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Mar 3, 2018

In this episode (sponsored by CRMUG/D365UG), Shawn and Sarah (yes, the Diva herself) discuss more things you need to know when implementing Customer Service, including…


  • Record Types and their Functions
  • The importance of the Contact
  • Know Your Customer
  • Knowledge Management
  • Relationship Insights and Service
  • Case Creation Rules
  • Action Cards
  • SLAs
  • Great example of customer service – Delta Airlines
  • Email Templates
  • …and more