CRM INTEGRATION
Choice of user experience
Manage your service relationships in Microsoft Outlook or in a completely customized user interface. Automatically synchronize Outlook E-mail, Calendar, Tasks, and Contacts with your Microsoft Dynamics CRM customer database software.

CUSTOMER SERVICE MANAGEMENT
Case management
Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.

Service requests
Automatically associate incoming support inquiries with the appropriate case.

Queuing and routing
Dispatch cases to queues where they can be easily accessed by individuals and teams. In Microsoft Dynamics CRM, queues can be completely customized to match your company’s service processes. In addition, cases can be automatically routed to the appropriate individual, supervisor, or expert to handle a particular service issue.

Searchable knowledge base
Resolve common support issues quickly by using a searchable knowledge base. Built-in review processes help ensure that published information is complete, correct, and properly tagged.

CUSTOMER SUPPORT MANAGEMENT
Contract management
Create and maintain service contracts within Microsoft Dynamics CRM to manage Service Level Agreements (SLAs). Use the information to tune your processes or bill customers for support. Each time a support case is resolved, the relevant contract information is updated automatically.

E-mail management including auto-response e-mail
Maintain accurate account, contact, and service history with automated tracking and response for customer e-mail messages.

Product catalog
A full-featured product catalog includes support for complex pricing levels, units of measure, discounts, and pricing options.

Reports
Identify common support issues, track service processes, and measure service performance. Build and use either completely custom reports or utilize standard template reports for service.

Service appointment activities
Schedule detailed service activity appointments for your service professionals that automatically synchronize to your Microsoft Outlook calendar.

Services, facilities, and equipment
Model your entire service delivery offerings and resource groupings into Microsoft Dynamics CRM to provide consistent service practices throughout your organization.

Global service calendar and scheduling engine
Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities.

Workflow
Model and deploy robust business customer service solutions using the new Windows Workflow Foundation. Designed for use by everyone in the organization, workflow can be created in Microsoft Visual Studio as well as through workflow wizards and personalized templates.