Contoso Ltd. wants to utilize Dynamics CRM 2016 to increase the productivity and efficiency of their customer service managers, and let them have the tracking of service management and case-related activities going on in their system.
Dynamics CRM 2016 provides the Customer Service Manager Dashboard to assist for this purpose. The following steps will guide you through this feature:
- Navigate to Service | Dashboards, and select the Customer Service Manager Dashboard:
List of Customer Service Dashboards:
- The following Customer Service Manager Dashboard will be presented to the customer service manager:
Some of the usual charts and their explanations in the Customer Service Manager Dashboard are listed as follows:
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- The Active Cases by Agent chart shows a list of the active cases per customer service agent. This assists the customer service manager in assigning cases effectively and uniformly:
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- The Entitlements Expiration gives a chart of Entitlements by the customer:
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- The Case Mix (By Priority) chart gives a view of the number of cases by priority. This assists the customer service manager in assigning the right cases to the customer service agents or representatives:
