Module 4 - Customer Service Flashcards
What does the Customer Service application within D365 allow a company to do?
- Addressing and solving customer or product issues
- Receiving and answering customer questions
- Collecting and applying customer feedback
In the default Customer Service application with D365, a customer is either an Account or a Contact. True or False?
True - For the customer field, you can choose either.
What is a Case? Other companies may call cases incidents, tickets or service requests.
Cases are the fundamental record type in service management and represents a single incidence of service. In other words, cases are anything in the context of a customer interaction that requires some type of resolution or answer.
What kind of records can be associated with cases?
Activities, subjects, products, knowledge base articles, entitlements, and more
What is an activity?
Activities are interactions between a business and their customers that are deemed important enough to track within Dynamics 365.
What is a resolution activity?
When the case is resolved, an activity type named resolution activity is created. This activity is found only in the closed activity associated with the case and displays the activities resolution, as well as how much time was spent on the case.
What is a queue?
A place to organize and store activities and cases waiting to be processed
What are knowledge base articles
A repository of informational articles that help customer service reps solves cases, may be used to provide D365 on how not only how to resolve issues but how to answer questions, can be emailed to a customer through D365 interface or through the D365 Apps for Outlook.
What are entitlements?
Entitlements can be used to specify the amount of support services for which a customer is entitled, e.g., a customer’s entitlement might allot 10 support cases they can use at their discretion. Once they have used all of their allotments on an entitlement, they can no longer associate any cases to that entitlement.
Entitlement channels
Specify the type of service a customer is entitled to: example include phone, web, email or Facebook. e.g., customer could have 5 entitlements through email and 5 entitlements through a web interface.
Service Level Agreements (SLAs)
SLAs define the level of service or support that your organization agrees to offer to a customer. For example, a customer signs a service level agreement stating that all support cases would be resolved within two business days. It is now our responsibility as a company to make sure that that happens. It’s also possible to associate an SLA with an entitlement; so that when an entitlement is added to a case, the associated SLA is applied.
Subject tree
Hierarchical list of subjects an organization can use to classify service cases and other records within D365. The subject field is presented as a look-up field on the default case form and is often used to classify cases.
Products
Products within the D365 product catalogue can be associated to a particular case and helps to provide a more detailed view of cases, resolutions and customer feedback at a product level. This is optional to use with cases and may not apply to all organizations.
Goals (module)
To establish and track progress against target values against KPIs. Metrics such as cases resolved or in progress cases.
Scheduling (module)
The scheduling module allows users to find qualified resources that are available to provide specific services to customers. For example, if a customer contacts a service user asking if someone can come onsite to provide a specific service, the user could create a service activity and from there identify the service as well as the time frame the customer would like the service provided.
