Ritesh Mayekar, L1 Support EngineerRahul Ranpise, L1 Support Engineer

Service Module in CRM

Service Module in CRMAgenda

• Key steps to get started with customer service.• Set up case and queue settings.• Set up service terms in customer service.• Work swiftly with cases and manage activities using Dashboards.• Use the Unified Service Desk.

Key steps to get started with customer service.

• Creating and managing the queues• Defining the routing rule sets.• Service level agreements (SLAs) .• Create an entitlement to define the support terms for a customer.• Create a customer service schedule and define the work hours.

Set up case and queue settings.

• Creating a case and working on the case.• Create or edit a queue.• Set up queues to manage activities and cases.• Define status reason transitions for incident (case)

management.• Define settings for parent and child cases.

Service level agreements (SLAs)• Define service level agreements (SLAs).• Disable or enable Service Level Agreements (SLAs) for cases.• Standard vs. enhanced SLAs: What’s the difference?• Create a standard SLA• Create an enhanced SLA• Set the SLA as default.• Disable the SLA• How is the SLA applied?

Entitlements

• Create an entitlement to define the support terms for a customer.• Add an entitlement channel term.• Associate a product with the entitlement• Associate a customer contact with the entitlement• Associate entitlements to cases• Set as default entitlement• Cancel an entitlement

Service Scheduling

• Create a customer service schedule and define the work hours• Define the work hours for the schedule• Use the workplace calendar• Set up a holiday schedule• Set when your business is closed

Work swiftly with cases and manage activities using Dashboards.

• Apply case number logic with the help of the Account ID and incremental counter.• Progressive logs in the case to know the history of actions

performed.• Analyse the work-load and pending activities with the help of

demonstrative Dashboards.• Know the areas of improvements and top issues with the help of

descriptive dashboards.

Unified Service Desk

• What is Unified Service Desk ?• Where is USD used and its advantages.• How to use Unified Service Desk?• Features of Unified Service Desk.

Key Features of USD

• Integrated Agent Desktop• Controlled Session Management• Centralized Data Management.• User Interface Integration Framework.• Computer Telephony Integration.• Time to Value.

Here’s what you’ll see when you install USD:

• 1. Left Nav: Opens the left navigation area that you can open or collapse.• 2. Dashboards: Opens the CRM customer service dashboard.• 3. My Work: Shows a list of all the active cases assigned to a service rep.• 4. Search: Opens search for navigating through various entities. For this package you can

search for accounts, contacts, cases, activates, and queues.• 5. Reminder: Shows a list of your activity reminders. • 6. Applications: Shows custom applications for this package. When you’re working on a

customer session, this shows global applications and session specific applications.• 7. Session tabs: When you have multiple customer sessions open, each tab shows the

different session. The tabs make it easy for an agent to work on multiple customer cases.• 8. Session overview: Shows the relevant information about the customer.• 9. Call Script: Shows call scripts that the service agent can use when they’re working on a

case. The scripts help guide the agent by giving them step-by-step instructions on how to handle the case.

• 10. Notes: This is the area to take notes in regarding the case.• 11. KPI Control: Shows Key Performance Indicators (KPI) such as Average Case Resolution

Time, Number of Cases Resolved, and Customer Satisfaction. • 12. Session timer: Shows how long a service rep has been on the session.

Thank You