Microsoft Dynamics CRM - The Danish blog : customer

50.000 Concurrent Users on Microsoft Dynamics CRM - New Great Enterprise Benchmark!

martinhj@microsoft.com — Thu, 04 Jun 2009 23:59:00 GMT

We are excited to share with you the results of a new performance and scalability benchmark for Microsoft Dynamics CRM. In working with our partner, Intel, engineers from our two teams were able to greatly expand our enterprise benchmark – more than doubling previous benchmarks and achieve scale of 50,000 concurrent users. In addition, the architecture employed during this test cost less than $35K – or less than $0.70 per user, and incorporated new energy-efficient processors that generate up to 30% less power within an IT or datacenter environment.

By comparison, an October 2008 performance test for Oracle Siebel Release 8.0 scaled to 14,000 users and 1.6 million daily transactions leveraging Sun hardware that cost more than $150,000. Compared to this benchmark, the Microsoft Dynamics CRM scalability test drove 3.5 times more users and almost 2 times more transactions – while reducing hardware costs nearly 80 percent.

New standards
This benchmark sets new CRM industry standards in Number of Users and the Cost-Per-User for large-scale deployments. The results also reinforce Microsoft Dynamics CRM as a smart, cost-effective solution for the largest enterprises.

You can read the full press release on the blog here or at Microsoft PressPass here.

Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

First issue: Dynamics Sure Step Journal

martinhj@microsoft.com — Thu, 28 May 2009 18:07:00 GMT

This newsletter is in Danish as it is targeting the Danish Partner Channel.

Så er den her! Den første udgave af Dynamics Sure Step Journal! God fornøjelse :-)

Dynamics SureStep er Microsofts tilbud til vores Dynamics-partnere om et fælles metodeværktøj. Et partner-værktøj til at gøre det nemt, hurtigt og effektivt at sælge, implementere og supportere vores Microsoft Dynamics-produkter.

Metoden understøtter processen fra salg over analyse og design og hjælper også med den efterfølgende support-forretning. Vi har samlet alt vores materiale på vores globale Dynamics Sure Step portal. Her kan du downloade selve metoden (browserbaseret applikation), referencehistorier fra kunder og partnere, marketingmaterialer og diverse hjælpeværktøjer.

Vi har oprettet et dedikeret Sure Step site på den danske del af PartnerSource. Det finder du her.

Skal du bruge et hurtigt overblik over, hvad Dynamics Sure Step er så klik ind og se vores webbaserede introduktion. På 45 min. gives et indblik i metoden, hvordan den kan anvendes og hvilke fordele, der kan opnås. Bemærk, at det kræver adgang til Partner Learning Center (PLC).

Skal du i gang med Dynamics Sure Step? Eller ønsker du en ”temperatur-måling” på implementeringen af metoden? Så se mere omkring Sure Step Adoption, der giver en let tilgængelig grafisk implementeringsguide, samt et on-line analyseværktøj som du kan bruge i din udvikling.

Såvel vore træningspartnere som Microsoft tilbyder løbende træning og kurser i Dynamics Sure Step. Følg med på PLC og PartnerSource og sørg for at være tilmeldt vores nyhedsmail via Insights. Du kan frit hente kursusmateriale (engelsk) fra vores globale Dynamics Sure Step portal. Der findes produktspecifikt materiale til Dynamics AX, NAV og CRM.

Har du behov for marketingsmateriale så findes hhv. kunderettet factsheet og en kundeportal (begge på engelsk). Relevant dansk materiale i form af præsentationer, fact sheets m.v. vil blive placeret på det danske Sure Step site.

Bemærk! Vi forudsætter, at du har en Partner Service Plan for at kunne få adgang til at bruge og anvende Dynamics Sure Step.

Med venlig hilsen
Thomas Halse, Dynamics SureStep Lead

Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

Success with Microsoft Dynamics implementations - new valuable web site

martinhj@microsoft.com — Tue, 12 May 2009 08:52:00 GMT

With our new web site you can experience more success with Microsoft Dynamics by becoming more knowledgeable about better implementations.

A new web site and content is now available to help prospect customers learn more about how to be more successful with their Microsoft Dynamics investment by working with an experienced Microsoft partner that follows a proven methodology like Sure Step. This site is an integral part of the Sure Step strategy - to get prospect customers to ask partners the right questions about implementation processes and drive additional partner adoption of Sure Step.

Are you a partner?
For partners, this site helps communicate and justify to your customers the need for providing value-added services like training programs, fit gap analysis, etc. Also available is a to-customer fact sheet for Sure Step (through-partner co-branded) to help partners further position Sure Step to your prospect customers.

Are you a prospect customer?
For prospect customers, this site provides valuable information in the form of scenarios, case studies, sample implementation project documents and a reference guide. Before a customer buys a Microsoft Dynamics solution, the site provides information on what they can do to get more out of the investment. Customers are encouraged to work with an experienced Microsoft partner that follows a proven implementation methodology like sure step to address five success areas in an implementation project, including:

Securing Executive Commitment
Arriving at a Smart Budget
Undergoing Change Management
Ensuring Strong Project Management
Making Solution Modifications Manageable

Where to go?
Go here for more information and success
Go to Sure Step on PartnerSource

Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

Microsoft Dynamics CRM in the Lead - according to Gartner

martinhj@microsoft.com — Mon, 04 May 2009 10:00:00 GMT

Microsoft Dynamics CRM accelerates for Sales, Marketing and Service Management processes, we all know that. Now, with CCF – Customer Care Framework, Gartner acknowledges this by placing Microsoft Dynamics CRM in the "Leader" quadrant on the April 2009 released Gartner Magic Quadrant for Customer Service Contact Centers.

Gartner says this:

The addition of the Microsoft CCF is a boost to Microsoft Dynamics CRM's capabilities.
The user interface is intuitive and appeals to broad audiences familiar with the look-and-feel of Microsoft's applications.
Microsoft is investing in knowledge solutions, Web self-service, business process capabilities and industry versions, adding to its basic customer service functionality.
The concept of xRM, where the customer is given the tools to create its own brand of CRM solution, is useful to reach a broad audience

Valuable resources
Information on Microsoft.com
The Gartner report
CCF Deployment Guide
CCF Development Guide
Download CCF 2009 including SP1 go to 'Servers' and then 'CCF2009'.

Learn more from your Partner-newsletter in Insights and on PartnerSource.

Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

The Power of Choice (4/3) - Lad dine potentielle kunder opleve Microsoft Dynamics CRM - nemt og gratis

martinhj@microsoft.com — Fri, 01 May 2009 10:00:00 GMT

This is the fourth article in the three ( :-) ) part blog post series on The Power of Choice – for partners and customers in Denmark we have released a Click-Try-Buy site, where customers for 30 days can try and get to love Microsoft Dynamics CRM for free! The article is in Danish since it only targets the Danish market.

Microsoft Danmark har frigivet et nyt dansk site for hosted CRM, hvor interesserede nu kan prøve løsningen på dansk GRATIS i 30 dage - se mere på www.microsoft.dk/clicktrybuy.

Interesserede kan bl.a. også læse om CRM og se fire korte film, der stiller skarpt på, hvad CRM kan gøre for dem i lige præcis deres situation - med en rolle i marketing, salg, service eller ledelse.

Hvad kan du bruge dette til som partner?
Du kan med dette site lade dine kunder og emner få succesoplevelser med Microsoft Dynamics CRM ved at prøve det i 30 dage.

Vil de herefter blive ved med at høste udbyttet, kan de direkte på sitet købe CRM fra jer som partner hosted løsning eller traditionelt installeret løsning.

Hvad kan du bruge dette til, hvis du er kunde?
Du kan med dette site få afprøvet mulighederne med Microsoft Dynamics CRM i en periode på 30 dage, hvor du også har gratis adgang til hjælp og vejledning i at optimere din brug af løsningen. Vil du herefter blive ved med at høste udbyttet, kan du direkte på sitet købe fremtidig adgang til løsningen hos en CRM hosting partner. Alternativt kan du naturligvis også implementere CRM som en traditionel løsning, serviceret af IT-afdelingen.

Er du allerede CRM-kunde, kan du med dette site lade en kollega få succesoplevelser med Microsoft Dynamics CRM ved at prøve det eller du kan ’invitere en ven’, som også skal prøve alle fordelene ved Microsoft Dynamics CRM. Blot send linket sammen med en invitation om at opleve styrkerne og effekterne ved CRM!

Se mere om styrkerne og effekterne ved Microsoft Dynamics CRM her.

Hvordan gør du som partner?
Ønsker du at tilmelde dig denne kampagne, så kontakt Martin Houlberg Jensen på martinhj@microsoft.com og hør nærmere om betingelserne.

Hvad siger markedet lige nu?
Ifølge en række analytikere vil der inden for de næste år kunne ses en stigning i danske virksomheders investeringer i CRM løsninger. Vi kan allerede se denne tendens og den er blevet yderligere forstærket af den økonomiske situation, der motiverer virksomheder og organisationer til at stille skarpt på procesoptimering, øget kundeservice og -loyalitet samt omkostningsreduktion samtidig med forretningsudvikling. Dette er essenserne af CRM!

Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

News and Actions on Sure Step - for Success in CRM Implementations

martinhj@microsoft.com — Tue, 28 Apr 2009 11:15:00 GMT

Dear partner,

Sure Step is important to secure rapid, solid and effective implementation of the customers CRM application and business changes around CRM processes. This blog post presents you with some important resources for you to secure your business and projects. Use and benefit, power-up and succeed!

Assess your knowledge of Sure Step
Use this free, fast, online assessment to verify how well you know Sure Step. Upon completion of the assessment you will receive a learning plan to help guide you in your efforts to continually enhance your Sure Step implementation skills. Mastering Sure Step enables our partners to minimize risk, improve customer satisfaction, and increase efficiency!

Learn more on PartnerSource here.

Get your success story out
Submit your reference nomination - a customer that is willing to speak with partners and prospect customers and tell how Sure Step and the partner - you - gave them value during the implementation project and secured the basis for a solid and long term CRM solution.

Contact Sure Step Lead for Denmark and Iceland, Thomas Ødum Halse with your great story on how Sure Step helped improve your implementation projects and secured the customer satisfaction on a higher level.

New Sure Step Partner Case Study Now Available
Learn how a Microsoft Gold Certified Partner experienced fast growth in its Microsoft Dynamics CRM practice, found ways to secure all pending business and use resources more effectively, control costs, and increase customer satisfaction. With sound methodology, best practices, guidance, and documentation, the Microsoft Dynamics Sure Step Methodology proved to be a comprehensive business-enabling resource. Since this partner adopted the methodology, it has used Sure Step to scope every implementation project and close a significant volume of new business. Clearly set expectations and careful planning boost customer confidence and help customers realize solution benefits rapidly. And, with Sure Step tools and materials, the partner minimizes the cost and risk of complex projects, streamlines technical training, and gains valuable efficiencies in its resource utilization.

Read the full case study here and consider how you can benefit in similar ways.

For more information, read the announcement on the Sure Step Spring 2009 Release here.

Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

Announcement: The Agent Communications Panel for CRM - CRM + OCS + ACP = WOW!

martinhj@microsoft.com — Thu, 23 Apr 2009 09:00:00 GMT

Now you will learn why I in March blogged about UC and OCS. The reason is - besides that UC is great and enables business development and improvement within communication processes - that we have made and now released the glue that binds CRM and OCS together to empower yet another big step for all companies.

The glue is called Agent Communications Panel - ACP. It offers a lot of improvement possibilities including:

make the employees CRM desktop aware of customer in focus and the history, ongoing orders, projects etc. – directly and automatic access all CRM knowledge
by looking up the customer in CRM on incoming phone call the employee will have displayed customer data and saves valuable time plus is fueled with extra valuable knowledge
more effective internal communication on customers, customer cases, projects, pipeline, ongoing tasks and other relation processes
exchange 'customer' above with the contact points in your line of business and repeat all, for instance vendors, patients etc. - xRM!

Example of how ACP looks for the customer care worker.

What is the Agent Communications Panel (ACP)?
ACP is an application add-in to Microsoft Dynamics CRM 4.0 by the Office Communication Services (OCS) team. It combines Microsoft Dynamics CRM and Microsoft Office Communications Server 2007 R2.

What does it do?
It enables contact center and call center agents to manage their communications (make calls, receive calls, conference, and chat) from within their Microsoft Dynamics CRM system.

Technical info
The Agent Communications Panel is an XAML browser application (XBAP). It is published to a Web server and opened from a Web browser.
ACP is released in English and there are no plans to release the ACP in any other languages.
The OCS team has released the technical documentation on the download site.

Get & use
The ACP is a free download and is supported by the OCS team.
To get it and learn more go to the Microsoft download center here.
To read more about UC go here.
To read more about OCS read my blog posts from March 2009.
To read more about CRM go here.

Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

Announcement: Sure Step Spring 2009 Release Now Available!

martinhj@microsoft.com — Fri, 03 Apr 2009 10:11:00 GMT

The Sure Step Team is happy to announce that the Sure Step Spring 2009 Release is available to partners today. In this release there are several new features to help partners deliver Microsoft Dynamics solutions on time, on budget and on spec. In the current economy, customers are looking for more efficient implementations to realize faster ROI with their Microsoft Dynamics solutions. And, this newest release of Sure Step will help partners deliver!

What‘s new in the spring 2009 release of Sure Step?
With the spring 2009 release of Sure Step, consultants for both presales and implementations will find valuable new questionnaires, requirements gathering documents, fit gap analysis guidance, product-focused testing scripts, and a variety of new templates across all implementation phases. The updates, which are most valuable to partners serving customers in the mid-market, include:

The “Standard” project type, which has been simplified, makes it easier for partners to use Sure Step for the implementation of Microsoft Dynamics solutions for mid-market customers.
A view of “key deliverables” for each project enables partners serving the mid-market the ability to more quickly and easily adapt Sure Step to their existing Microsoft Dynamics practice.
A new search tool makes it easier for partners to quickly find the right guidance for any implementation situation.
Role-tailored and product-specific guidance developed by partners provides even more best practices that can be applied to projects.
Improved product upgrade guidance helps set the stage for successful technical upgrades to current and future Microsoft Dynamics releases.
Additional Product-specific best practices, templates and tools included to make Sure Step compliant with all latest product releases including CRM Online

Go to PartnerSource for more information

Update now
Update to the spring 2009 release of Sure Step from within your client, or download/update at PartnerSource > Partner Essentials > Sure Step.
English content is available currently; additional languages will be released in a rolling schedule over the next two months. Please look to newsletters (Insights) or ‘Check for Updates’ in the Sure Step client for latest language releases.

Go to PartnerSource for Update

Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

Microsoft Office Communications Server - addendum, download links

martinhj@microsoft.com — Wed, 11 Mar 2009 13:34:00 GMT

Thanks for all the input. This addendum post gathers download resources.

Trial Downloads
Microsoft Office Communicator 2007 R2
Microsoft Office Communications Server 2007 R2

Microsoft Office Communications Server 2007 R2
Attendant
Group Chat: Server Client Administration Tool
Group Policy Documentation
SDK
UCMA 2.0 Speech Language Packs

Microsoft Office Communicator Mobile 2007 R2
Pocket PC
Smartphone

Microsoft Unified Communications Managed API 2.0 SDK
(32 bit) (64-bit)

Other
Microsoft Office Live Meeting 2007 client
Office Communicator Phone Edition (2007 R2)
Conferencing Add-in for Microsoft Office Outlook

Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

The new Microsoft Office Communications Server 2007 R2 - imagine this together with CRM

martinhj@microsoft.com — Thu, 05 Mar 2009 20:11:00 GMT

Here is a brilliant opportunity to get more out of CRM and at the same time to cut cost on travel, shorten the customer service cycle and bringing colleagues closer together, not meaning geographically but purely process-wise.

OCS empowers collaboration with customized presence states, Group Chat, Live Meeting, sharing desktop and more, even with the customer, is just at your fingertips and all of this goes very nicely hand in hand with the CRM system.

Are you already working with presence states and saving valuable time in calling or chatting with the right person available immediately instead of trying to reach busy colleagues and chasing somebody, who can help? Save a lot of time by knowing on beforehand if he or she is available, and if not, get notified when they become available.

More great possibilities include:

Audio conference call with customers and colleagues - online, with the click of ONE button, just invite to an appointment in Outlook
Build it into live business applications and business processes - Microsoft Dynamics CRM for one :-)
Move conversations between applications and devices - only focusing on the task at hand
Instant messaging with more than just plain text (namely rich text) and with more than one person, even go to Group Chat

A lot of really nice and business wise features are at the center of the new OCS and I urge you to take a closer look at the material and product. Just think of the added business value and possible developments of the business.

Now, look out for an upcoming blog post on CRM closer together with OCS.

Powerful stuff!

Useful links

Product Overview

Understanding unified communications for the call center

Getting Started

Downloads

Deployment Guide

Attendant Deployment Guide

Supported Migration Paths and Coexistence Scenarios

Capacity Planning

Thank you to Dietmar Dossow for some very useful TechNet-resources.

Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

The Power of Choice - be a good host to your employees and customers (3/3) - How?

martinhj@microsoft.com — Thu, 26 Feb 2009 16:25:00 GMT

Welcome to the third and final part of the blog post series on The Power of Choice. In this post I’ll focus on how you and your customers get the train rolling. So, not much talk, just right down to the stuff you’ll benefit from on both levels of The Power of Choice - the company’s IT Environment and the users Access.

The Power of Choice - level 1: Environment
Different environments can co-exist and be adjusted to the needs of each company. Whether you or your customer wants full or partly hosting for the CRM (or any other IT) solution, the real Power of Choice is to be able to combine it with on-premise or prefer one over the other according to the IT and business strategies.

Microsoft is renewing the focus on the right platform, with Windows Azure as an offer to companies to escalate the use of the cloud. You can think of Windows Azure as a new service-based operating environment specifically targeted for this new cloud design point, striking the best possible balance between two seemingly opposing goals. Windows Azure will be the highest scale, highest availability, most economical, and most environmentally sensitive way of hosting services in the cloud.

So, the combination of Software and Services gets fuelled and rockets away with Azure.

Learn more on Windows Azure

The Power of Choice - level 2: Access
When it comes to the access for the users they have different opportunities as discussed in part one. Again, one or more of them as the correct and optimal choice according to the process or users role in question, will give highest level of benefits and best user experience. For mobile users there are several solutions available for accessing CRM and thereby the customer data to support the best dialogue and business with them. In addition to our own CRM Mobile Express solution and framework, here are some mobility vendors for CRM supporting Windows Mobile:

Logotec Engineering

softBRIDGE

Softtrends Mobile CRM+

TenDigits

For partners - The Software-plus-Services Roadmap for ISVs
A new online portal specifically for your hosted ISV customers, providing easy access to S+S resources across all Microsoft online properties from a single location. The portal is available at: http://www.microsoft.com/hosting/ISV/default.mspx.

More good resources

Microsoft Dynamics CRM Mobile Express Datasheet

Microsoft Success Stories with Software + Services

Mobility in Microsoft Dynamics CRM

I hope this series was relevant and useful. And I wish you benefit and fun with The Power of Choice.

Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

Sure Step Service Pack 1 Now Available

martinhj@microsoft.com — Mon, 15 Dec 2008 15:01:00 GMT

This service pack is providing general improvements to the overall user experience, including:

Platform enhancements:

The Sure Step setup tool has been enhanced to permit the user to select the destination location for Sure Step documents during installation.
In the Documents and Projects views, phases show the number of files within them matching the filtering criteria.
The Reference pages have been updated with our new support information.

Content fixes:

Corrections have been made to content in all language packs including fixes to filtering issues, broken or unavailable links, and minor changes to text.
Some documents did not properly accept a user-supplied logo when the project logo wizard was applied. These documents have been identified and fixed.

Bug fixes:

A number of fixes have been instituted to regularize the experience of navigating the Sure Step client and viewing its content.

If you do not currently have Sure Step installed: Go to the Sure Step download page on PartnerSource.

Accelerate the adoption of Sure Step within your organization!
This 1-hour on-demand webcast introduces a process, tools and tips to help you drive the use of Sure Step. The faster and more thoroughly you adopt the concept, the faster you will reap the benefits of Sure Step: shorter sales cycles, increased wins, managed implementation risks and higher customer satisfaction. The webcast discusses the reasons why you should adopt Sure Step, how you should plan and prepare for the first use of Sure Step, the tools and resources that you can access, and finally how to use Sure Step to the max.

Go to https://training.partner.microsoft.com/plc/details.aspx?publisher=12&delivery=255322 to access the Webcast.

New Videos Featuring Sure Step and Services for Microsoft Dynamics Now Available
With a powerful, growing portfolio of options, Services for Microsoft Dynamics helps you and your customers increase efficiency, productivity, and profitability. In other words, everybody wins with Services for Microsoft Dynamics.

Business Ready Enhancement Plan, Customer Services, CustomerSource, Partner Services, Sure Step and Licensing - with these powerful services, it’s no wonder that Microsoft partners and customers worldwide see Microsoft as a strategic business partner for every stage of expansion and development. And by providing customers with access to the most robust services, partners can help them meet ever-higher business objectives.

So: Serve Up the best services to your customers. Go to Services on PartnerSource to view a series of videos about Services for Microsoft Dynamics, including Sure Step, to learn more about services available.

Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

Smart business: How Microsoft Dynamics help customers save money

martinhj@microsoft.com — Wed, 10 Dec 2008 16:28:00 GMT

Also - one would even say especially - for us in the delivery link of the chain, this is important knowledge. Go via the link to the tools and further information on how to support and help your customers in these challenging times.

Without a doubt, the current economic situation is a topic that is on both your and your customers' minds. The question that is consistently being asked by our customers is “How can Microsoft help save our company money?” Microsoft Dynamics solutions can help save customers money and we encourage you to be proactive in sharing these cost ideas with them.

Click here for more information.

Use, benefit and Enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team

eService Accelerator for Microsoft Dynamics CRM 4.0 - Service Management out of the box and the company

martinhj@microsoft.com — Fri, 12 Sep 2008 17:30:00 GMT

With the upcoming enhancement for the service module in Microsoft Dynamics CRM 4.0 "eService Accelerator", the Service Management concept gets even more extensive and powerful! In a short while our customers will be able to - out of the box, I might emphasis, web-enable the service module of CRM. Meaning that the service actually goes beyond the borders of the company, the phones, mails, faxes, letters, meetings etc.

Beta program airing right now

I have been walking around the eService Accelerator for a couple of days now and let me give you the short version first: It works and it is GREAT! And now for the slightly longer version...

The intro text states: "The eService accelerator provides businesses the ability to deliver self-service capabilities to their customers while tracking and managing these interactions in Microsoft Dynamics CRM." And it is right, it does just that. Some of the cool features are:

Authentication: An employee at the company using CRM creates the contact as normally, including his or her email address. Then in a drop down list (a new field in the person form) the web-access-level is selected. Now an email is sent to the contact with a link to the company's customer service portal complete with login.

Self-service data: From here (s)he can edit own data (name, phone numbers etc.) and all changes goes back into CRM of course.

Self-service tasks: The contact (customer to the company) can now view service cases and create new ones, schedule service visits etc. What really gave me a kick was that (s)he can comment on cases and these will be seen as additional notes in CRM on the case. Here an employee can comment further - creating effective and documented dialogue with the customer. Now, hold on for this is not all! The employee can also make a note on the case that can NOT be seen from the outside, so you have the tool to have internal dialogues about the case at the same time! And in the same tool! That is great!

Self-service knowledge: The contact can also search the knowledge base articles, email the right one found to another contact or whomever.

The company gets MORE: Now, this is still not all. The usefulness of this goes on. Let me end this post with just another idea; the employees can of course use the same portal or CRM and have the same access to knowledge as the customers, so they can learn to do it themselves. I see a lot of processes in many companies getting smarter and quicker and at the same time the companies customers are getting more service at their own pace and time, when and where they want it. Could it be any better? :-)

A comment on the license:

The eService Accelerator itself is free for all CRM customers. The eService Accelerator requires a "Microsoft Dynamics CRM 4.0 External Connector" license for external users (that don’t have a CAL). Internal users will require a CAL.

Now, get ready to enjoy! :-)

Martin Houlberg Jensen
CRM Evangelist
Microsoft Dynamics CRM team