Microsoft Dynamics CRM for Service Organizations
Microsoft Dynamics CRM 3.0 is an application for sales force automation (SFA), marketing automation, and service management. Accessible from Outlook® and the Web, it is easy to use, customize, and maintain, integrates with other business systems, and scales to grow along with your business. Microsoft CRM Overview
Dynamics CRM provides these basic customer service management capabilities:
Case management: Create, assign, and manage cases for customer service requests. Manage actions and communications for each case from a central location.
Automated routing and queuing: Workflow rules let you automatically route service requests and cases to the appropriate representative or to queues for resolution, escalation, or reassignment.
Service contracts: Easily create and maintain service contracts. When a support case is resolved, relevant contract information is updated automatically.
Auto-response and e-mail management: Generate auto-response e-mail to customer requests. Maintain a complete history of service-related communications.
View the Dynamics CRM Service Management video.
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