Microsoft Dynamics Student CRM

Start Guide

This document includes an introduction and guide to using MS Dynamics Student CRM. Other documents have been created to assist in using MS Dynamics Student CRM, as listed below in the table. Please note more information will be added to this document and more how to guides documents will be created the future. Some of the uses of CRM need extra permissions.

Frequently Asked Questions

This glossary lists frequently asked questions collated from training sessions as well as questions asked via ServiceOne.

Glossary of Microsoft Dynamics CRM terms

This is a glossary of terms related to MS Dynamics CRM. If you notice any are missing, please add to the list.

Adding Comments to a Case is a useful tool to provide updates to both colleagues and students. MS Dynamics Student CRM has two types of comments – Internal and Public.

Video - Internal Comments
Video - Public Comments

Adding Timeline Notes to a Contact and Case Record

Adding a Note to the Contact Timeline or Case Timeline is useful to provide updates to MS Dynamics Student CRM users. Follow your team’s business processes in regard to entering information into a Note.

A Timeline Note is not an Activity and therefore cannot be located when using Related, Activities. Refer to instructions in CRM How to Guide Searching Contact and Case Timeline.

Advanced Find Filter and View Case Information

The Advanced Find feature enables searching for CRM information based on certain criteria. This can also be referred to as a Query. These notes include some basic steps for creating a Query, saving it as a Saved View, sharing and removing the sharing between CRM users or team, saving the View as a Dashboard and sharing the Dashboard. The CRM users or teams may need to have the correct CRM permissions to view the information shared.

Assign and Comment a Case

Assigning Cases to CRM queues is an essential function of Student Case management. This is how Cases are escalated to specialist areas, teams or specific people for action. In addition to assigning Cases, the Assign & Comment function can be used to provide the assigned user or team with additional information.

Video - Owner, Assign and Comment and Assign

Audit History Filter and View

The Audit History of a Case displays some of the actions which have been taken on the Case. Some of these are explained starting on Page 7. Filtering can be used to only view a particular field. The data included in the Audit History view is described in this User Guide.

Create a Case

A Case can be created in MS Dynamics Student CRM on behalf of someone who makes an enquiry over the phone or in person. The best process is to search for and select the person’s Contact record and then create a Case. It is important to search first to ensure the correct Contact is selected as in our large University community some people share the same name.

Create and Use Email Signatures

Email is the primary form of communication from MS Dynamics Student CRM to students as well as to Flinders University staff who do not use MS Dynamics CRM. Emails sent from MS Dynamics Student CRM are formatted in enhanced, rich text editing which accommodates professional communication. The history of emails sent and received are located in the Contact and Case Timelines.

A hyperlink can be inserted into the body of the email and can be in the form of text or a picture. If sending an attachment, the email needs to be saved and then the file attached.

Refer to the User Guide CRM How to Guide Sending an Email to a Student including Attachment and Hyperlink for these instructions as well as how to send an email from MS Dynamics CRM.

The instructions in this how to guide explain how to create and use an email signature. These are extremely useful for inserting standard information into an email.

Creating Email Templates using Marketing Module

Create and Use Email Templates

Email Templates are extremely useful for inserting standard information into an email. The email templates can be viewable by Organisation (seen and edited by all CRM Users) or Individual (seen and edited only by the CRM User who created the Template). Hyperlinks and attachments can be added to the Template. The content of an existing Email Template can be copied and pasted into a new Email Template and then edited instead of recreating.

Flinders International Intent to Study

The Contact Record of a Prospective International Student includes a field in the CONTACT INFORMATION pane - Intent to Study.

The instructions include information on how to update the Intent to Study field from either the Customer Service Hub or Standard Environment.

Forwarding a Case from CRM

Forwarding Cases from CRM is helpful as not all staff in Flinders University use MS Dynamics Student CRM. The manner in which the Case is forwarded is by emailing the Case from CRM. The email activity is displayed on the Case Timeline.

Some examples to forward a Case are:

• A student may have an IT query but it has been created as a CRM Case.
• Cases within CRM may need attention from specific Teams or Staff who do not use CRM.

Domestic Live Chat for the Agent

MS Dynamics Live Chat enables a Student to digitally message Flinders University staff (referred to as Agents) via a Chat Widget on selected Flinders University Domestic webpages.

The Chats are received as conversations in the Omnichannel which is accessed in MS Dynamics CRM by the Agent.

Library Live Chat for the Agent

MS Dynamics Live Chat enables a student to digitally message Flinders University staff (referred to as Agents) via a Chat Widget on selected Flinders University Library webpages.

The Chats are received as conversations in the Omnichannel which is accessed in MS Dynamics CRM by the Agent.

Live Chat for the Supervisor

Resolve a Case

A Case can be closed when all work associated with that Case has been completed. The Status of the Case is Resolved. Cases can be individually or bulk resolved.

Searching Contact and Case Timeline

Searching for information in the Contact or Case Timeline is now enabled using a Timeline search feature.

The search feature enables certain fields of Activities and a Timeline Note to be searched and the results displayed in the Timeline. The instructions to search in the Contact Record or Case Record Timelines are the same.

Sending an Email to a Student including Attachment and Hyperlink and Forwarding from CRM

Email is the primary form of communication from MS Dynamics Student CRM to Students. Emails sent from MS Dynamics Student CRM are formatted in enhanced, rich text editing which accommodates professional communication. The history of emails sent are located in the Contact and Case Timelines. A hyperlink can be inserted into the body of the email and can be in the form of text or a picture. As of April, 2020 a file can be attached using drag and drop and the prompt to save displayed if doing so before the email has been saved.

Viewing Attachments

These notes include how to locate an Attachment when a student has created a Case via Ask Flinders, Request Support and attached a file to this Request which creates a Public Comment with the attached file OR sent an email and attached a file.

Reference to the Customer Service Hub.

Ping Statistics How to View and Save

This document is applicable to the Student Experience Office to enable the reporting of Ping email viewing statistics.

Student Progress SMS Responses

When a student’s academic record shows unsatisfactory progress in their course for a subsequent time, they are sent an email, followed by an SMS to enquire if they would like to speak with a support officer to receive help/advice with their academic progress. The emails are sent by the Student Progress and Assessment Team, who form part of the Student Administration Services Team.

These notes provide instructions in regard to the SMS Reporting only.

A Phone Call Activity enables the recording of a phone call and can be saved to the Contact or Case Record. Instructions include how to do this from the Navigation Menu and linked to the Contact / Case Record, Contact Record Timeline or Case Record Timeline. The Phone Call Activity form is exactly the same regardless of which of the three options are used.

Open Universities Australia is an online higher education organisation. It has a unique partnership with leading Australian Universities to provide prospective Students with more choice and easier access to study at University. As of October, 2020 the information is accessed in MS Dynamics Student CRM.  The steps involved to view the Opportunity details, the Contact details, create an Email Activity, create a Phone Call Activity and Action an Enquiry are described in these notes.