The objective of this exercise is to provide hands-on experience in managing customer service cases using a CRM system. By the end of this exercise, you will be able to:

• Create and manage customer service cases.
• Use the knowledge base to resolve cases.
• Automate responses to common customer inquiries.
• Measure customer satisfaction.

In this exercise, you will:

1. Create a new customer service case.
2. Assign the case to a customer service representative.
3. Use the knowledge base to find a solution.
4. Automate a response to the customer.
5. Measure customer satisfaction after the case is resolved.

1. Log in to your CRM system.
2. Navigate to the Customer Service module.
3. Click on "New Case" or "Create Case".
4. Fill in the case details:
   • Customer Name: John Doe
   • Contact Information: [email protected]
   • Case Title: Issue with Product XYZ
   • Description: Customer reports that Product XYZ is not functioning as expected.
   • Priority: High
   • Status: Open
5. Save the case.

1. Open the newly created case.
2. Find the "Assign To" field.
3. Select a customer service representative from the list (e.g., Jane Smith).
4. Save the changes.

1. Navigate to the Knowledge Base module.
2. Search for "Product XYZ issues".
3. Find an article that addresses common issues with Product XYZ.
4. Read the article and determine if it provides a solution to John Doe's problem.
5. If the article is helpful, note down the solution steps.

1. Go back to the case details.
2. Click on "Send Email" or "Respond to Customer".
3. Use a predefined email template if available, or create a new one:

   Subject: Solution for Your Issue with Product XYZ
   
   Dear John Doe,
   
   Thank you for reaching out to us regarding the issue with Product XYZ. We have identified a solution that should resolve the problem:
   
   [Insert solution steps from the knowledge base article]
   
   Please try these steps and let us know if the issue persists.
   
   Best regards,
   Jane Smith
   Customer Service Representative
   

4. Send the email to the customer.

1. After resolving the case, change the case status to "Resolved".
2. Send a customer satisfaction survey to John Doe:

   Subject: How Was Your Experience with Our Customer Service?
   
   Dear John Doe,
   
   We hope that your issue with Product XYZ has been resolved. We would appreciate it if you could take a moment to provide feedback on your experience with our customer service.
   
   [Insert link to the customer satisfaction survey]
   
   Your feedback is valuable to us and helps us improve our services.
   
   Thank you,
   Customer Service Team
   

3. Monitor the survey responses and record the satisfaction score.

In this exercise, you have learned how to create and manage customer service cases in a CRM system. You have also practiced using the knowledge base to find solutions, automating responses to customers, and measuring customer satisfaction. These skills are essential for providing efficient and effective customer service, ensuring customer issues are resolved promptly and satisfactorily.