Using CRM Dymanics 2011 as Service Desk?

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Hi

I've installed MS CRM 2011 as part of MAPS.

Been having a poke around, and it definately is very very comprehensive - maybe much more then what we need, and quite confusing.

To start off with we want to use it as a service desk tool:

- Log cases for client jobs or internal jobs
- Assign/Email/Track Case numbers
- Store customer and supplier contact details
- Store technical documentation
- Store website logon details etc

So I have filled in all the Accounts (customers), and Contacts.

I can create cases but it doesnt seem to track changes, like assignment changes etc?

Am I supposed to store Supplier Accont details along with Customer Accounts? Same with Contacts?

What is the best way to store technical documentation, like a Knowledgebase?
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Chinmay PatelChief Technology Ninja
Distinguished Expert 2018

Commented:
I can create cases but it doesnt seem to track changes, like assignment changes etc?
 - need some explanation here

Am I supposed to store Supplier Accont details along with Customer Accounts? Same with Contacts?
 - Depends on your requirements. if you need, you can create custom entities in CRM and track Suppliers with them

Yes. CRM has a built in KB sysem, I'd recommend using that. Are you facing any chanllenges in that area?

Author

Commented:
Thanks for replying.

So if I create a new case, fill in all the details.

I now want to assign this case to an engineer - so I click the Assign button, and choose someone else. I can then do things like add a note, etc. If I open Audit History it is all blank - cases could in theory bounce between multiple people, and I want it tracking everything. We also want it to email the engineer when a case has been assigned to them and when there are updates by someone else.

We are trying to replace our Public Folder "system" with CRM. So in PF, we had a folder call Suppliers, and a subfolder for all suppliers, which contained relevant data (account numbers, website logins, etc). We had the same for Customers.

So now in CRM we have populated the Accounts and Contacts for Customers - in my mind it makes sense to have 2 sets of these, one for each side. But it seems we have to mix suppliers in with customers?

The built in KB system is ok (Articles?), but not sure on how to structure it (with Subjects I think). It should contain technical documentation (how to's, notes, guides etc).

Also would be nice to be able to change the default numbering system for cases and articles.
Chinmay PatelChief Technology Ninja
Distinguished Expert 2018

Commented:
You have to start audting from system settings area before it kicks in.

Your Account entity can have a flag[bit field or a dropdown] to distinguish between suppliers and normal customers

The built in KB system is ok (Articles?), but not sure on how to structure it (with Subjects I think). It should contain technical documentation (how to's, notes, guides etc).
 - Yes

You can change those settings from System Settings.
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Author

Commented:
Aha - got the auditing working. Thank you.

A field to input Supplier or Customer would be perfect - Where/how do I add this in?
Chief Technology Ninja
Distinguished Expert 2018
Commented:
Settings - Solution -> Customize this system.

Author

Commented:
Ok I've had a play around.

I've decided to add a field which should be a drop down box to choose from Supplier or Customer.

However I am having trouble creating this additional field.

Do I need to do field type lookup?

If so it looks like I need to create a new record and link it...then Im lost.
Chinmay PatelChief Technology Ninja
Distinguished Expert 2018

Commented:
No. Create an Optionset[Global or local].

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