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Implementation of Configuration for CASES

  • 1.  Implementation of Configuration for CASES

    Posted Jul 18, 2017 12:15 PM

    We are looking for some expertise in the configuration and implementation of CASES for our Customer Services and Operations desk. We (are trying to) use Microsoft Dynamic 2016 for our Nonprofit ministry support of families connected all over the world with children connected in several countries on three continents and about 30 locations where they live.

    Would like to connect with someone who has experience in this particular area of usage of CRM regardless of their actual business operation's needs.

    Chris at

    Christopher Hoar
    CARITAS For Children
    Milwaukee WI

  • 2.  RE: Implementation of Configuration for CASES

    Posted Jul 19, 2017 01:31 PM
    Edited by Chris Harrington Jul 19, 2017 01:32 PM

    It might be helpful if you gave us a brief (1-2 Sentences) overview of your Case process?  Some questions that come to mind:

    1. What are the potential channels of input to your Customer Service desk?  Phone Calls, email, web site, etc.?
    2. What kind of outputs from the service desk are used?  Callbacks via phone, email, etc.?
    3. Are the issues that come in handled by the first point of contact, or are they passed off to other CRM or non-CRM users?
    4. Do you need SLA's to be applied to incoming cases?  Are there Response or Resolution times that are either required or a target for the case handlers.

    Are you looking for some advice to help guide you to do the work yourself, or are you looking to engage with a consulting partner?

    Chris Harrington
    Sr. Consultant

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