In this episode (sponsored by Kingswaysoft) Shawn is joined by Sarah Jelinek from Arctic Information Technology.

Sarah is @dyn365diva, she leads the Customer Service SIG for CRMUG, and she is a frequent speaker on all things related to customer service in Dynamics 365.

Topics discussed in this episode:

• The importance of customer service
• Customer service best practices
• Lessons learned about knowledge management
• Sales literature
• Where did "Dynamics 365 Diva" come from?
• Questions for the Diva
• How do queues improve response time?
• Subject tree recommendations
• KB article authoring and approval best practices
• Why Sarah is active in the Dynamics community

This episode is a production of Dynamic Podcasts LLC. Subscribe to the  CRM Audio network of podcasts on Apple Podcasts.