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