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Nov 14, 2017

In this episode (sponsored by Kingswaysoft) Shawn is joined by Sarah Jelinek from Arctic Information Technology.

Sarah is @dyn365diva, she leads the Customer Service SIG for CRMUG, and she is a frequent speaker on all things related to customer service in Dynamics 365.

Topics discussed in this episode:

  • The importance of customer service
  • Customer service best practices
  • Lessons learned about knowledge management
  • Sales literature
  • Where did "Dynamics 365 Diva" come from?
  • Questions for the Diva
  • How do queues improve response time?
  • Subject tree recommendations
  • KB article authoring and approval best practices
  • Why Sarah is active in the Dynamics community

This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts.