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Running a well-oiled support desk is not for the faint of heart. There are so many moving parts…Does the customer have a support agreement? Does the contacting party have authority to open a support ticket against the agreement? What is the issue? Is the issue covered under the support agreement? What is the expected turn-around time? How does this relate to its priority in the queue? Which support resource should be assigned the ticket? Is the support resource staying on top of the ticket? 

Did you know there is a whole area inside your Dynamics CRM environment that is fitted with tools to manage your support operations? It is neatly tucked away in Settings under Service Management and contains a slew of menu items to manage the many facets of the support process. 

Through the combined forces of Service Level Agreements (SLAs) and Entitlements you are armed with a pairing which allows for a flexible support model. SLAs offer variable levels of support, with varied turnaround times and price points, while Entitlements allow you to define the variable by which support is measured (time vs count), who can open support tickets against the agreement, the products/services covered under the agreement, and the channels by which a support ticket can be submitted.

Depending on how support tickets are received, Automatic Case Creation & Update Rules may prove to be a mighty ally. This feature automates the process of creating/updating records based upon predefined settings and conditions. One such condition is whether an Entitlement exists for the submitting customer. Take your automatically created cases, and make use of Routing Rule Sets, which read the properties of the Case and route the records to your various Support Queues to be picked up by your Support Resources to be worked on. It is worth noting that Routing Rule Sets can also be applied manually if your support tickets reside in a “bucket” for assignment.

For in depth details about Service Management, tune into this webinar.

To learn more about Dynamics CRM and other solutions we offer consulting, hosting, and support for, visit our Solutions page. Also be sure to check out our Training page, which provides valuable resources right at your fingertips.

Stacey Mancuso, CRM Certified Application Specialist, WebSan Solutions Inc. a 2014 Ontario Business Achievement Award Winner for Sevice Excellence

Published in Dynamics CRM

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The newest mobile app released by Microsoft for Dynamics CRM takes the user experience to a whole new level. The newest release is compatible with Dynamics CRM 2015 Update 1 and above. Below are some notable tips and tricks for navigating the mobile app.

Choose your app carefully.When you search in your mobile device’s app store, the familiar, Dynamics CRM for phone express, and the newbie Dynamics CRM for Phones, will be available to select from. The simplest identifier is their distinct logos.

You want to choose Dynamics CRM for Phones.

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This app exemplifies the catch phrase, “Write once, deploy everywhere.” The experience you have grown so used to in your web client is essentially replicated in your mobile experience. As you navigate the mobile app, screens intuitively reformat, making it far more conducive to the smaller real estate, without losing a bit of functionality, including business process flows. As you swipe right and left, you are presented with all the data and all of the fields that are relevant to the entity you are working within.

The out-of-the-box core system entities and their related system views and charts are enabled for mobile access, as well as a handful of system Dashboards. Custom entities can easily be enabled for mobile access, by ticking the box in the entity node. (It is the second option that enables availability for the new app.) 

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You can refine the experience your users will have when accessing forms on their phone, by selectively defining which tabs, sections, and fields display on the form. By default, all of them will show when accessed on the mobile device. By electing to trim things down, you are allowing just the most relevant information to be displayed, which makes locating what a user needs, when they need it, far less laborious. To define what is and is not available, simply open the Properties of the Tab, Section, or Field and check or uncheck “Available on phone.” From any of your entities forms you can preview how the experience will appear when accessed from a mobile device. 

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To enable additional Dashboards for mobile access, open Dashboard properties and tick the “Enable for mobile” box. The same holds true for personal Dashboards as well.

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To round this out, for those that subscribe to CRM Online, you have a fantastic addition to pair with your CRM mobile experience, Dynamics CRM App for Outlook. This nifty little app gives Users the ability to track emails to CRM records, as well as convert emails to new CRM records.

Click here for a full rundown of what this app is all about, plus system requirements from Microsoft.

For the basics of how to navigate the mobile, head over to our YouTube channel and check out Tips and Tricks for Navigating the Dynamics CRM Mobile App.

 

Stacey Mancuso, CRM Certified Application Specialist , WebSan Solutions Inc. a 2014 Ontario Business Achievement Award Winner for Sevice Excellence

Published in Dynamics CRM
Wednesday, 09 March 2016 00:00

CRM 2016 Improves Navigation Functionality

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The main navigation in the CRM 2016 ribbon not only altered its look, it also made functional changes, vastly improving the end user experience. The Main Menu Button now replaces the CRM logo. Clicking this button enables the user to switch between each of the functional areas without waiting for the page to reload. 

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To add, a functional area can be selected where sub-areas are neatly organized in rows by category to easily view and select from. The fluid transition and absence of endless scrolling make for ease of navigation.

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A sleek button, aptly referred to as MRU (Most Recently Used) presents the user with up to 30 of their MRU Records and Views.

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A user can also pin any of the listed records or views, ensuring they will not be recycled. Conversely, these same records can be unpinned, should ease of access no longer be necesary. 

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If you are coming from using CRM 2015, you'll notice the remainder of the main navigational buttons are what have evolved over the last couple of updates. 

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In case you need a refresher- Quick Create offers an array of "short" forms to quickly create new records; Global Find allows for cross entity searching; and Advanced Find provides for the filtering of data by specified criteria.

To learn more about how Microsoft Dynamics CRM can improve efficiencies for your organization, visit us at www.websan.com

 

Stacey Mancuso, CRM Certified Application Specialist , WebSan Solutions Inc. a 2014 Ontario Business Achievement Award Winner for Sevice Excellence

Published in Dynamics CRM