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

In case you missed it, you can hear part 1 here.

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