Case or Incident Management is vital for any service industry business especially those that have to legal capture and report on incidents and issues raised by customers, supplier or other relate entities.
The capture and analysis of this incident knowledge is critical in being able to effectively service your clients. The IT Agency through Dynamics 365 can offer an end to end solution that can guide your staff in resolving issues for your clients from start to finish. Case information is accessible from any device, anywhere. Take advantage of workflow automation to proactively deliver relevant follow up, escalations and notifications to your staff to ensure they rapidly respond to their clients’ needs.
Microsoft Dynamics 365 has a built in Case Management facility. This area is designed to track customer service related issues and have those issues automatically get routed to a relevant person or team of people to resolve. The resolution process allows a user to search through a Knowledge base and then send the details of the resolution to the client, and subsequently mark the case as being closed. In addition, the system allows for users to track the time spent on the resolution which could in turn forms the basis of a service level agreement or some form of billing arrangement with your client if required.