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Account
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Improve account handling
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• Boost agent productivity with the intuitive user interface.
• Improve first-call resolution with access to customer histories.
• Automatically identify and delete duplicate records.
• Simplify adding, changing, and managing contact information.
• Model one-to-many, many-to-one, and complex relationships to provide great service.
• Gain actionable insights.
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Cases
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Manage cases efficiently
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• Create, manage, and resolve cases by phone, e-mail, chat, Web, or in-person contact.
• Use rules-based routing and escalation to speed first call resolution (FCR).
• Plan and complete case activities manually or automatically and record them for future reference.
• Deliver appropriate service fast with an at-a-glance view of each customer’s history and service contracts.
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Contracts
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Simplify contracts management
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• Set up a catalog of products and services to track sales, incidents, and contracts to identify issues with specific offerings.
• Gain insights to help sell more support contracts.
• Create a contract repository to streamline case management.
• Give agents a view of the current status and service eligibility for each customer.
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Knowledge Base
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Tap into proven expertise
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• Resolve common issues fast and avoid duplicated efforts by using the built-in Knowledge Base as a solutions repository.
• Share staff expertise and easily publish, store, and access the Knowledge Base information.
• Distribute Knowledge Base articles about best practices and solutions through the Web or automated e-mail response.
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Scheduling
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Streamline scheduling
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• Define services with related resources and work schedules to increase precision.
• Save time with easy, visual scheduling.
• Get a centralized view of service workers’ calendars and resources to optimize scheduling.
• Save time and costs with increased visibility into how well current scheduling is fulfilling service goals.
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Workflow
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Automate workflows
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• Create personal, workgroup, departmental, or federated workflows with a handy wizard that reduces reliance on IT.
• Automatically assign activities to specific agents and use rules-based escalation to redirect cases to the right agent.
• Provide consistent handling across geographic locations with support for multiple languages and currencies.
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Mobility
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Mobile Express for Microsoft Dynamics CRM
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• Deliver notifications and alerts through mobile devices to update customers on service schedules and appointments.
• Access and send CRM customer service data via any Web-enabled device.
• Use the Windows Mobile SDK to customize your mobile applications.
• Enhance customer service with better communications between field service and office staff.
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Analytics
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Enhance service with insight
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• Closely monitor customer service and support processes with dashboards and scorecards.
• Identify and address issues and refine key performance indicators (KPIs).
• Provide customer service representatives with embedded cross-sell offers tailored to the needs of specific customers.
• Use built-in reports or create custom reports with a Report Wizard.
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