Microsoft CRM Customer Service Management offers superior customer service and increase capacity to handle customer service requests, without adding employees.

Microsoft CRM helps your service representatives track customer requests, manage support issues from initial contact through successful resolution, and provide customers with the consistent, efficient service that ensures satisfaction.

Some of the features that are included with Microsoft CRM Customer Service are:

• Case Management: Create, assign, and easily manage cases for customer service requests. Manage actions and communications for each case from a central location.
• Complete View of Accounts: View all accounts, including sales and order information, to identify top customers and better understand specific customer needs.
• Automated Routing, Queuing, and escalation: Customizable workflow rules let you automatically route service requests and cases to the appropriate representative or to queues for resolution, escalation, or reassignment.
• Searchable Knowledge Base: Publish support articles and other relevant support information to a searchable knowledgebase. Built-in review processes ensure information is complete, correct, and properly tagged for search.
• Service Contracts: Easily create and maintain service contracts within Microsoft CRM. When a support case is resolved, relevant contract information is updated automatically.
• Auto Response Email: Use customizable templates and workflow rules to generate and send auto-response e-mails to customer requests.
• E-Mail Management: Maintain an accurate record of customer-related communications, with automated tracking of customer e-mails that associates those mails with appropriate customer records.
• Reports: Comprehensive reporting tools let you identify common support issues, evaluate customer needs, track service processes, and measure service performance.

Click here to download the Microsoft CRM Service fact sheet