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Below you'll fint the spring 2015 Parature preview release guide. The guide contains information about the many new features and product enhancement within the areas of Knowledge Management, Support Ticketing, Self-Service Portal, Mobile, Social, Chat and Packaged Integrations. Contact FMT Consultants for more information about Parature from Microsoft. Download the full PDF guide here     Content Introduction Knowledge Management Support Ticketing Self-Service Portal Mobile Social Chat Packaged Integrations Conclusion Introduction Technology has fundamentally changed customer care, empowering the customer with as much or more information, devices and channels of engagement as the average customer service agent has to deliver service. Growing expectations have presented brands and organizations with the need to become “customer obsessed” and more deeply invest in the technology that will allow them to productively, proactively, personally and consistently respond to and engage with customers at the time and on the channel of their convenience. Microsoft, the productivity […]

What are Business Process Flows? Business Process Flows in Microsoft Dynamics CRM 2013 are a new and powerful addition to the Processes section that helps visualize the necessary steps in a business process. From MSDN: A business process flow guides you through various stages in the business process, from start to finish. …..The process flow will tell you where you are in the process, where you came from, and what to do next. You are able to continuously monitor your own progress.  Source: http://msdn.microsoft.com/en-us/library/dn481586.aspx Creating/Modifying Business Process Flows As business process flows are an out–of-the-box construct in CRM 2013, it is quite simple to create or modify a business process flow. The easiest way to view all business process flows is to first select Settings on the command bar, then Processes from the sub-options in settings. Then you will be able to change the view of the processes to Business […]

If you are like most companies today, you are selling through multiple sales channels. Many companies are expanding their reach beyond traditional brick and mortar stores and increasing revenues through online stores and marketplaces like eBay and Amazon. This strategy requires a good plan to manage items as the cost of inputting item information to your online sales channels and managing inventory can quickly negate your profits. To operate a multi-channel strategy that maximizes margins and provides a great shopping experience for buyers, follow these steps: 1. Designate an item master management system Don’t jump into eCommerce without understanding the different requirements for item information compared to your traditional brick and mortar store. Careful planning and organization is required to keep item information consistent between sales channels. The best way to organize item information is to create a single location for your item master data. An item master is the […]

The Challenges As in most companies, IT is a cost center and as IT professionals we face certain challenges. These challenges include unpredictable/costly downtime, managing IT costs, time management, prioritization, risk and exposure as well as strategic issues. Each of these challenges revolves around time and money. Often, these challenges are aggravated by time constraints, lack of prevention, low department knowledge levels and unpredictable costs. All of these factors can lead to many IT setbacks and most of all potential data loss. According to a peer review journal from the Graziadio School of Business and Management at Pepperdine University, data loss is caused by the following reasons: In order to mitigate these challenges, IT management must become more proactive. We hear this term in many different contexts. We hear “work smarter not harder” or “don’t put off till tomorrow what you can do today”, and in many cases IT professionals […]