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Microsoft Dynamics CRM Team Blog: CRM Accelerators – Part II – eService Accelerator
Источник: http://blogs.msdn.com/crm/archive/20...celerator.aspx
============== Last week we introduced the Analytics Accelerator which is part of the CRM Accelerators for Microsoft Dynamics CRM customers and partners to be released in the next few months, each week we will unveil more details of each accelerator. In this article we feature the eService Accelerator. eService Accelerator – Due to be released in Q3 2008 The eService accelerator provides businesses the ability to deliver self-service capabilities to their customers while tracking and managing these interactions in Microsoft Dynamics CRM. Customer Service is generally considered a cost center where cost-savings and productivity are the top priorities for most businesses. This stands in stark contrast to marketing and sales which is usually viewed as a profit center where revenue generation is the focus. People that manage call centers or customer service operations are constantly looking for new processes and technologies that can help them drive customer service efficiencies. Essentially, they want to service more customers at less cost while at the same time maintaining (or even improving) customer satisfaction. This can be a difficult equation for organizations to solve. eService provides the mechanism to help businesses solve that difficult equation. At its core, eService is comprised of a range of technologies that allow businesses to provide online support to customers, which can “deflect” calls and in-person visits, or at minimum reduce a portion of the cost to manage a service issue. As demographics shift worldwide and Internet technologies become more pervasive, many customers prefer to use an eService channel. The Microsoft Dynamics CRM 4.0 eService accelerator provides customer self-service capabilities (via a web portal) as a configurable out-of-the-box offering. The web self-service portal exposes the following CRM functions to customers:
The following images are taken from the beta version of the eService Accelerator: ![]() Beta sample Customer Profile edit page ![]() Beta sample KB Search page ![]() Beta sample Service Scheduling page Kind regards, Reuben Krippner Источник: http://blogs.msdn.com/crm/archive/20...celerator.aspx
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