Business Process Implementation Using CRM

Objectives

In this session, you will learn to:

Identify service scheduling
Schedule users and other resources for services

Ver. 1.0 Slide 1 of 16

Business Process Implementation Using CRM
Demo: Canceling the Service Activity

Problem Statement:
The service manager, John, receives another telephone call
from Orlando Gee, owner of A Bike Store. He informs John
that he wants to cancel the activation of savings account for
the new workers. Now, John needs to cancel the service
activity that he scheduled for Rex.
Prerequisite: To perform this activity, you need to login as
John by entering the following details:
User name: John
Password: password@1234

Ver. 1.0 Slide 2 of 16

Business Process Implementation Using CRM
Demo: Canceling the Service Activity (Contd.)

Solution:
Cancel the service activity using the service calendar.

Ver. 1.0 Slide 3 of 16

Business Process Implementation Using CRM
Scheduling Users and Other Resources for Services

Scheduling users and other resources:

Helps in serving the customers efficiently in a given period of
time.
Enables the organizations to monitor the performance and
evaluate the efficiency of the resources.

Ver. 1.0 Slide 4 of 16

Business Process Implementation Using CRM
Creating Work Schedules for Resources

When creating a work schedule for users, the scheduling

manager needs to perform the following tasks:
Schedule working hours
Schedule breaks/unavailability of resources
Schedule time off/temporarily unavailability of resources

Ver. 1.0 Slide 5 of 16

Business Process Implementation Using CRM
Scheduling Organization-Wide Closures

Organizations may observe certain days as business

closures, such as Christmas and Easter.
Scheduling organization-wide closures allow the
organizations to plan when resources are available to be
scheduled.

Ver. 1.0 Slide 6 of 16

Business Process Implementation Using CRM
Viewing Schedules for Resources

A service manager can view the schedules of resources in

the following areas:
Settings area: In this area, you can view the working schedule
of individual resources.
Workplace area: In this area, you can list your schedule for a
particular time frame, such as a day, a week, or a month.
Service area: In this area, you can view a list of resources
displayed in the Service Calendar section.

Ver. 1.0 Slide 7 of 16

Business Process Implementation Using CRM
Selecting Resources

While selecting a resource, a service manager should

properly identify the available resources such that they are
capable of rendering services to the customer.
The CRM system enables a manager to select the
resources by enlisting the resources and their availability.

Ver. 1.0 Slide 8 of 16

Business Process Implementation Using CRM
Creating a Group of Resources

A group of resources:
Helps the service manager to easily find a resource, who is
available to perform the specific service.

Ver. 1.0 Slide 9 of 16

Business Process Implementation Using CRM
Managing Resource Allocation for Service Activities

The allocation of a resource to a service activity depends on

various factors, such as capacity and nature of the facilities
or skill and experience level of the workers or technicians.

Ver. 1.0 Slide 10 of 16

Business Process Implementation Using CRM
Demo: Adding Multiple Resources to a Resource Group

Problem Statement:
The service manager, John, wants to group three customer
service representatives(Rex Ruth, Jim Taylor, and Jack
George) of the BlueGear bank into a resource group to help
scheduling of resources with a specific skill set (loan
processing and loan issues).
Prerequisite: To perform this activity, you need to login as John
by entering the following details:
User name: John
Password: password@1234

Ver. 1.0 Slide 11 of 16

Business Process Implementation Using CRM
Demo: Adding Multiple Resources to a Resource Group (Contd.)

Solution:
Add multiple resources to a resource group.

Ver. 1.0 Slide 12 of 16

Business Process Implementation Using CRM
Demo: User Work Schedules

Problem Statement:
The scheduling manager, John, wants to assign specific work
schedules to the customer service representative (Jim Taylor)
added in the resource group for loan processing and resolving
loan issues. This work schedule should include the start time
as 8.00 AM and the end time as 2.00 PM, including six billable
hours in a working day.
Prerequisite: To perform this activity, you need to login as John
by entering the following details:
User name: John
Password: password@1234

Ver. 1.0 Slide 13 of 16

Business Process Implementation Using CRM
Demo: User Work Schedules (Contd.)

Solution:
Schedule the working schedule for a user.

Ver. 1.0 Slide 14 of 16

Business Process Implementation Using CRM
Summary

In this session, you learned that:

Scheduling the resources enables the organizations to monitor
the performance and evaluate the efficiency of the resources.
A CRM system enables a manager to select the resources by
enlisting the resources and their availability.
Defining the availability of resources enables a service
manager to manage the schedule of individual resources.
Organizations may observe certain days such as Christmas as
business closures.
A group of resources is a group of resources with similar skills.

Ver. 1.0 Slide 15 of 16

Business Process Implementation Using CRM
Summary (Contd.)

A service manager can view the schedules of resources in the

following areas:
Settings area
Workplace area
Service area
The allocation of a resource to a service activity depends upon
various factors, such as capacity and nature of the facilities or
skill and experience level of the workers or technicians.
When creating the work schedule for users, the scheduling
manager has to perform the following tasks:
Schedule working hours
Schedule breaks/unavailability of the user
Scheduling time off/temporarily unavailability of resources

Ver. 1.0 Slide 16 of 16