Hello everyone.
Last time, we introduced the standard Dynamics 365 features that are highly rated by customers in sales operations. This time, we will introduce the services section, including "Customer Service" and "Field Service," which are related to the post-service provision of products and services.Standard functions that can be applied to customer service and repair workLet's take a look!

[Services]

Four standard features in service operations are highly rated by customers. Note: Subjective
Part 1: Barcode reading and simple search
Part 2: Task allocation management using queues
Part 3: Electronic signature using pen control
Part 4: Security settings based on departments, roles, and privileges

Barcode reading and simple search

Shipping process, return acceptance processYou can use Dynamics 365 and a barcode reader for added convenience.
Dynamics 365 provides a barcode reading feature that uses the device camera to scan and return barcode information, such as product codes.
This feature is limited to mobile devices, but on the web version,Use the [Simple Search] field in the system viewWe also recommend using a barcode reader. From a computer's perspective, a barcode reader is an input device, just like a mouse or keyboard. By selecting the simple search field and typing on the keyboard, the system reads the barcode and the numerical values are entered into the simple search field. By executing a search as is (you must specify the search column beforehand), you can search through records and extract the desired information.

There are also many other creative possibilities when combined with the Onchange event.

Queues for task allocation management

The purposes of using queues in service operations include "passing responsibility" and "assigning workers."
As shown in the diagram below, the process from initial inquiry reception to reply to the customerQueues for escalations and internal communication international success.

Although it is not widely known, Dynamics 365 has a standard feature called Posting, which automatically records queue additions and worker assignments (as indicated by the arrows in the diagram above). This information can then be disclosed and referenced as open information for related support cases.

By looking at this, you can trace who is currently in possession of the ball, how the baton was passed, and how the answer was completed. I think this is a more organized response than individual emails exchanged between individuals or a limited number of members, and don't you think it makes the process easier to understand by visualizing it?
Another way to use queues is to store requests in a queue when linking systems, and then use it as an interface by reading them one by one from EAI (ASTERIA) or the opposing system. Services often require linkage with core systems, so when dealing with transactions, this method allows you to control the status, making it suitable for loosely coupled interactions.

Electronic signatures using pen control to indicate acceptance of agreements and records

Tablet devices are now often used on-site in service work.
A typical example is the operation of receiving electronic signatures using a pen.
Simplifying business processes, such as showing acceptance of agreements and records and going paperlessContribute to
It is also effective in speeding up work reporting and sharing.
In Dynamics 365, drag the pen across the tablet screen and save it as an image.

With minor customization, you can insert an HTML file into the form screen to display an electronic signature as an image even on the web version.

Security settings based on department, role, and privilege

This is not limited to the service section, but we have included it here because service operations often have higher data security requirements than sales operations. There are various security requirements for data handled in services for various parties, such as customers, headquarters (full-time employees, part-time employees, etc.), sales companies, local subsidiaries, and agents. In Dynamics 365,Data visibility and accessibility can be controlled through a combination of departments, roles, and privileges (CRUD-like).and is able to address complex local and global requirements.

Summary

CRM systems for service businesses often require customization due to the nature of the business, which can make implementation difficult and often leads to cost overruns."Business operation innovation": By utilizing the standard functions of Dynamics 365, it is possible to adjust it to your business operations.If you are struggling with mounting operational costs due to excessive customization, or are wondering how to make the most of standard functions, please contact the ARCUS Japan CRM Business Division at the address below.

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