Service Module in CRM with Parature
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A brief walk-through on features of Service module in CRM with Parature.
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Service Module in CRM with Parature
- 1. Service Module in CRM with Parature Vivek Shah, CRM Engineer Ritesh Mayekar, L1 Support Engineer
- 2. Service Module in CRM : Agenda: • Setting up a Support queue. • Parent - Child case settings • Routing rules • Service level agreements (SLAs), • Entitlements. .
- 3. Queues: Queues can be useful in: • Track items, business process. • Having a centralized list of pending work that needs attention • Sorting tasks by type or by the people assigned to complete them • To categorize and prioritize your activities and cases. We can categorize based on: • Different products or services( Level 1, Level 2) • Different subscription levels (regular, premium customers) • Various activity categories • Different geography
- 4. Parent and Child Cases • Manage multiple cases. • Create parent and child cases for the same issues
- 5. Routing Rules Set: • Using the routing rules set we can automatically route the cases to the right people.
- 7. Service Level Agreement (SLA): • Define the level of service or support that your organization agrees to offer to a customer by using service level agreements (SLAs) in Microsoft Dynamics CRM. • Key Performance Indicator (KPI) help you get a timely warning on your team's issues while providing support. • Success criteria can be configured for SLAs. • You can associate an SLA with an entitlement so that when an entitlement is added to a case, the associated SLA is also applied.
- 8. Entitlement: • Create an entitlement to define the support terms for a customer. • Entitlement define what kind of support your customers are eligible for by creating entitlements in Microsoft Dynamics CRM. • With entitlements, you specify the support term based on number of hours or number of cases. • The customer's support level can vary based on the product or service that the customer has purchased. • Customers who have purchased different products can be entitled to different support levels.
- 10. Parature
- 11. • What is Parature? • Why Parature? • Setting up connection between CRM and Parature. • Adding Knowledge Base articles in Parature. • Accessing Parature Knowledge Base in CRM • Setting up Facebook social channel for Parature and demo. • Setup Chat integration for Parature and demo. Agenda
- 12. What is Parature? Parature is a cloud-based solution that creates amazing customer experiences through a combination of knowledge management, self-service and multi-channel interactions.
- 13. Boost employee productivity with quick access to consistent and organized information. Empower consumers with 24/7 intelligent self-service. Consistent engagement across channels for precise, personalized support. What is Parature?
- 14. Why Parature? • Business benefits: Provides easy, organized access to knowledge. Proactively reduces support volume on high-cost channels. Single solution to manage all channels. • Customer benefits: Delivers real-time consistent information across channels. 24/7 self-service access to information. Customers has convenience of using channel of their choice.
- 15. Setup Connection between CRM and Parature: • Configurations at Parature end: Add your CRM organization to the list of allowed URLs in Parature. • Configurations at CRM end: Setup Knowledge Management. Reference blog to setup the connection : http://www.cloudfronts.com/integrating-parature-knowledge-base- with-dynamics-crm/
- 16. Adding Knowledge Base articles in Parature • Steps to add article to Knowledge Base of Parature Create article in Parature Knowledge Base. Send the Article for Review. Publish the Article.
- 17. Demo of Facebook social channel for Parature. Follow steps to setup social media for Parature: http://www.cloudfronts.com/setup-social-media-for-microsoft- parature/ Demo of chat feature for Parature.
- 18. Upcoming Webinars: September 1st - Enhancing Productivity with CRM for Outlook and CRM for Phones. September 3rd - Sales Productivity using Microsoft CRM Online and Office 365 Thank you
Editor's Notes
- Hello everyone. A warm welcome. Myself Vivek and my colleague Ritesh are here today to discuss some cool features of Support module of Dynamics CRM and Parature.
- Agenda for Parature
- Parature is a cloud-based solution that creates amazing customer experiences through a combination of knowledge management, self-service and multi-channel interactions. It consists of 3 main components: KnowledgeBase Self-Service Portal Multi-Channel Engagement. Starting with case management and then Parature’s knowledge management capabilities, brands can easily access and deliver consistent information across departments internally, and then also across channels to the customer. Added Benefits: 100% Cloud Unified Service Channels Quick Deployment Scalable and Flexible Software Branded Portal Experience Mobile Responsive
- What is Parature? Leverage Knowledge: Boost employee productivity with quick access to consistent and organized information. Parature’s knowledge management solution provides easy to create, easy to access content that can be delivered both internally to customer service representatives (CSRs) and across all major service channels to the customer for real-time updates and deflection of frequently-asked-questions. Empower Your Customers: Empower consumers with intelligent and guided self-service, accessible 24/7. Adding Parature’s self-service portal, repetitive inquiries on high-cost channels – as well as overall support costs – are noticeably and effectively reduced. Customer satisfaction increases through the availability of 24/7 answers and information. Provide Care Everywhere: Provide consistent engagement across channels for precise, personalized support.
- Business Benefits: Provides easy, organized access to knowledge for real-time customer service and response using Knowledge Base. Proactively reduces support volume and repetitive inquiries on high-cost channels using Self-Service Portal. 3) Provides a single solution to manage all channels including email, ticket, knowledgebase, chat, social, mobile using multi-channel engagement. Customer Benefits: Knowledge Base Management: Delivers consistent answers, information and brand messaging across channels. Provides 24/7 self-service access to information using Self-Service portal. Provides the customer with convenient, responsive service on the channel of their choice using multi-channel engagement.
- The purpose for setting up connection between Dynamics CRM and Parature is to integrate Parature knowledge base with Dynamics CRM. Steps to integrate Dynamics CRM with Parature: Configurations at Parature end: Add your CRM organization to the list of allowed URLs in CORS setting in Parature. -> Add your CRM organization URL to list of allowed URLs in CORS settings at Setup -> Department Management -> CORS Settings. Configurations at CRM end: Setup Knowledge Management.
- Adding Knowledge Base articles in CRM Steps to add article to Knowledge Base of Parature Create article in Parature Knowledge Base. Send the Article for Review. Publish the Article. (Note: To publish a article , User should have Knowledgebase Administrator role.)