Common customer service Key Performance indicators

Some of the more common customer service Key Performance indicators are:

• First Contact Resolution (FCR): Tracks how often an organization is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call.
• Net Promoter Score (NPS): A management tool that can be used to gauge the loyalty of a firm's customer relationships.
• Customer Satisfaction (CSAT) and Customer Effort Scores: Describes many different types of customer service survey questions. The goal of any CSAT score is to measure a customer's satisfaction level with your company's product,
• Cost per Contact: A call center metric calculated by dividing the total operational costs by the total number of calls for a given period. (average, broken out by channels)
• Wait Time and backlog metrics: Indicates the average time that customers are spending on hold waiting for an agent to take their call. Additionally, Tracking backlog is as simple as tracking the number of open cases or tickets at any given point of time
• Average Handle Time: Indicates the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.

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Routing Rules in Dynamics CRM

SLA vs KPI

Service Level Agreement (SLA) is an agreement between two parties regarding a particular service. Apparently SLA must contain quantitative measurements that:

1. Represent a desired and mutually agreed state of a service
2. Provide additional boundaries of a service scope (in addition to the agreement itself)
3. Describe agreed and guaranteed minimal service performance

Key Performance Indicators (KPIs) are metrics that target service providers organization objectives – both tactical and strategic. Usually these metrics are used to measure:

1. Efficiency and effectiveness of a service
2. Service operation status.

If you have many customers for a service then SLAs may vary from customer to customer; however KPIs usually are common for a service.

• SLA examples (for a particular customer): reaction time, resolution time, compliance to agreed deadlines
• KPI examples (organization or service oriented): average reaction time for all customers, service desk employee load, incoming ticket volume trend, required capacity to fulfil SLA promises to customers

Major Challenge in Data Migration

1. The Structure of the system you are migrating from be different than dynamics CRM.
2. Users of the old system may played games with the user of fields -Generally due to limitions in the system
3. Fields that must be separated may lead to "Column Drift"
4. Lack of unique identifiers can cause imports to fail

Data Migration Tools

Select a Tool to Use


When planning your data migration, you should select how the data will be transferred. In order to move data, there must be some way of connecting the two systems. Writing directly to the Microsoft Dynamics CRM database is not supported and highly discouraged.  Using one of the Microsoft Dynamics CRM data migration tools below will help ensure you are using a recommended process:

1. Import Wizard
2. Dynamics to CRM adapter
3. Scribe
4. SSIS

Import Wizard

The Import Wizard is the simplest way to get data into CRM, and it recommended for moving small batches of records (5,000 at a time). Data from the source needs to be put into a flat file (.xml, .csv, or .xls format). The import wizard then allows the user to select the columns of the flat file and map it to the specific entity and fields within CRM. It can be used to update existing or create new records. An option is available for Microsoft Dynamics CRM 2011 UR 13 and before to utilize duplicate detection while importing.

For more information on importing, see the data management chapter.

Dynamics to CRM Adapter

This is meant for connecting other Dynamics products with your Microsoft Dynamics CRM instance. The dynamics suite includes such products as:

Microsoft Dynamics AX (formerly Axapta)
https://mbs.microsoft.com/customersource/northamerica/AX/downloads/service-packs/mdax_dynamicsconnector

Microsoft Dynamics GP (formerly Great Plains)
https://mbs.microsoft.com/customersource/northamerica/GP/downloads/service-packs/mdgp_dynamicsconnector

Microsoft Dynamics NAV (formerly Navision)
https://mbs.microsoft.com/customersource/northamerica/NAV/downloads/service-packs/mdnav_dynamicsconnector

Microsoft Dynamics SL (formerly Solomon)
https://mbs.microsoft.com/customersource/northamerica/SL/downloads/service-packs/mdsl_dynamicsconnector

These products are available free of charge from Microsoft.  Each product has a standard template for integration points.  The image below lists the standard integration points that come out of the box for each ERP to CRM integration.  Additional integration points can be added and Connector does support custom entities in CRM.

CRM data migration tools - connector

Scribe
For more complex migrations and integrations that include scheduled jobs and data transformation Scribe should be considered. Scribe is a Microsoft supported tool that is a SAS tool with many different packages for different levels of service. This tool is great when trying to integrate with other databases that might not have an adapter built. The file format that is preferred if flat is .csv. Knowledge for Scribe would include knowledge of the tool and SQL scripting. The benefit of this tool is that it is easier to use because of a user friendly UI.

SSIS
When there is a tremendous amount of data to be moved, millions of records, an SSIS package might be necessary. This realm of an SSIS package would require a developer who has both C# and SQL knowledge. SSIS is able to do the same functionality as Scribe but it is a package being coded instead of the use of a UI. SSIS packages are more robust and transfers large amounts of data faster but could take more time to develop then building a Scribe job.

Choosing the right tool for your organization depends on your unique needs.  If you are just importing Accounts and Contacts or Leads, the Import Wizard is clearly the right choice.  However if you have more data to move, or numerous records linked together, then you may need to use Scribe.  If you have multiple integrations to complete, you might consider developing an expertise in Scribe or SSIS.  Also, look at your internal skillsets.  Most organizations use Scribe because it has less of a learning curve. If you already have a technical person who can do SSIS, then that is the way to go.

Business Unit ,Security Role,Privilege and Access Level

Business Unit :
A scoping mechanism that defines a grouping of users for security modeling purposes.
Business units are hierarchical in nature.
Business Units are framework upon which a security model is built.

Security Role :

A collection of privileges that reflect common roles of your organization or business units.

Privilege (Access Rights)
The definition of specific type of data access or action that can be granted as a right;
Privileges are granted through a security role and are cumulative
The following privileges that can be assigned :

1. Create 2.Read 3. Write 4.Delete 5.Append 6.Append To 7. Access 8.Share

Access Level :
The Access Level defines exactly to which records the privileges apply.

 1. None 2. User 3.Business Unit 4.Parent : Childs Business Unit 5 Organizations

Fetch Xml has Limitation

Fetch Xml has Limitation

1. Right Outer and full outer join not supported
2. Exists /in with Sub Query
3. No Union Selects
4. FetchXml reports cannot use Non- CRM online data sources
5. Max Records -50 k
6. Very different from SQL