• Maintaining Cases in Microsoft Dynamics CRM 2011

      Simon Phillips, 22 March 2011

      Maintaining a case can involve adding or editing information to do with the case or it could also include adding service activities you have completed in working on the case. For example, if you were just on the phone to the customer you could record that time spent on the phone to bill the customer

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    • A Closer Look at Queues in Dynamics CRM 2011

      Roshan Mehta, 21 March 2011

      Previously, my colleague Simon Phillips briefly described some of the benefits and features of Queues in Dynamics CRM 2011 (click here to view his post). Dynamics CRM 2011 offers a whole new experience when working with Queues compared to previous versions. Let’s take a look at some of the new featu

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    • Creating and Completing Activities for a Case in Dynamics CRM 2011

      Simon Phillips, 20 March 2011

      When working with cases you are often using up support time that the customer has purchased for the product. Since with most service contracts you offer time for support you will want to track what time you have spent on the customer for the service. If this isn’t part of a service contract you need

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    • How to Insert an Image into your Dynamics CRM Article

      Paul Nieuwelaar, 15 March 2011

      If you’ve been reading some of my previous blog posts on Creating Articles in Dynamics CRM 2011, then you should know how to create some quality Articles in Dynamics CRM 2011. You can create informative articles that customers will be able to follow, however often you want to add an image into your

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    • Commenting on an Article in Dynamics CRM 2011

      Paul Nieuwelaar, 14 March 2011

      In my last blog post, I described What to Check for when Approving an Article in Dynamics CRM 2011, showing how you can build a powerful knowledge base by approving Articles smartly. In this blog post I will be showing how to use Article comments, and the steps required to make a comment on an Artic

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    • A Closer Look at Recently Visited Items in Dynamics CRM 2011

      Roshan Mehta, 13 March 2011

      In a previous blog post, I have given you information about how Dynamics CRM 2011 improves the way we can access records. This blog mentions the new “Recently Visited” feature which displays the most recently visited records and views that you have worked with. Today, I will describe this feature in

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    • Reactivating a Case in Microsoft Dynamics CRM 2011

      Simon Phillips, 12 March 2011

      Say for example, you have just resolved a case for a customer where they were getting an error with your product but then a few days later they return with the same error occurring. In this situation it is better suited to reactivate the existing case with all the existing information and what was a

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    • Bigger Slice of CRM Pie for Microsoft Dynamics CRM 2011?

      Louise Alderton, 11 March 2011

      In my last blog post I summarised the first question posed to Microsoft Dynamic CRM General Manager, Brad Wilson around CRM trends from a recent interview conducted by Software Advice. This week I will move on to the next question in this interview surrounding the competitive price strategy of Micro

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    • Assigning a Knowledge Base Article to a Case

      Simon Phillips, 10 March 2011

        The Knowledge Base in Microsoft Dynamics CRM is used as a central hub to store information about the organizations products and services that a Customer Service Representative (CSR) can use to answer frequently asked customer queries. The Knowledge Base provides a browse or search engine that

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    • What to Check for when Approving an Article in Dynamics CRM 2011

      Paul Nieuwelaar, 09 March 2011

      In a few of my past blog posts, I have shown how to use Articles in Dynamics CRM 2011, including: The Lifecycle of an Article, How to Create an Article, and How to Create and Edit an Article Template. While these show how to use some of the basic functions of an Article, I also want to show the step

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    • The Getting Started Pane in Dynamics CRM 2011

      Roshan Mehta, 08 March 2011

      The Getting Started Pane in Dynamics CRM 2011 is a new and useful feature which can be used to quickly navigate to different parts of the system, as well as provide informative resources for your CRM users, so that they can quickly get up to speed with different entities. The pane is displayed for w

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    • Resolving a Case in Dynamics CRM 2011

      Simon Phillips, 07 March 2011

      Once a case is assigned to a user or it is accepted from a queue, he or she must perform certain activities related to the case. As soon as the user has completed those activities, he or she can resolve the case. Resolving a case in Microsoft Dynamics CRM includes the following actions: • The user r

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    • Creating and Editing an Article Template in Dynamics CRM 2011

      Paul Nieuwelaar, 04 March 2011

      In my previous post on Creating an Article in Dynamics CRM 2011, I showed how you can create an Article, and I showed the default article templates, and what they are used for. In this post I will be showing how you can create your own Article Templates, and even edit the default ones. To create or

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    • Grid Improvements in Dynamics CRM 2011

      Roshan Mehta, 03 March 2011

      The grid view in Dynamics CRM 4.0 provides a nice way to view your companies CRM data. The grid view allows you to sort by columns, resize columns, search for records based on data stored in any attribute, and open up related records. The grid view can also be customized to add/remove fields, config

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    • Creating an Article in Dynamics CRM 2011

      Paul Nieuwelaar, 02 March 2011

      In my last blog post about Articles, I described The Lifecycle of an Article in Dynamics CRM 2011, showing the different stages an Article goes through to get Published, and how to submit and approve an article. In this blog post I will be showing the steps required to create an Article in Dynamics

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