{"id":122,"date":"2012-02-03T13:21:56","date_gmt":"2012-02-03T12:21:56","guid":{"rendered":"http:\/\/blogs.encamina.com\/mascrm\/?p=122"},"modified":"2013-03-04T12:15:26","modified_gmt":"2013-03-04T11:15:26","slug":"servicio_crm","status":"publish","type":"post","link":"https:\/\/blogs.encamina.com\/mascrm\/2012\/02\/03\/servicio_crm\/","title":{"rendered":"La gesti\u00f3n de incidencias de usuarios integrada en Microsoft Dynamics CRM"},"content":{"rendered":"<p>El <strong>Area de Servicio<\/strong> de Microsoft Dynamics CRM es, en muchas ocasiones, la gran &#8216;olvidada&#8217; de los proyectos CRM, m\u00e1s\u00a0cu\u00e1ndo estos son liderados por las \u00e1reas de Marketing o Ventas.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-135\" alt=\"\" src=\"http:\/\/blogs.encamina.com\/mascrm\/files\/2012\/02\/SoporteCRM.jpg\" width=\"114\" height=\"30\" \/><\/p>\n<p>Pero en realidad cualquier proyecto CRM deber\u00eda incluir esta caracter\u00edstica, al menos para dar soporte a los propios usuarios del sistema, tanto durante las fases de desarrollo como tras la puesta en producci\u00f3n, ya en fase de mantemiento.<\/p>\n<p>Este art\u00edculo describe una soluci\u00f3n para la gesti\u00f3n de incidencias de usuario integrada en el mismo Microsoft Dynamics CRM.<br \/>\n<!--more--><\/p>\n<h2>La incidencia<\/h2>\n<p>Adem\u00e1s del tel\u00e9fono y el email, se trata de habilitar el propio CRM como un canal complementario a la entrada de incidencias, para que los usuarios puedan registrar sus consultas y proponer correcciones o mejoras.<\/p>\n<table class=\"tr-caption-container\" style=\"margin-left: auto;margin-right: auto;text-align: center\" cellspacing=\"0\" cellpadding=\"0\" align=\"center\">\n<tbody>\n<tr>\n<td style=\"text-align: center\"><a href=\"http:\/\/1.bp.blogspot.com\/-V4MEnvQQmtQ\/TyvbN8NxgEI\/AAAAAAAAAdQ\/tqR7zkSE4DU\/s1600\/Casos.Listado.jpg\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/1.bp.blogspot.com\/-V4MEnvQQmtQ\/TyvbN8NxgEI\/AAAAAAAAAdQ\/tqR7zkSE4DU\/s320\/Casos.Listado.jpg\" width=\"320\" height=\"180\" border=\"0\" \/><\/a><\/td>\n<\/tr>\n<tr>\n<td class=\"tr-caption\" style=\"text-align: center\">Listado de incidencias<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<table class=\"tr-caption-container\" style=\"margin-left: auto;margin-right: auto;text-align: center\" cellspacing=\"0\" cellpadding=\"0\" align=\"center\">\n<tbody>\n<tr>\n<td style=\"text-align: center\"><a href=\"http:\/\/4.bp.blogspot.com\/-ttfiXsJrARU\/TyvcOTi0tjI\/AAAAAAAAAe4\/igvmviEtzYk\/s1600\/Casos.Caso.jpg\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/4.bp.blogspot.com\/-ttfiXsJrARU\/TyvcOTi0tjI\/AAAAAAAAAe4\/igvmviEtzYk\/s320\/Casos.Caso.jpg\" width=\"320\" height=\"180\" border=\"0\" \/><\/a><\/td>\n<\/tr>\n<tr>\n<td class=\"tr-caption\" style=\"text-align: center\">Detalle de incidencia<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2><span style=\"font-size: large\">El flujo de trabajo<\/span><\/h2>\n<p>Tanto la creaci\u00f3n del caso como su cambio de estado activa un simple flujo de trabajo que informa a los actores del caso sobre el estado del mismo.<\/p>\n<table class=\"tr-caption-container\" style=\"margin-left: auto;margin-right: auto;text-align: center\" cellspacing=\"0\" cellpadding=\"0\" align=\"center\">\n<tbody>\n<tr>\n<td style=\"text-align: center\"><a href=\"http:\/\/2.bp.blogspot.com\/-INrpsi89kPw\/TyvdJXXuxsI\/AAAAAAAAAfI\/bHDU585dV3c\/s1600\/Flujo.jpg\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/2.bp.blogspot.com\/-INrpsi89kPw\/TyvdJXXuxsI\/AAAAAAAAAfI\/bHDU585dV3c\/s320\/Flujo.jpg\" width=\"320\" height=\"210\" border=\"0\" \/><\/a><\/td>\n<\/tr>\n<tr>\n<td class=\"tr-caption\" style=\"text-align: center\">Flujo de trabajo<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<table class=\"tr-caption-container\" style=\"margin-left: auto;margin-right: auto;text-align: center\" cellspacing=\"0\" cellpadding=\"0\" align=\"center\">\n<tbody>\n<tr>\n<td style=\"text-align: center\"><a href=\"http:\/\/2.bp.blogspot.com\/-_Ev5tfPpwJY\/TyvbWlzztjI\/AAAAAAAAAdg\/i8o9_ZUN-ZU\/s1600\/Correo.Apertura.jpg\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/2.bp.blogspot.com\/-_Ev5tfPpwJY\/TyvbWlzztjI\/AAAAAAAAAdg\/i8o9_ZUN-ZU\/s320\/Correo.Apertura.jpg\" width=\"320\" height=\"180\" border=\"0\" \/><\/a><\/td>\n<\/tr>\n<tr>\n<td class=\"tr-caption\" style=\"text-align: center\">Correo de apertura<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<table class=\"tr-caption-container\" style=\"margin-left: auto;margin-right: auto;text-align: center\" cellspacing=\"0\" cellpadding=\"0\" align=\"center\">\n<tbody>\n<tr>\n<td style=\"text-align: center\"><a href=\"http:\/\/1.bp.blogspot.com\/-_kx2MRPBlSk\/TyvbYUgIsPI\/AAAAAAAAAdo\/DlOrKijZgMg\/s1600\/Correo.Cierre.jpg\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/1.bp.blogspot.com\/-_kx2MRPBlSk\/TyvbYUgIsPI\/AAAAAAAAAdo\/DlOrKijZgMg\/s320\/Correo.Cierre.jpg\" width=\"320\" height=\"138\" border=\"0\" \/><\/a><\/td>\n<\/tr>\n<tr>\n<td class=\"tr-caption\" style=\"text-align: center\">Correo de cierre<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2><span style=\"font-size: large\">Los datos para el informe de seguimiento<\/span><\/h2>\n<p>La \u00faltima utilidad de este sistema son los informes, \u00fatiles para hacer el seguimiento del<br \/>\nrealizados con Microsoft Excel en combinaci\u00f3n con PowerPivot, que son la base de las reuniones de seguimiento.<\/p>\n<table class=\"tr-caption-container\" style=\"margin-left: auto;margin-right: auto;text-align: center\" cellspacing=\"0\" cellpadding=\"0\" align=\"center\">\n<tbody>\n<tr>\n<td style=\"text-align: center\"><a href=\"http:\/\/4.bp.blogspot.com\/-ATXoatXTKSU\/TyvbbWGCEeI\/AAAAAAAAAdw\/IpI5AQ_rydM\/s1600\/ExcelPowerPivot.jpg\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/4.bp.blogspot.com\/-ATXoatXTKSU\/TyvbbWGCEeI\/AAAAAAAAAdw\/IpI5AQ_rydM\/s320\/ExcelPowerPivot.jpg\" width=\"231\" height=\"320\" border=\"0\" \/><\/a><\/td>\n<\/tr>\n<tr>\n<td class=\"tr-caption\" style=\"text-align: center\">Excel y PowerPivot<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<div class=\"separator\" style=\"clear: both;text-align: center\"><a href=\"http:\/\/1.bp.blogspot.com\/-ggllqumYNc0\/TyvbgGYqMtI\/AAAAAAAAAd4\/FfqC4elcW_I\/s1600\/Report.Promedio.png\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/1.bp.blogspot.com\/-ggllqumYNc0\/TyvbgGYqMtI\/AAAAAAAAAd4\/FfqC4elcW_I\/s320\/Report.Promedio.png\" width=\"320\" height=\"157\" border=\"0\" \/><\/a><\/div>\n<div class=\"separator\" style=\"clear: both;text-align: center\"><a href=\"http:\/\/4.bp.blogspot.com\/-ytlvsYGWOnQ\/TyvbhWVIf9I\/AAAAAAAAAeA\/XYAye957whk\/s1600\/Report.Mes.png\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/4.bp.blogspot.com\/-ytlvsYGWOnQ\/TyvbhWVIf9I\/AAAAAAAAAeA\/XYAye957whk\/s320\/Report.Mes.png\" width=\"320\" height=\"161\" border=\"0\" \/><\/a><\/div>\n<div class=\"separator\" style=\"clear: both;text-align: center\"><a href=\"http:\/\/4.bp.blogspot.com\/-ytgi-SPMRN8\/Tyvbi0Shx_I\/AAAAAAAAAeI\/R7iyqdc0bDY\/s1600\/Report.Origen.png\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/4.bp.blogspot.com\/-ytgi-SPMRN8\/Tyvbi0Shx_I\/AAAAAAAAAeI\/R7iyqdc0bDY\/s320\/Report.Origen.png\" width=\"320\" height=\"160\" border=\"0\" \/><\/a><\/div>\n<div class=\"separator\" style=\"clear: both;text-align: center\"><a href=\"http:\/\/2.bp.blogspot.com\/-EGAn2h1jpuc\/TyvbkD-pfUI\/AAAAAAAAAeM\/oqWBFZhI1MY\/s1600\/Report.Prioridad.png\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/2.bp.blogspot.com\/-EGAn2h1jpuc\/TyvbkD-pfUI\/AAAAAAAAAeM\/oqWBFZhI1MY\/s320\/Report.Prioridad.png\" width=\"320\" height=\"160\" border=\"0\" \/><\/a><\/div>\n<div class=\"separator\" style=\"clear: both;text-align: center\"><a href=\"http:\/\/1.bp.blogspot.com\/-fcNGIkja7lU\/TyvblbgGA_I\/AAAAAAAAAeY\/nLW23vet-jo\/s1600\/Report.Promedio.png\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/1.bp.blogspot.com\/-fcNGIkja7lU\/TyvblbgGA_I\/AAAAAAAAAeY\/nLW23vet-jo\/s320\/Report.Promedio.png\" width=\"320\" height=\"157\" border=\"0\" \/><\/a><\/div>\n<div class=\"separator\" style=\"clear: both;text-align: center\"><a href=\"http:\/\/4.bp.blogspot.com\/--7p7YbU5k4w\/TyvbmdC0FBI\/AAAAAAAAAeg\/V9BZrZr63YQ\/s1600\/Report.Tipo.png\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/4.bp.blogspot.com\/--7p7YbU5k4w\/TyvbmdC0FBI\/AAAAAAAAAeg\/V9BZrZr63YQ\/s320\/Report.Tipo.png\" width=\"320\" height=\"161\" border=\"0\" \/><\/a><\/div>\n<div class=\"separator\" style=\"clear: both;text-align: center\"><a href=\"http:\/\/1.bp.blogspot.com\/-RjltHlhpD1w\/TyvbnR4Yg_I\/AAAAAAAAAeo\/AR5TVcF7TTw\/s1600\/Report.Solicitante.jpg\"><img loading=\"lazy\" decoding=\"async\" alt=\"\" src=\"http:\/\/1.bp.blogspot.com\/-RjltHlhpD1w\/TyvbnR4Yg_I\/AAAAAAAAAeo\/AR5TVcF7TTw\/s320\/Report.Solicitante.jpg\" width=\"213\" height=\"320\" border=\"0\" \/><\/a><\/div>\n<h2><span style=\"font-size: large\">Conclusiones<\/span><\/h2>\n<blockquote><p>Definitivamente cualquier proyecto CRM deber\u00eda incluir la gesti\u00f3n de incidencias como funcionalidad adicional requerida, al menos, para los usuarios del sistema.<\/p><\/blockquote>\n<!-- AddThis Advanced Settings generic via filter on the_content --><!-- AddThis Share Buttons generic via filter on the_content -->","protected":false},"excerpt":{"rendered":"<p>El Area de Servicio de Microsoft Dynamics CRM es, en muchas ocasiones, la gran &#8216;olvidada&#8217; de los proyectos CRM, m\u00e1s\u00a0cu\u00e1ndo estos son liderados por las \u00e1reas de Marketing o Ventas. Pero en realidad cualquier proyecto CRM deber\u00eda incluir esta caracter\u00edstica, &hellip; <a href=\"https:\/\/blogs.encamina.com\/mascrm\/2012\/02\/03\/servicio_crm\/\">Continue reading <span class=\"meta-nav\">&rarr;<\/span><\/a><!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>\n","protected":false},"author":10,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6,91,96,55,88,78],"tags":[80],"class_list":["post-122","post","type-post","status-publish","format-standard","hentry","category-automatizacion","category-consultancy","category-project-management","category-powerpivot","category-service","category-xrm","tag-gestion-de-incidencias"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.2.1 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>La gesti\u00f3n de incidencias de usuarios integrada en Microsoft Dynamics CRM - M\u00e1s CRM<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"http:\/\/blogs.encamina.com\/mascrm\/2012\/02\/03\/servicio_crm\/\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Juan Ribes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tiempo de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minuto\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"http:\\\/\\\/blogs.encamina.com\\\/mascrm\\\/2012\\\/02\\\/03\\\/servicio_crm\\\/#article\",\"isPartOf\":{\"@id\":\"http:\\\/\\\/blogs.encamina.com\\\/mascrm\\\/2012\\\/02\\\/03\\\/servicio_crm\\\/\"},\"author\":{\"name\":\"Juan Ribes\",\"@id\":\"https:\\\/\\\/blogs.encamina.com\\\/mascrm\\\/#\\\/schema\\\/person\\\/148a37e227c5716102c71c3ab092d73b\"},\"headline\":\"La gesti\u00f3n de incidencias de usuarios integrada en Microsoft Dynamics CRM\",\"datePublished\":\"2012-02-03T12:21:56+00:00\",\"dateModified\":\"2013-03-04T11:15:26+00:00\",\"mainEntityOfPage\":{\"@id\":\"http:\\\/\\\/blogs.encamina.com\\\/mascrm\\\/2012\\\/02\\\/03\\\/servicio_crm\\\/\"},\"wordCount\":262,\"commentCount\":0,\"image\":{\"@id\":\"http:\\\/\\\/blogs.encamina.com\\\/mascrm\\\/2012\\\/02\\\/03\\\/servicio_crm\\\/#primaryimage\"},\"thumbnailUrl\":\"http:\\\/\\\/blogs.encamina.com\\\/mascrm\\\/files\\\/2012\\\/02\\\/SoporteCRM.jpg\",\"keywords\":[\"Gesti\u00f3n de incidencias\"],\"articleSection\":[\"Automatizaci\u00f3n\",\"Consultor\u00eda\",\"Gesti\u00f3n de proyectos\",\"PowerPivot\",\"Servicio\",\"XRM\"],\"inLanguage\":\"es\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"http:\\\/\\\/blogs.encamina.com\\\/mascrm\\\/2012\\\/02\\\/03\\\/servicio_crm\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"http:\\\/\\\/blogs.encamina.com\\\/mascrm\\\/2012\\\/02\\\/03\\\/servicio_crm\\\/\",\"url\":\"http:\\\/\\\/blogs.encamina.com\\\/mascrm\\\/2012\\\/02\\\/03\\\/servicio_crm\\\/\",\"name\":\"La gesti\u00f3n de incidencias de usuarios integrada en Microsoft Dynamics CRM - 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