Case Management
Microsoft Dynamics CRM provides the company's customer service representatives with a feature called Case Management. This tool allows the user to enter the problem a customer is having as a case, link the case to the customer's account, and then assign the case to an appropriate technician. The technician will then solve the problem, contacting the customer periodically with information and possible solutions. Once the issue is solved, it is documented and the case is closed. Since all the information is saved into Microsoft CRM, all the cases can be searched. If another customer were to have a problem that was similar to the customer's stated earlier, the customer support representative can easily search the database for similar cases and potentially provide a quick solution.
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