Very Impressive for CRM 2011 Dialog Process Step-by-Step Guide

Very Impressive for CRM 2011 Dialog Process Step-by-Step Guide

GT // CRM

 

Here’s an introduction on using Dialogs to provide a consistent Data Capture process within a call centre environment.

Let’s model a scenario where the call centre representatives are tasked with recording each inbound call as a Phone Call record in CRM.  The phone call needs to be attached to a new Contact record and depending upon the nature of the call either a Case or Opportunity is to be created for later resolution by a specialist Sales or Customer Service Representative.

The diagram below illustrates both the end user process and the steps automated by the dialog:

image

 

Now this process could be modelled in CRM without the use of Dialogs with the user simply navigating through CRM, creating and updating records as required.  Dialogs however offer us a scripted alternative that significantly reduce the keystrokes and ensures consistent adherence to the business process.

Let’s create the Dialog…

 

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