Microsoft Dynamics 365 Customer Service
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Benefits of Customer Service
Improved Customer Satisfaction
Providing efficient, personalised, and proactive service, organisations can significantly enhance customer satisfaction and loyalty.
Increased Efficiency
Intelligent routing, and a unified platform streamline service processes, reducing resolution times and improving agent productivity.
Omnichannel Engagement
Connect with customers across their preferred channels – email, phone, chat, social media – all within a single platform, ensuring consistent and seamless interactions.
Data-Driven Insights
Gain valuable insights into customer behaviour, service performance, and trends to identify areas for improvement and optimise service strategies.
Enhanced Agent Empowerment
Supplying agents with the tools and knowledge they need to resolve issues quickly and effectively.
Proactive Service
Identify and address potential issues before they impact customers, preventing escalations and building trust.
Scalability and Flexibility
Adapt to changing business needs and growth with a flexible and scalable platform that can be customised to specific requirements.
Integration with other Microsoft Products
Seamlessly integrate with other Dynamics 365 applications, such as Sales and Marketing, for a unified view of the customer and a more connected business.
So, how does Dynamics 365 Customer Service deliver these benefits?
Case Management
- A case represents any customer interaction needing resolution (e.g., questions, requests, issues)
- Dynamics 365 allows flexible case creation: via social media, phone calls, or self-service portals or manual creation
- A solid case management strategy should account for all possible entry points
- Integrated systems lead to more efficient handling and better customer service
Queue Management
- Queues are virtual areas for storing and organising work items (cases, activities)
- It helps prioritise and assign work to customer service agents efficiently
- Ensures no requests are missed and high-priority cases are addressed first
- Enables service differentiation (e.g. by customer support tier)
- A tool that is critical in managing workload and improving overall customer service delivery
Service Levels & Entitlements
- Entitlements define what kind of support a customer is eligible for
- SLAs (Service Level Agreements) define how quickly support should be delivered (e.g., response/resolution times)
- SLAs are dynamically applied based on customer entitlements
- SLAs include automated timers to monitor progress and trigger escalations if needed
- Visual indicators and automation help agents meet service commitments and prioritise tasks
Knowledge Base Management
- Enables creation and lifecycle management of rich-text, multimedia knowledge articles
- Articles can be translated, version-controlled, scheduled for publishing/expiration
- Usage tracking helps identify valuable content
- Agents can access, link, and email articles directly from within a case
- Linked articles create insights into which content best resolves issues
Customer Service Scheduling
- Useful for field or in-house service activities
- Uses Universal Resource Scheduling to assign jobs based on time, skill, and resource availability
- Prevents double-booking and ensures optimal resource use
- Improves service delivery and customer satisfaction through effective planning
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Customer Voice
- Gathers feedback to improve customer journeys and service strategies
- Surveys collect sentiment at key touchpoints
- Feedback integrates with service data for closed-loop improvements
- Enables data-driven decision-making and personalisation
Customer Service Insights (CSI)
- Provides AI and BI tools for performance analytics and customer trends
- Includes features like topic clustering, knowledge search analytics, and case recommendations
- Embedded in the Customer Service workspace for real-time support
- AI helps both agents (faster resolutions) and managers (strategic insights)
Teams Integration & Swarming
- Embedded Teams chat for real-time collaboration without leaving Dynamics 365
- Swarming allows agents to involve experts in complex cases quickly
- Dynamics records can be shared within Teams to maintain context
- Enhances teamwork, reduces resolution times, and boosts efficiency
Copilot for Service
- AI assistant integrated into Dynamics 365 Customer Service
- Helps agents respond faster by drafting emails, chats, summaries, and more
- Increases productivity and accuracy, especially in high-volume environments
- Supports better and quicker customer service delivery
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