Customer Care Accelerator available for Microsoft Dynamics CRM

image The Customer Care Accelerator focuses on delivering contact center enabling functionality, such as the ability to create a unified desktop by combining data elements from disparate line of business applications and displaying it in a single user interface.  The core Customer Care business scenarios highlighted by this accelerator include the following:

  • Integrated desktop:  Customers can aggregate information from diverse business applications into an integrated desktop providing employees with a 360° view of the customer interactions.  Customer service representatives have immediate access to business critical information to serve customers quickly and efficiently, increasing customer satisfaction and loyalty.
  • Duplicate Data Entry.   Organizations can streamline business processes by creating desktop automation workflows.   Process automation eliminates the need for agents to re-enter the same data in multiple applications. Minimizing duplication helps to reduce human error and ensures a consistent customer service experience. 
  • Computer Telephony Integration (CTI):  Organizations are provided with a consistent framework to connect CTI systems with key lines of business. 
  • Activity Reporting:   Contact center managers have swift access to agent desktop transaction reporting, helping them to identify process bottlenecks. This capability is currently addressed by ICC Accelerator AIF component.

Similar to the other Microsoft Dynamics CRM 4.0 accelerators, CCA is available as permissive shared source and is a reference example that can be adapted to fit the needs of a customer as well as additional business scenarios.

The Customer Care Accelerator for Microsoft Dynamics CRM 4.0 is available today as a free download to licensed Microsoft Dynamics CRM customers.  It is available with other Microsoft Dynamics CRM Accelerators here:

Attend the Academy Live Sessions for the Customer Care Accelerator for Dynamics CRM or view the recordings at your convenience. 

  • DYN44PAL (May 6, 2010; 10am PST):  Introduction to the Customer Care Accelerator, Level 100
  • DYN45PAL (May 11, 2010; 8am PST):  See the Customer Care Accelerator in Action, Level 200/300
  • DYN46PAL (May 20, 2010; 8am PST):  Learn how to use the SDK to build other customer care or use case scenarios using the SDK (UII - -formerly referred to as the Customer Care Framework).   This SDK was used to develop the Customer Care Accelerator, Level 300/400


Karen Smith

Comments (7)

  1. John says:

    Where do we get the recordings or register?

  2. CRMNW says:

    CCA offers tremendous value by providing a unified desktop solution at no additional cost to Dynamics CRM customers. Existing customers should strongly consider evaluating CCA to enhance their agent’s desktop capabilities and reduce the number of screens.

  3. Evan says:

    When will the DYN45PAL course be available for viewing?

  4. Ramon Neal says:

    Where any of the previous sessions recorded?

    We wanted to see the Customer Care Accel in Action. let me know where I could go find this recording.

    Thank you


  5. JdZ says:

    I found them at

    I needed to log in with my liveid that is linked to my partner membership.

    I then typed in the course codes (such as DYN44PAL) into the catalog search box and found them. If you don't get the result then make sure you are searching the whole site, not just a subsection of the catalog.

  6. Jdz says:

    Also note when searching the DYN46PAL is actually catalogued under DYN47PAL.

  7. ram says:

    Also note when searching the DYN46PAL is actually catalogued under DYN47PAL.

    got it thanks

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