Customer Service

Native Microsoft Outlook experience
Manage your sales, service, and marketing relationships within a single business application. Automatically synchronize Outlook E-mail, Calendar, Tasks, and Contacts with your Microsoft CRM database.

Case management
Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.

Service requests
Automatically associate incoming support inquiries with the appropriate case.

Queuing
Send cases to a waiting area—the queue—where they can easily be accessed by individuals and teams.

Routing and workflow
Route service requests automatically to the appropriate representative for resolution, escalation, or reassignment.

Searchable knowledge base
Resolve common support issues quickly by using a searchable knowledge base. Built-in review processes help ensure that published information is complete, correct, and properly tagged.

Contract management
Create and maintain service contracts within Microsoft CRM to help ensure accurate billing for support incidents. Each time a support case is resolved, the relevant contract information is updated automatically.

E-mail management (includes auto-response e-mail)
Maintain accurate customer-related communication records with automated tracking and response for customer e-mail messages.

Product catalog
A full-featured product catalog includes support for complex pricing levels, units of measure, discounts, and pricing options.

Reports
Identify common support issues, evaluate customer needs, track service processes, and measure service performance.

Service appointment activities
Schedule detailed service activity appointments for your service professionals that automatically synchronize to your Microsoft Outlook calendar.

Services, facilities, and equipment
Model your entire service delivery offerings and resource groupings into Microsoft CRM to provide consistent service practices throughout your organization.

Service scheduling engine
Find qualified and customer-preferred service professionals and schedule service appointments to deliver value-added services for customers.

Global service calendar
Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities.