Basic CRM Navigation- Account Access/ IVR

To Access: Use the Microsoft Dynamics Unified Service Desk Shortcut (logo) which will launch the CRM Homepage

AmeriGas - My Dashboard - SANDBOX

                          CRM FEATURES

LINK DESCRIPTION Dashboards Displays different Items such as Active Cases Account Search Search for customer accounts Activities Displays activities which can be filtered and sorted Action Items Displays action Items which can be filtered and sorted My Internal Notes Mailbox for important notes

                              SERVICE

LINK DESCRIPTION CASES Listing of all customer cases QUEUES Department specific collection of cases KNOWLEDGE ARTICLES Support material to guide case resolution including talking points

IVR- Interactive Voice Response (not advisable to use) account number or phone number

sold to- billing info/money always start with 20 or 020 ship to- delivery address/service/ its always start w/ 010 or 10

Explain and Demo Account Search, Accounts Button, and Contacts Button

Locating Active/Inactive Accounts