Microsoft CRM Customer Service & Support Module Features:
Offer superior customer service and increase capacity to handle requests. Microsoft CRM Customer Service 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.

	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 crucial 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 representatives or to queues for resolution, escalation and reassignment.
	Service contracts
	Easily create and maintain service contracts with Microsoft CRM. When a support case is resolved, relevant contract information is updated automatically.
	Auto-response e-mail
	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.
	Integration with Microsoft Business Solutions
	Microsoft CRM integrates easily with Microsoft Business Solutions ERP applications. Key data mapping includes accounts, contacts, product catalog, pricing lists, orders and invoices.