Microsoft Dynamics CRM In Government
Microsoft Dynamics CRM In Government Microsoft Dynamics CRM In Government
Interaction and Knowledge ManagementComplete interaction management capabilitiesincluding Knowledge Management and ServiceLevel Agreements.Interaction and Knowledge Management Components• Flexible Interaction Framework •KB Article Authoring,• Contextual User Experience Review and Publishing• Knowledge Base• SLA and SupportContractsMicrosoft Advantage• Customizable agent desktopsurfacing Microsoft DynamicsCRM through browser,Microsoft Office Outlook,SharePoint or custom UI• Fully integrated KnowledgeBase including authoring andpublishing capabilities.• Robust email supportincluding auto-response andauto promotion of emails tocases.
Customer Service ScenariosFollowthe-SunGlobalSupportWorld-ClassContactCenterClosed-LoopServiceProcessesQuick ServiceCampaignsTotal QualityManagementEnablemanagementof cases to behanded offacross teamsin multipletime zonesDeploy worldclasscontactcenters thatsupportmultipleshifts andremoteagentsUse workflowto driveconsistencyand real-timevisibility intoevery stage ofserviceprocessesManageproductsupport issuessimply andeasilyfrom contact toresolutionAllow allservicemetrics tobe easilytracked andanalyzed todrive processimprovement
- Page 1 and 2: Microsoft Dynamics CRMIn Government
- Page 3 and 4: Microsoft Dynamics CRM Suite
- Page 5 and 6: Microsoft Dynamics CRM Architecture
- Page 7 and 8: Account ManagementA focused and coo
- Page 9 and 10: Opportunity ManagementEnd-to-end ma
- Page 11 and 12: Marketing
- Page 13 and 14: Data and List ManagementSeamless ma
- Page 15 and 16: Response and Lead ManagementEnd-to-
- Page 17: Case Management and SchedulingSophi
- Page 21 and 22: Reporting & AnalysisManage and impr
- Page 23 and 24: CRM for Government
- Page 25 and 26: CRM for Government: Business Intell
- Page 27 and 28: CRM for Government: Contact CentreI
- Page 29 and 30: CRM for Government: Field Inspectio
- Page 31 and 32: CRM for Government: Grants Manageme
- Page 33 and 34: CRM for Government: Task Management
- Page 35 and 36: CRM for Health and Social Services
- Page 37 and 38: CRM for Health and Social Services:
- Page 39 and 40: CRM for Health and Social Services:
- Page 41 and 42: CRM for EducationSchools and univer
- Page 43 and 44: CRM for Education:General Administr
- Page 45 and 46: CRM for Education:Student Informati
- Page 47 and 48: CRM for Education:Recruiting and Re
- Page 49 and 50: Microsoft’s LOB Desktop StrategyL
- Page 51 and 52: An Application Platform for Governm
- Page 53 and 54: Why SharePoint + CRM Together?Diffe
- Page 55 and 56: SharePoint and CRM are Complementar
- Page 57 and 58: trafficPOINT@Police.HuTraffic ticke
- Page 59 and 60: Microsoft Dynamics CRM in the Conta
- Page 61 and 62: USDA Natural Resource Conservation
- Page 63 and 64: Some Customer ExamplesLocal Governm
- Page 65 and 66: Some Customer ExamplesLocal Governm
- Page 67 and 68: UK Local & Regional Government Publ
<strong>In</strong>teraction and Knowledge ManagementComplete interaction management capabilitiesincluding Knowledge Management and ServiceLevel Agreements.<strong>In</strong>teraction and Knowledge Management Components• Flexible <strong>In</strong>teraction Framework •KB Article Authoring,• Contextual User Experience Review and Publishing• Knowledge Base• SLA and SupportContracts<strong>Microsoft</strong> Advantage• Customizable agent desktopsurfacing <strong>Microsoft</strong> <strong>Dynamics</strong><strong>CRM</strong> through browser,<strong>Microsoft</strong> Office Outlook,SharePoint or custom UI• Fully integrated KnowledgeBase including authoring andpublishing capabilities.• Robust email supportincluding auto-response andauto promotion of emails tocases.
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