-mail Use customizable templates and workflow rules to generate and send auto-response e-mails to customer requests.   E-mail management Maintain an accurate record of customer-related communications, with automated tracking of customer e-mails that associates those mails with appropriate customer records.   Reports Comprehensive reporting tools let you identify common support issues, evaluate customer needs, track service processes, and measure service performance.   Integration with Microsoft Business Solutions Microsoft CRM integrates easily with Microsoft Business Solutions ERP applications. Key data mapping includes accounts, contacts, product catalog, pricing lists, orders and invoices.