With online case management, users can view existing cases, manage confidential information, add comments, close cases and reopen cases online.
With Microsoft Dynamics CRM, users can keep track of customer requests and issues by creating support cases. These tickets provide incident-based tracking for issues that may arise from your customers, whether they are external or internal. It is designed to track the process from the initial intake of an incident, tracking the details throughout the remediation process, and through final resolution.
Then users can assign cases to CRM users or teams. For more powerful automation and collaboration, cases can also be added to queues. Utilizing queues can result in more efficient case distribution and resolution. When a customer contacts support with a question or problem, users can quickly check if there is an existing case, open a new one and start tracking the issue.
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Salesforce’s case management feature allows users to view and edit service cases from anywhere. Users can easily escalate cases to subject matter experts so they can deliver accurate answers to the customer. In the contacts tab, you begin with an overview of recent contacts, standard reports, and various back-end tools.
From here, users can enter specific contacts and view a comprehensive profile that includes social media information, activity and campaign history, along with connections to specific accounts or companies. The account associated with each contact has its own page that lists basic information about the company, contacts within the company, open activities, and opportunities. You can navigate to any of these sections with one click.
Microsoft wins for this category with a more streamlined and centralized customer service and management solution.