CRM Accelerators – Part II – eService Accelerator


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:

  • Customer authentication into the portal and workflows to manage the setup of a contact as a web self-service customer.
  • Customer profile updates to contact details; this capability is configurable allowing organizations to choose which attributes of the profile they want to expose to the customer portal such as name, contact details and communications preferences.
  • The ability to view, create, edit and close service cases. There are two permission levels available to web portal customers:
    • Account-Level: these customers can view and modify all cases raised against the account they are associated with.
    • Contact-Level: these customers can only view and modify service cases that they themselves have raised.
  • Online service scheduling allowing customers to search for convenient times and then book service appointments with the organization.
  • Search against the Microsoft Dynamics CRM knowledge base (KB) using keywords. Once the appropriate KB article has been located the customer can then email that article to themselves or others.

The accelerator can either be used within the customer’s own web portal or they can use the pre-built portal solution provided by Microsoft in the ASP.NET 2.0 Small Business Starter Kit http://www.asp.net/downloads/starter-kits/small-business/. All source code from the customer portal solution is provided so that customers and partners can extend the solution further and tailor it to their specific business requirements.

The following images are taken from the beta version of the eService Accelerator:

acc1

Beta sample Customer Profile edit page

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Beta sample KB Search page

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Beta sample Service Scheduling page

Kind regards,

Reuben Krippner

Comments (15)

  1. Last week we introduced the eService Accelerator which is part of the CRM Accelerators for Microsoft

  2. Last week we introduced the eService Accelerator which is part of the CRM Accelerators for Microsoft

  3. Scott says:

    Does this require the purchase of the external connector license for CRM to remain in compliance?

  4. Amit says:

    When can we expect the eService accelerator to be released? Can you provide more specific date then Q3 2008?

    thanks.

  5. Matt says:

    Will the eService accelerator allow CSRs to mark notes as public/private so that only public notes will display on the customer portal?

  6. aharlor says:

    I am anxiously awaiting the release of the eService Accelerator.  Will this be availible as a BETA?

  7. The Microsoft Dynamics CRM Team is pleased to announce the upcoming availability of eight no-cost add-on

  8. The Microsoft Dynamics CRM Team is pleased to announce the upcoming availability of eight no-cost add-on

  9. The Dynamics team have been busy bees lately! CRM 4.0 BizTalk Adapter Now Available The long awaited

  10. The Microsoft Dynamics CRM Team is pleased to announce the upcoming availability of eight no-cost add

  11. gerard says:

    All

    Citizen Service Platform (available on http://www.codeplexe.com/csp) comes with a similar integration (code also available).

    Citizens are able to register on public portal and after approval, citizen not only becomes a FBA on MOSS but a Contact on CRM.

    Citizens are able to change their profile and to submit cases. Civil Servants are able to see Cases asigned to them from the intranet in addition to Cases views on CRM.

    Finally, and after case is closed, Citizen is able to fill out a feedback survey that updates "Satisfaction Level" on case.

    No extra licences are needed (all goes through FBA authentication).

    Take a look.

  12. Ayer se terminó el TechEd y quería aprovechar para hablar de algunas de las últimas sesiones de Dynamics

  13. padmanabanmsc@gmail.com says:

    We got the e-accelerators beta from Microsoft but it looks like providing 3 entities..it is neither allowing to add new entity nor adding to custom entity. any help appreciated

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