Service Calendar:
It is similar to the calendar in outlook, just that it helps to view all the scheduled services for the resources in a Day, Week & Month view. User can add an service activity, Appointment, Reschedule/ Schedule a service, resolve conflicting services which takes place in same time with same resources.
Service Level Agreement
SLA is one of the best features of service module which helps to keep track of the case being solved/responded and necessary actions being taken in the agreed time. SLA can be utilized to track performance of the service person & can help Managers to know why a single case would be open for a long long time.
Case Routing
Case can be routed to Service person's according to the configuration of the company and this process can be automated. we will discuss detail on this topic in upcoming posts.
Case Resolution
Case can be resolved along with time spent on the case by the sales person, Case resolution details are being captured & if required a closed case can be re-opened or a child case can be created on the case when required scenario occurs.
Thats all for the modules of the CRM in brief!!.
In the next posts we will be talking on the basic configurations (Settings Module) that are available in the Dynamic CRM along with examples (No coding one's ) following by extending Dynamics CRM
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