Manage service cases in Dynamics 365 Microsoft Dynamics 365 English Basque

Manage service cases in Dynamics 365YouTube↗ IA↗(long shot)
Science & Technology 9.2K views 12 likes 0 dislikes 16 Nov 2016

Microsoft Dynamics 365 95.1K subscribers United States YouTube↗

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To navigate to the Service work area where you'll find a grid view that lists

Kasuak zerrendatzen dituen sareta-ikuspegidun Zerbitzuaren laneko areara joateko,

cases, click the Main menu, and then click the Service tile, and then Cases. The

sakatu, Menu nagusia > Zerbitzua lauza eta, ostean, sakatu Kasuak.

first thing you'll see is a list of active cases. When you look at a case

Lehenik eta behin, kasu aktiboen zerrenda ikusiko duzu. Kasu-erregistro bat begiratzen duzunean,

record you'll see the case priority, where it originated, whether the customer

kasuaren lehentasuna ikusiko duzu, baita non sortu den, bezeroak azken kasu gehiago dituen,

has other recent cases, how much service the customer is entitled to, and how much

bezeroak zer-nolako zerbitzutarako eskubidea duen

time you have to resolve it.

eta irtenbidea aurkitzeko duzun denbora ere.

Cases can originate from phone calls, emails, inquiries on your website, or even

Kasuak telefono-deietatik, mezu elektronikoetatik, zure webgunean egindako galderetatik

from posts on Facebook or Twitter.

edo Facebook nahiz Twitter-eko argitalpenetatik sor daitezke.

Click New Case, and then see if you can find the customer's name in the system.

Sakatu "Kasu berria" eta begiratu bezeroaren izena sisteman dagoen.

If they're not in the system,

Ez badago sisteman, sakatu Berria eta sortu erregistro bat.

click New to create a new record. When the customer explains an issue you can

Bezeroak arazo baten berri ematen duenean,

double check to make sure there isn't already an open case for them. If there

biziki gomendatzen dizugu arazo horretarako kasurik irekita dagoen begiratzea.

isn't one, enter the case title,

Kasuren bat badago, idatzi kasuaren izena eta erabili Jarduerak eremua

then use the Activities area to add any phone call details,

kasuarekin erlazionatutako telefono-deiaren xehetasunak, zereginak eta oharrak gehitzeko.

tasks, or notes related to the case. That way the communication history with a

Horrela, bezeroarekiko komunikazioaren historia leku barrean gordeko da

customer is stored in one place where everyone can find it.

eta edonork ikusi ahalko du.

To help with the case you can search for similar cases and use the information to

Kasua ebazteko, antzeko kasuak bila ditzakezu eta horien informazioa erabil dezakezu lagungarri gisa.

help you resolve the case you're working on. Let's say you need to reassign or

Demagun, aldiz, kasu bat beste norbaiti esleitu behar diozula edo eskalatu behar duzula.

escalate the case instead. Just click the menu and assign the case to another

Besterik gabe, sakatu menua

eta esleitu kasua beste agente bati,

Or you can put it back into the queue and have someone else pick it up. When you've handled the customer's issue, click Resolve Case and fill in the required information.

edo jarri kasua ilaran berriro, beste norbaitek har dezan. Bezeroaren arazoa konpondu duzunean, sakatu "Ebatzi kasua" eta bete beharrezko datuak.

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