Dynamics CRM Readiness

CRM Accelerate for Dynamics CRM

Customer Service

Session 2
Knowledge Base & Queue Management

Review (Customer Scenarios)

Evaluate examples of customer scenarios where the customer

service capabilities of Microsoft Dynamics CRM can be applied

Define the basic record types utilized by the customer service

functionality of Microsoft Dynamics CRM

Review (Case Management)

Explore the main components of working with cases

Discuss the default fields available on a case form

Demonstrate how to convert cases from activity records

Analyze business process flows and how they can be branched

based off customer service situations

Examine the Case to Resolution process and how it can

effectively be used

Define specific rules used for advanced configuration options

related to case management

Determine the best method to sync two merged cases together

Module 3
Knowledge Base

Module 3: Overview

Search for articles within the knowledge base and associate

them with a case

Resolve cases quick by using knowledge base articles

Create, manage, and maintain knowledge base article templates

Examine the process of creating, modifying, and publishing

knowledge base articles

Develop how to properly format knowledge base articles

through a template and the Engagement Hub

Demonstrate how to attach knowledge base articles to emails

Demonstration:

Create an Article Template

Create a KB Article from a Template

Create a New KB Article

Search for Articles

Associate an Article to Help Resolve a Case

Lesson 1
Article Templates

Article Templates

All Knowledge Base articles are based on article templates to

provide structure and determine how the article is displayed

Must be associated with a template and subject

Knowledge base template describes formatting and sections

Subjects organize articles by categories

Article Templates

By default, Microsoft Dynamics CRM contains four templates on

which articles can be based:

Procedure
Question & Answer
Solution to a Problem
Standard KB Article

Each refer to the type of article

These built-in templates can be modified and additional

templates can be created

Lesson 2
Create and Maintain Article Templates

Working with Article Templates

Information Presentation

Titled Sections

A key benefit of having knowledge base templates is that they enable

the consistent presentation of information for knowledge base articles
Templates are made up of titled sections that indicate where text will be
positioned when the article is created

Descriptions

Each titled section provides a description box where the template

author can enter instructions for users creating articles
The instructions serve as a reminder for the type of information to enter
in each section

Knowledge Base Article Templates

New knowledge base articles can only be created using a

template with status of Active

An article template can be deleted only if there are no articles

currently based off that template

When deactivating a template:

New articles cannot be created based on it

Previously published articles will not be impacted

Scenario

You do not want any more articles created based on a certain template,
but also dont want to impact search results for existing articles

Lesson 3
Format Knowledge Base Articles

Format Knowledge Based Articles from Templates

Article Content

Title
Description
Content
Keywords

Status bar explains past, present, and forthcoming steps

Knowledge Base Article Process

Author

Review

Update

Review

Publish

Format New Knowledge Based Articles

Chevron status bar still explains Knowledge Base article process

There are many available options when creating a new KB Article

Major Version Number

Minor Version Number
Title
Keywords
Description
Content

Rich-text editor format experience for article content

Lesson 4
Create Knowledge Base Articles

The Knowledge Base Life Cycle

Rejected

KB Article
Draft

KB Manager
Draft folder

Submit

KB Article
Submitted

Review

Approved

KB Manager
Unapproved folder

KB Article
Published

Revise
KB Manager
Published folder

Lesson 5
Article Publishing and Expiration

Article Publishing and Expiration

Specific security roles for Approving and/or Publishing

knowledge base articles

Articles are auto-numbered

Ability to create new major/minor versions

Articles have the ability to be embedded to public pages and

customers

Setting an expiration date will automatically display articles in an

Expired References list

Expired Articles are NOT unpublished automatically

Lesson 6
Search Articles

Knowledge Base

The knowledge base provides a central repository for an

organization's information, stored as articles and organized by
Subject

The knowledge base provides the following benefits for

information storage:

Stored in a central location

Consistently formatted

Visible to all in the organization

Searchable by full text or keywords

Using and Searching the Knowledge Base

Only articles with a published status are included in the search

results

Access knowledge base articles in several ways

Articles Tab
Advanced Find
Case Form

Articles Tab

Advanced
Find

Case Form

Using and Searching the Knowledge Base

Full Text Search

Keyword Search

Limits the search to the titles of articles

Article Number

Limits the search to the article keywords entered

Title Search

Searches complete text of knowledge base articles based on value

entered

Limits the search to the system-generated article number that is

assigned when an article is created

Subject Browse

Browse articles through the subject tree instead of text fields

Lesson 7
Associate Articles with Cases

Associate Articles with Cases

The Knowledge Base provides a place to store important

information pertaining to the Service module

It contains articles geared toward a specific topic and subject

Subject Tree organizes these articles

Microsoft Dynamics CRM allows articles to be associated with

cases

Subject Tree

Hierarchy of subjects that provides a structured approach for

grouping and managing information

Associated with knowledge base articles

May be used to determine routing or case assignment

Used in reporting to categorize and view articles

Engines

Tires

Emissions

Spark Plugs

Brakes

Mufflers

Filters

Rims

Belts

PARTS

Hoses

WHEELS

EXHAUST

Lesson 8
Use Knowledge Base Articles to Resolve Cases

Use Knowledge Base Articles to Resolve Cases

Able to refer back to resolved cases

Easily guide a customer through the process of steps required to

resolve the case

Quickly refer back to the article directly from the case form

Only search for the article once

Able to utilize cases with associated articles for future cases

Attach resolved cases to new cases as a Similar Case

Lesson 9
Attach Knowledge Base Articles to Emails

Email Knowledge Base Articles

Effortlessly shared via email to help resolve customer issues

There are several options available for sending articles,

depending upon how the article is being accessed

Knowledge Base
Case Record
CRM Activity
Outlook Client

Can be shared externally to customers

Simply attach a Knowledge Base article to an email

Module 3: Review

Search for articles within the knowledge base and associate

them with a case

Resolve cases quick by using knowledge base articles

Create, manage, and maintain knowledge base article templates

Examine the process of creating, modifying, and publishing

knowledge base articles

Develop how to properly format knowledge base articles

through a template and the Engagement Hub

Demonstrate how to attach knowledge base articles to emails

Module 4
Queue Management

Module 4: Overview
Differentiate between system queues and personal queues
Evaluate how to create and maintain queues
Demonstrate how to add cases and activities to queues
Work with queue items, such as routing, working on, releasing,
and removing them
Define what queue item details are and what they all entail
Discuss how to route records to specific queues

Demonstration:

Add a Case to a Queue

Work On and Release a Queue Item
Queue Item Details
Create a Queue

Lesson 1
System and Personal Queues

Queue Management
Queues are holding places for work items

Requests/Issues are handled in an organized and timely manner

All record types can be assigned to queues
Only cases and activity record types are enabled for queues
For all other records:
Customize the entity
Select enabled for queues property
Can route records to owners queue based on assignment

Queues Types

Shared Queues

Personal Queues

Used to route important activities and records assigned to each user

When assigned a queue item, it moves to the personal queue

System Queues

Can be used to support service management in a team-based

collaborative environment

Containers for work items that a group of people will work from a list
Users will mark items they are working on

Escalation Queue

Shared container for cases not resolved within a specified time frame or
violates a Service Level Agreement

Lesson 2
Create and Maintain Queues

Creating and Maintaining Queues

Default queues for each user and team are automatically created

A queue can have an email alias

When created, a queue has an initial status of active

Queues can be deactivated and reactivated as necessary

Queues can be deleted, but not if items are in queue

Lesson 3
Add Cases and Activities to Queues

Add Cases and Activities to Queues

Queues can also be designated for cases meeting specific criteria

Cases are automatically be assigned to queues

Cases can manually be assigned to queues

Example 1

Bicycle Types

Example 2

Opportunity Records Estimated Revenue

Lesson 4
Queue Items: Work On

Queue Items

When a record is routed to a queue, a queue item is created

A queue is a collection of queue items

Queue items serve as a container for an entity record

Queue items data grid behaves slightly differently from others

The queue items drop-down list allows filtering by properties of

queue items

The queue drop-down list allows you to select the queue to

which the filter will be applied

Queue Items: Work On

Used to assign working responsibility for a queue item to a user

Assigning a user or a team does not change the owner of the

underlying record

When you work on a case, it gets assigned to you

The record is set to you if you leave the case in the queue

When you assign the case to someone else, the Worked By field
is set to that user or team chosen

Lesson 5
Queue Items: Release and Remove

Release and Remove Queue Items

Releasing an item from the queue removes the users name who
is currently working on the record

After an item it released, it becomes available to be worked on

by other users or teams

Queue items can be also be removed from a queue at any time

When a user removes a queue item it does not affect the record

Lesson 6
Queue Item Details

Queue Item Details

Queue Item Details form can be customized specifically to

display and manage queue item information

Does not show detailed information about the original record

Allows a user to set different properties pertaining to that

specific queue item

Who will be working on the case?

What is the priority? High, Moderate or Low?

The Queue Item details is a customizable entity

Lesson 7
Case Routing

Case Routing

Service Management

Often makes use of queues

Appropriate queues based on characteristics of case records
Workflows might escalate Past-Due cases to high priority queues

Other Scenarios

Unassigned leads for first-come-first-serve assignment

Route several record types

Case Routing

Can use both personal and shared queues to support sales and
service processes

Routing enables organizations to manage operational aspects

Cases can be routed from one queue to another

Case Routing Rules automatically route cases

Users
Teams
Queues

Cases are often routed to queues as part of an automated

service management process

Module 4: Review
Differentiate between system queues and personal queues
Evaluate how to create and maintain queues
Demonstrate how to add cases and activities to queues
Work with queue items, such as routing, working on, releasing,
and removing them
Define what queue item details are and what they all entail
Discuss how to route records to specific queues

Next Session
Service Level Agreements (SLA)
Entitlements

54