Day 5

Accessing CRM Homepage/Dashboard To access CRM, use the Microsoft Dynamics Unified Service Desk shortcut which will launch the CRM Homepage

(CRM Features/ My work)

 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.

++++No need to create a case if the concerns of the customers is balance and payment inquiry.++++

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Interactive Voice Response

If... And...

the Sold-To is authenticated It is a single Ship-To account the Sold-To is authenticated It is a Multi Ship- To account the account is not authenticated N|A

Then... Landing Page

both account numbers will be displayed - will depend on the intent only the Sold-To will display - will either be the Sold-To account or Account Search form depending on the intent no accounts will display - will be the Account Search form, the phone number will be passed and automatically searched to find an associated account.

One account number - Service Address One account number - Billing

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

• Locating Accounts Various Ways

When searching for the account in CRM there are multiple ways to locate the correct account.

➤ Name ➤ Address ➤ Phone Number ➤ Account Number

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ipswitch>IMail Server Logins

UserName; ldela157@apc.iml.sitel.net Password; NT log in password

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Locating Authorized Users

In CRM, review the Related Contacts section for lists of Authorized Users.

• RELATED CONTACTS

Contacts

• contact^ = contact's Role^ = Telephone

  (No Data Available)

In CView, click the information button to view the contact person section for a list of Authorized Users.

• Sold-To = Ship To = Contact Person = Online Preferences

  (No Contact Details)

In CView, Select the Notes button to view any CONT notes (Contact Update notes).

• Notes

• Note Class:
• Short Text:
• Long Text:

(Initial Account Access)

Once the account has been found select the magnifying glass to view the customer's account.

ACCOUNT SEARCH RESULTS

• Click the magnifying glass

Identifying Accounts by Icons

*Residential - House Commercial - Building Motor Fuel - Trucks AmeriGas Cylinder Exchange (ACE) - Tank Rail Road - Train National Account - Money Crop - Trucks Harvest Orchard - Apple Builder - scales Hurricane - Umbrella Transport - Trucks Travel AmeriGas Consignment - Green Logo

(Sold-To vs Ship-To)

When creating a case, consider if it should be on the account (Sold-To) or the physical delivery location (Ship-To)

Appropriate Case Types by Sold-To and Ship-To

Sold-To or Billing side of the account

• BILLING/AR
• ACCOUNT ADMIN
• COMPLAINT
• PRICING
• DISC. SERVICE
• LIHEAP = Ayuda
• GENERAL = all Inquiry

Ship-To or Delivery Physical Address side of the account

• DELIVERY
• AVAT
• SERVICE

Opportunity

• NEW CUSTOMER
• NON-CUSTOMER

Search by Sold-To

After selecting the magnifying glass of the Sold-To, it will take you to the Sold-To Account Record.

= Sold to Make payment Active related cases District SOC capacity Communications Dashboard WEATHER AT CUSTOMER'S BILLING ADDRESS Related Contacts Child account Customer 360

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Call Handling - Accessing the Account

Verify Authorized Users

It is always important to verify who you are speaking with to protect the privacy of the account holder and any designated authorized users. Do not provide account information until the caller is verified.

➤ Do not read out the Name on the account ➤ Do not read out the Address on the account ➤ After confirming Account Name and Address, we can read out the telephone number and email

Call Handling

What can an Authorized User Do?

➤ Place orders for delivery ➤ Request service ➤ Inquire about invoices ➤ Make payments* ➤ Authorized users do not have access to close a customer's account, with the one exception of an executor of an estate/representative designation or power of attorney status in the event of an account holder's death. On hold

Payments on an account can be accepted by authorized and non-authorized users.

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Account Record vs. CRM Case

The Account Record will display the customer's name.

The Case will display the customer's name, case type, and the date the case was created.

Case Types and Sub Case Types

(Billing/AR)

•Billing Changes •Convenience Pay •Dunning/Collections •Fees and Rent •incorrect Bill •Invoice Request •Payment Arrangements •Payment Inquiry •Refunds

Case Tabs and Functions

CRM Case Tabs and Functions either change, appear, or are available according to the case type chosen. Some tabs require specific actions that are also case type specific.

Navigation Bar - Part 1

The Navigation Bar includes tabs that are visible in each CRM case

Save & Close; ➤Save and close: This will save the case and close out of the screen.

Save; ➤Save: This will save the case and case will remain open

X Close; ➤Close: This will exit this case

Refresh; ➤Refresh: This will refresh the case

+New; ➤New: This will create a new case

Applications; ➤Applications: These are the applications available for additional customer support

➤Service Scheduler ➤Business Services ➤ESS Portal - SAP Support ➤Document Portal ➤SAP ➤MyAmeriGas Admin ➤Payments Portal ➤Bill Pay CCP ➤AmeriGas Route Monitor ➤Preference Management ➤Service Package Pricing

Navigation Bar - Part 2

Create Email; ➤Create Email: email to customer This will create an send to the from inside the case

Queue Item Details; ➤Queue Item Details: This is used to view the case disposition

Add To Queue; ➤Add To Queue: When required used to add the case to the correct Queue for someone else to continue working the case

Create Child Case; ➤Create Child Case: Used by other Departments

Lock Case; ➤Lock Case: Used by our ECC Team

Save & Route; ➤Save and Route: other Used by Departments

Email a Link; ➤Email a Link: Used by other Departments

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Account Notations

What to Notate: Notes should clearly and completely explain the customer's situation, actions taken and outcome.

When to Notate: Notes should be added during the call, or immediately after the call to ensure others are able to see the most current up-to-date customer interaction details.

Queue Processes

All Cases either need to be resolved or added to the Appropriate Queue.

When to Queue: If the case needs to be sent to another department because you can not finish the request, or an action is waiting to be completed. On

When to Resolve: If all work has been completed on the case, at the time of the call, resolve the case.