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1:30 – 1:45 pm

Introduction to Customer Service in Dynamics CRM 2015

Microsoft CRM delivers a robust out-of-the-box Customer Service solution which includes standard features like case management, field service scheduling, and a knowledge management module. For many companies, this built-in solution offers more customer service capabilities then they’ll ever need but for others it’s the core of their business.   In this short 15 minute segment we’ll provide an orientation and overview of these main features before we dive deep into the world of service.


Jim Heaton – President

1:45 – 2:05 pm

Case Management

Case, incident, complaint and non-conformance are the synonyms for this module. It is the primary tool that drives the customer service module in Dynamics CRM. We will do a deep dive into all aspects of this module and illustrate how a customer service representative can track a customer request, question or problem and manage this through completion.


–       Case Entry

–       Hierarchy

–       Management

–       Knowledge Base

–       Action

–       Closing


Ed Michitsch –   Application Consultant

2:05 – 2:20 pm

Service Management

This module is designed to create contracts for existing customers and manage service agreements. It is capable of scheduling technicians, engineers, consultants or repair people out into the field. We will do a deep dive into all aspects of this integrated module and will illustrate how we use this module to run our own company with all of CRM’s mobile aspects.


–       Contracts

–       Service Request

–       Service Activities

–       Scheduling/Dispatch board

–       Dashboards and SLA management


Ed Michitsch – Technical Consultant


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