TeamsWork Community

If your team uses CRM as a Service for RFQs, feasibility checks, and post-sales support, here are a few ways to get more from it inside Microsoft Teams. Especially in manufacturing, where one customer journey often involves sales, operations, internal review, and after-sales follow-up, a few setup decisions can make a big difference in how smoothly the process runs.

• Set up pipeline stages to match your actual sales flow

  Manufacturing deals often move through inquiry, qualification, feasibility review, proposal, negotiation, and handover. Reflecting that directly in your pipeline makes it easier for everyone to track progress and manage handoffs.

  

• Use the same customer record for both sales and post-sales

  If your team handles warranty claims, service requests, or follow-ups after the deal closes, keeping them tied to the same customer record helps preserve the full history in one place.

Hi everyone! Fast response time doesn’t just happen by chance. It usually comes from using the right features intentionally. Here are several Ticketing as a Service capabilities that can help your team keep requests moving and avoid unnecessary delays.

SLA Tracking

Response targets can be clearly defined through SLA rules. Ticketing as a Service automatically tracks both First Response Time and Resolution Time, calculating deadlines based on working hours. This helps teams quickly see which tickets need attention, so response targets are easier to meet.

SLA Notifications and Escalation

When a ticket is approaching its SLA deadline, the system can notify the team so it can be handled before the target is missed. If an SLA is breached, escalation rules can alert specific team members to step in quickly and resolve the issue.

Priority and Categorization

Hey Teamswork Community! 👋

If your team stores proposals, contracts, or customer files outside the CRM, keeping everything organized and up to date becomes a real challenge. Cloud Storage in CRM as a Service connects your own SharePoint or OneDrive directly to your CRM records, so every document lands in the right place automatically.

A few things worth knowing:

• Grant admin permissions first

  Cloud storage won't work until an administrator grants the required app permissions in CRM settings. Get this done before anything else.

• Choose the storage type that fits your team

Hey TeamsWork Community! 👋

Did you know Ticketing as a Service now has a built-in Teams Chat for every ticket? It gives each ticket its own dedicated Microsoft Teams chat, keeping conversations, ticket details, and notifications all in one place. No more scattered emails or separate threads. Everything syncs between the ticket and Teams in real time.

Here are some tips to help you use it well.

1. Start the chat early in the ticket lifecycle. Once a ticket is created and assigned, start the chat right away. This way, every conversation from day one lives in one place and nothing slips through the cracks later.

2. Use the notification setting intentionally. You can choose to send ticket notifications to the dedicated ticket chat or to the Ticketing chatbot. If the ticket involves multiple people who need live updates, send it to the ticket chat so everyone stays in the loop without…

Hi everyone, quick check for those using Ticketing as a Service, have you reviewed how your visibility settings are currently set up?

With the new Group Visibility feature, ticket access can now be defined per group using flexible rules. Let’s go through the main things to check.

• Tip 1: Make sure the Ticketing Owner configures visibility properly

  Only the Ticketing Owner can create and manage groups, define visibility filters, and configure Member Visibility and Assignee Visibility. Keep these settings centralized.

  
  

• Tip 2: Define clear group structure before adding filters

  When creating a group, set the group name, assign owners and members, and determine the visibility filter carefully. Groups actively control which tickets appear.

  
  

Before creating your next Lead or Opportunity, take a moment to review visibility settings. Here’s how to approach it strategically.

1. Set the right visibility when creating records

   You can define visibility for Contacts, Leads, Opportunities, and Organizations. Choose between Private, Group, or Organization based on who should access the record.

   
   

2. Use 'Private' for sensitive records

   Private records are only visible to the owner and group owners of that group. Ideal for confidential leads or early-stage opportunities.

   
   

3. Use 'Group' for team collaboration