Microsoft Dynamics CRM 2016 features an enhancement that will take your customer service to the next level! Users can now quickly create and route cases. The new Save & Route button combines the multiple steps required in earlier versions of CRM. In today’s blog, we will show you how awesome the new Save & Route button in CRM 2016 really is. So let’s dive in!
Let’s take a look at what your customer services reps have to do to get a case off the ground in CRM 2015:
When a case is created, first you must save the case by either using the Save & Close or the Save button.
Then, if you wanted to route the case based on the routing rules already defined in the system, you click the Apply Routing Rules button on the record that was just saved.
Now – To the rescue in CRM 2016!
The nifty new Save & Route button lets your customer service reps quickly create a case and then immediately save and route that case based on the active routing rule set within the system.
Why is this new Save & Route button so handy?
Let’s say that your organization’s procedures require that all technical cases be routed to the technical team’s queue. To accomplish this, a routing rule is created by navigating to Settings à Service Management à Routing Rule Sets:
This routing rule has a specific rule item associated with it that specifies where to route the case based on the type of case. In this simple scenario, if the Case Type = Technical Case, then the case should be routed to the technical team’s queue:
Now you can create a case and specify the Case Type as Technical Case. Then, when you’re ready to create the case, the Save & Route button can be used to automatically route the case to the technical team in one click!
Then the case has automatically been routed to the technical team’s queue. How slick is that?
That’s all for today, readers! Want to learn more about CRM 2016? Check out the top new features in Microsoft Dynamics CRM 2016 Online. Remember, PowerObjects is your go-to resource for everything CRM 2016. Make sure you check back with the blog weekly and stay up to date with our webinars and educational events.