Question 1:

(a) Microsoft Dynamics CRM system can be used to meet the needs of Customer Support and Product Support department. Explain the main modules in the Service section of the CRM.

(b) Explain the Microsoft Dynamics CRM case resolution process.

(c) List down the features available in the Appointment-based Service Scheduling of the CRM

Question 2:

(a) Customer Relationship Management is a strategy used by many organisations nowadays. Discuss the main goals for adopting this strategy by organizations.

(b) To achieve CRM strategy goals, Information Technologies are used to better analyze information about customers and prospects.

Illustrate the critical information that can be derived from a CRM system.