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Native Microsoft Outlook experience- Manage your sales, service, and marketing relationships within a single business application. Automatically synchronize Outlook E-mail, Calendar, Tasks, and Contacts with your Microsoft CRM database.
Case management- Create, assign, and manage customer service requests from initial contact through resolution, as well as manage communications and other activities.
Service requests- Automatically associate incoming support inquiries with the appropriate case.
Queuing- Send cases to a waiting area—the queue—where they can easily be accessed by individuals and teams.
Routing and workflow- Route service requests automatically to the appropriate representative for resolution, escalation, or reassignment.
Searchable knowledge base- Resolve common support issues quickly by using a searchable knowledge base. Built-in review processes help ensure that published information is complete, correct, and properly tagged.
Contract management- Create and maintain service contracts within Microsoft CRM to help ensure accurate billing for support incidents. Each time a support case is resolved, the relevant contract information is updated automatically.
E-mail management (includes auto-response e-mail)-Maintain accurate customer-related communication records with automated tracking and response for customer e-mail messages.
Product catalog- A full-featured product catalog includes support for complex pricing levels, units of measure, discounts, and pricing options.
Reports- Identify common support issues, evaluate customer needs, track service processes, and measure service performance.
**Service appointment activities *- Schedule detailed service activity appointments for your service professionals that automatically synchronize to your Microsoft Outlook calendar.
Services, facilities, and equipment- Model your entire service delivery offerings and resource groupings into Microsoft CRM to provide consistent service practices throughout your organization.
Service scheduling engine- Find qualified and customer-preferred service professionals and schedule service appointments to deliver value-added services for customers.
Global service calendar- Manage service appointments and resource allocation across your service sites and locations with a single calendar view of service professionals, tools, resources, and facilities.
"Customer Service" is part of the Dynamics CRM (formerly Microsoft CRM) line of products, developed by Microsoft.