D365 Customer Service Flashcards
What does the D365 Customer Service module do?
Focuses on how an organization can nurture customer satisfaction through automation of business processes and valuable tools
What 3 functions can the Customer Service module address?
1) Addressing and solving customer or product issues
2) Receiving and answering customer questions
3) Collecting and applying customer feedback
What is an Account?
Companies, organizations or groups of people
What is a Customer?
Refers to an individual
What is a Case?
A single incident of service
What other Records can be related dependent record types to Cases?
Knowledge-based articles, subjects, products, and entitlements
What are Activities?
Interactions between a business and its customer deemed important enough to track
What are Resolution Activites?
Once all Activities resolved, an Activity Type called Resolution Activity is created.
What is a Queue?
A place to organize and store Activities and Cases that are waiting to be processed.
What are Knowledge Base Articles?
A repository of informational articles that can be used to help customer service representatives resolve cases.
What are Entitlements?
The amount of support cases for which a customer is entitled, e.g., alloted 10 support cases to an entitlement.
Entitlement Channels
type of service, e.g., phone, email, web or Facebook, e.g, 5 email entitlements and 5 through web interface
Service Level Agreements (SLAs)?
Level of service or support your organization agrees to offer a customer, e.g., all support cases resolved within 2 business days.
SLAs can be associated with Entitlements?
True
Subject Tree
Hierarchical list of subjects used for classification
