Microsoft Dynamics CRM In Government

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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

Microsoft Dynamics CRM In Government

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