Hi All,
The Case Management feature in CRM As A Service provides organizations with a centralized record of customer enquiries, helping businesses track, manage, and resolve them efficiently.
A Case represents a customer inquiry, issue, or service request that needs your team’s attention. By using Cases, you ensure that no issue is missed and every customer receives timely support.
Each Case Type may require different Forms and Workflows for efficient management. With CRM As A Service, you can easily configure your Case form and customize workflows—allowing you to tailor everything to your specific business needs.
Let’s dive into Case configuration and explore how it can streamline your customer support processes for better efficiency and organization.
Configuring Case Forms
Tailoring the Case form in CRM As A Service allows organizations to capture the most relevant information for their specific processes, leading to more efficient customer support and faster issue resolution.
Example: A tech company handles both software troubleshooting requests and hardware repair inquiries. By customizing the Case form, they can include specific fields for software version details in one form and device serial numbers in another. This ensures that support teams have all the necessary data at hand, reducing back-and-forth with customers and speeding up the resolution process.
Accessing Form and Workflow Configuration
In the settings menu, under Tenant Settings, you’ll find the options to configure forms and workflows.
Customizing Case Forms in CRM as a Service
One of the core features of CRM as a Service is its customizable forms. When you're managing your cases, the platform allows you to tailor the form to suit your specific requirements. Here's how you can easily customize case forms:
Drag-and-Drop Fields: Customizing your case forms is as easy as dragging and dropping fields. You can rearrange the field list by simply moving the field names to your preferred order. This flexibility ensures that the most important information is highlighted first for your team.
Adding New Fields: If the default fields don’t cover your needs, you can create new ones by clicking +New Field. When adding a new field, you’ll need to:
Define the Field Name.
Select the Field Type (e.g., text, number, date).
Specify whether the field is Required or allows Multivalue options.
This allows you to capture detailed and specific information tailored to your business process
Configuring Workflows in CRM As A Service
Workflows determine how cases move through different stages. Configuring workflows in CRM as a Service allows you to customize predefined workflow to match your operational needs.
For more detail how to configure case workflow, you can refer to ticketing workflow blog post.
Creating Case in CRM As A Service
In CRM as a Service, cases represent customer interactions or issues that need to be resolved. Adding a case allows you to track and manage customer issues or requests efficiently. When creating a case, you can specify the Case Type and input important details such as the Title, Assignee, Priority, etc.
Hope you found this post helpful!
Explore this powerful feature today and experience a customized CRM management experience like never before.
TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including Ticketing As A Service and Checklist As A Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.
Comments