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Case management automation in Dynamics 365 not just provides exceptional customer service, but also makes life easier for your customer service representatives. When it comes to case management, there’s a lot of automation you can perform behind the scenes in order to make creation and management of cases seamless. Learn how easy this functionally is to implement within your CRM system.

 

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Video Transcript

Hi, I’m Venkat, and I’m here today to talk to you about automation of case management in CRM. You would want to use case management in CRM not just to provide exceptional customer service, but also to make life easier for your customer service reps. When it comes to case management, there’s a lot of automation you can perform behind the scenes in order to make creation and management of cases seamless. There are three things we’ll look at today: number one, automatic case creation; number two, case routing; and number three, knowledge based management.

For instance, when a customer emails you with a question or a complaint or request for information, typically you would create a case from scratch and manually fill in relevant fields. With automatic case creation however, you can first of all create a case automatically and pre-populate fields as well. Once your case is created, you can also create routing rules so that depending on the type of case, it can be assigned to the right customer service rep or team. Now, when the customer service rep opens the case, they already have all the information they need, and thanks to knowledge based articles within the case, your reps will have access to the right information right at their fingertips.

My role here at PowerObjects allows me to work with organisations to help them figure out the best solution for them. If any of this intrigues you, feel free to reach out. I would love to dig into CRM a little more with you. Thanks for watching, The CRM Minute.