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Putting The Help in Help Desk

Customers have questions, concerns and issues. If you don’t have a standard process for triaging, assigning and resolving those issues, it’s easy for things to slip through the cracks. With Microsoft Dynamics CRM, you can track every customer service issue and easily display a complete history for each client. 

Help Desk Software Records All Customer Issues

Understanding customer needs is important to the growth of your organization. In the short term, you need to make sure every issues gets a resolution. In the long term, you need to identify recurring issues in order to address them properly.

Track and Resolve Cases: Create a service case, with unique tracking number, for each question, concern or issue and resolve it when complete.

Sort by Subject: Identify recurring issues by organizing cases by topic, line of business or product that the service case relates to.

Build a Knowledge Base: Record solutions to common problems in the knowledge base to make your team more effective at sharing knowledge and serving customers.

Manage Service Resources

Resolving a service case requires resources. With Microsoft Dynamics CRM you can enter service personnel and equipment, while tracking time against service contracts and other obligations.

Manage Service Resources: Enter your service personnel, assign tasks and appointments and track the time they spend resolving issues.

Track Service Contracts: Quickly draft service contracts then associate time, resources and resolutions against them for a real-time picture of your service commitments.