During a phone call, an agent may view related cases, tasks, or contacts in a CRM such as Microsoft Dynamics. It might take the agent minutes of after-call work per call to link all those records together. However, with the right workflow in place, post-interaction processing can be done automatically, increasing productivity and throughput.
The following article illustrates how to design a workflow that uses CRM variables to create fully-populated call records in Microsoft Dynamics, with links to all associated records selected by the agent.