• 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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    • 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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    • 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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    • 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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    • 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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    • Cancelling or Deleting a Case in Dynamics CRM 2011

      Simon Phillips, 27 March 2011

      Any active case can be cancelled or deleted. You may need to cancel or delete a case where a customer no longer wants to receive help with the issue, or you decide that the case isn’t worth charging the customer for or billing against a contract. There are pros and cons to both cancelling and deleti

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    • Viewing Cases in Dynamics CRM 2011

      Simon Phillips, 01 April 2011

      There are 2 ways to access and manage Cases in Microsoft Dynamics CRM 2011 these are: from Queues under Workplace and from Cases under Services. Workplace Under the workplace menu Queues offers a view of the cases that have been assigned to you and the cases that have been assigned to the groups you

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    • How Cases Relate to Other Record Types in Dynamics CRM 2011

      Simon Phillips, 05 April 2011

      Cases can be related to the record types as shown in the table below. This is a very useful feature as when you relate a record to another you start to create a historical view of the customer and provide your organisation with useful information. For example, you can then use that historical data t

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    • Relating Cases to Contracts in Dynamics CRM 2011

      Simon Phillips, 08 April 2011

      Service Contracts can be related to cases so that allotment amounts can be tracked against cases. This is both very useful and very powerful, this is because you can now closely track the time you spend on your customers issues, making it easier to correctly invoice them for only the time taken to f

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    • Dynamics CRM 2011 Case Management Summary

      Simon Phillips, 12 April 2011

      * Over the past few blog posts I have given you an in-depth look at all elements that case management encapsulate. Here is just a brief summary of what I went over but for more details please refer to the individual blogs. Case management is the center of the customer service module in Microsoft Dyn

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    • Issues Upgrading from Dynamics CRM 4.0 to 2011

      Simon Phillips, 15 April 2011

      Recently I was asked to upgrade a CRM 4.0 online to CRM 2011 on-premise. During my first ever upgrade I came across a few issues that I thought I would share with you all. After I finally got the database from the hosting provider I started from the very beginning where you have to restore the datab

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    • Upgrading from CRM 4.0 to CRM 2011

      Simon Phillips, 19 April 2011

      With the release of Dynamics CRM 2011, a lot of customers will want to upgrade their current Dynamics CRM 4.0 systems to Dynamics CRM 2011. In this post I will be providing a beginning to end process that you will need to follow to perform an upgrade. Backing up your existing database and restoring

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    • Introduction to Contract Management in Dynamics CRM 2011

      Simon Phillips, 26 April 2011

       * In my previous blog posts, you learnt all about cases in Dynamics CRM 2011, which capture the customers’ requests and product information used by customer service teams to address support issues. Most of the service requests your company receives are not likely to be resolved by referencing

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    • Dynamics CRM 2011 Contract Life Cycle

      Simon Phillips, 03 May 2011

      The contract life cycle begins with templates. The organization creates a set of contract templates, adding to the set as needed. The life cycle of an individual contract is as follows: 1. Create a new contract and select the template to base it on. 2. Fill in the basic information for the contract

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    • Creating Contract Lines in Dynamics CRM 2011

      Simon Phillips, 15 May 2011

      Adding contract lines to a contract is the second step in creating a contract. The contract lines provide the details of the contract. You can define several contract lines for each contract (for example, one for parts and another for maintenance), but you must have at least one contract line to inv

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