By Matthew Wittemann
What greater technique to the way to administer Dynamics CRM 2011 than from Microsoft CRM specialists? This in-depth Bible is choked with specialist assistance at the most up-to-date model of Microsoft's scorching CRM product. even if you are new to Dynamics CRM or upgrading from an past model, you will get completely in control on every thing from the fundamentals to new good points and extra. so that you can grasp Microsoft Dynamics CRM 2011 in your enterprise contacts, this is often the ebook you want to prevail.
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Extra info for Microsoft Dynamics CRM 2011 Administration Bible
Info Part I Laying a Solid Foundation W hat is CRM and why is it cropping up in more and more businesses? CRM systems have been around for a couple of decades now, starting in large corporations like banks and insurance companies that needed a simple way to store and retrieve large volumes of customer information. As software technologies have evolved during that time, CRM systems have evolved along with them, and along the way they’ve started to find their way into the center of more and more types of organizations.
On the other hand if your organization typically sells to other organizations, then customers will usually be accounts. Note A customer is typically thought of as someone who is actively engaged in transacting with a business. However, in Dynamics CRM, a customer can be any person (contact) or organization (account) that is involved with your organization. This can include customers, prospective customers, partners, suppliers, distributors, media contacts, or any number of others. When we use the term customer in this book, we are referring to this broader definition of a customer.
The first available representative can check the queue and claim the highest priority case. Auto-assign cases: Workflow rules can be developed to automatically assign cases to specific representatives. For example, high-priority customers can be assigned to a senior service representative. Escalate cases: Managers can be alerted to cases that have not been worked within a designated period of time. Knowledge Base The Knowledge Base is a list of articles that can solve frequent problems that your customers experience.
Microsoft Dynamics CRM 2011 Administration Bible by Matthew Wittemann