Microsoft Dynamics 365 – Customer Service

Dynamics 365 Customer Service is a suite of capabilities that allows businesses to provide personalized customer service experiences and optimize agent productivity.

It offers several app experiences for:

  • Managing customer issues
  • Recording interactions
  • Sharing information
  • Routing work items efficiently
  • Managing conversations
  • Using AI-driven insights
  • Collaborating with experts
  • Creating, and tracking service levels
  • Defining service terms
  • Managing performance and productivity
  • Scheduling services
  • Participating in chats

The Customer Service admin center, Omnichannel admin center, Customer Service Hub, App profile manager, and Omnichannel Administration are tools that help manage different features of Customer Service. User management is necessary to access and use the service, and agent experience profiles enable the creation of targeted app experiences for agents and supervisors.

Community is a new app that allows organizations to invite customer suggestions and crowdsource portfolios of outside-in ideas.

  • It requires two separate installations, including Dynamics 365 Customer Service Community and the “Modern Community” portal template, and provides community managers and moderators with necessary capabilities to capture and evaluate ideas and demonstrate care with closed loop.
  • End users can share new ideas with organizations, collaborate, engage in a community, flag inappropriate content, and track the status of ideas they have engaged with in their personalized space.

Unified routing is an essential feature of Dynamics 365 Customer Service that offers intelligent, scalable, and enterprise-grade routing and assignment capabilities. The unified routing infrastructure can route service requests on all channels, providing a unified view of workforce utilization across multiple channels. It ensures that work items on all channels are routed consistently and in a similar manner, considering the agent engagement on different channels before assigning new work to them.

Unified routing has two main stages: classification and assignment.

  • In the classification stage, rules, and machine learning (ML) models can be used to add information on the work item to find the best-suited agent. During the assignment stage, service requests are prioritized and assigned to agents based on the nature of the work, related entities, agent skills, and the current state of the agent workforce in terms of availability and workload.
  • Unified routing optimizes businesses by connecting end-customers with the best-suited agent, saving admins from creating custom workflows, using skills-based routing to decrease resolution time, adding more context to incoming work items, using machine-learning models to predict skills, prioritizing, and assigning work items within a queue, and more.

Case management is another crucial feature of Dynamics 365 Customer Service that tracks individual customer service issues across channels and agents over time. It provides enhanced case configuration and improved case analytics for supervisors. A case represents a single incident of service and tracks the process from the initial intake of an incident, through the remediation process, to the final resolution. Dynamics 365 Customer Service has several components that work together to provide an end-to-end case management solution, including cases, activities, entitlements, knowledge articles, queues, service-level agreements (SLAs), record creation and update rules, routing rules, and business process flows.

Automating creating and updating records is made possible with the help of record creation and update rules. Rule items define the conditions for creating or updating records and define the actions or steps to be taken on the records. These rules can significantly improve the efficiency of sales, marketing, and service teams and increase the quality of data. By default, Dynamics 365 Customer Service supports creating records from various activities such as email, social activity, task, phone call, appointment, service activity, and custom activity. These activities can be converted to any default (system) entity records or custom entity records, such as creating a lead, opportunity, or incident from an incoming email.

Service-level agreements (SLAs) are crucial for businesses to ensure that customers are being supported according to their entitlements. By defining the level of service or support a customer can expect, SLAs enable organizations to govern support products that customers receive as part of their purchase. These agreements include policy details such as response times, the number of support requests a customer can make, and the duration of support after a purchase.

The timeline control is an essential tool used to capture all activity history, such as appointments, phone calls, and tasks, to track and ensure all interactions with the related table are visible over time. App makers can configure the timeline to display information related to a table, such as accounts or contacts, creating an immersive experience for users to access information and create new activity records quickly and efficiently.

Knowledge management plays a critical role in delivering exceptional customer care. It provides team members with the ability to author, categorize, deliver, analyze, and share information through a knowledge base. This enables primary service providers, such as agents, to look up information in a knowledge base to resolve customer queries and increases their productivity. With access to rich, high-quality knowledge resources, agents can resolve issues faster, reducing their average handling time, and increasing customer satisfaction.

Dynamics 365 Customer Service Insights helps both agents and customer service managers make better decisions and improve customer satisfaction by providing AI and analytics capabilities for Customer Service Insights and Omnichannel for Customer Service.

  • Agents can use real-time similar cases and knowledge article suggestions customized for the current context, allowing them to help solve customer issues more quickly, improving resolution rates and customer satisfaction.
  • These capabilities are deeply embedded into the core agent and manager experiences in Customer Service and Omnichannel.

Service scheduling is another important tool in avoiding disruptions in service by ensuring that resources are scheduled optimally and efficiently. Using scheduling in Customer Service Hub, organizations can plan and schedule service activities for their customers by bringing together all available resources, such as employees, facilities, and equipment.

This improves service quality by preventing over-scheduling and reducing downtime by connecting to IoT devices to diagnose problems before customers are aware of an issue.

In conclusion, by leveraging tools such as SLAs, the timeline control, knowledge management, Customer Service Insights, and service scheduling, organizations can significantly improve their customer service experience, resulting in higher customer satisfaction and loyalty.

In today’s competitive business landscape, providing exceptional customer service is crucial for maintaining customer loyalty and gaining a competitive edge. Dynamics 365 Customer Service is a suite of capabilities that enables organizations to deliver personalized customer service experiences, optimize agent productivity, and improve business efficiency. By utilizing the various tools and features, businesses can track customer issues, record interactions, route work items efficiently, use AI-driven insights, and collaborate with experts to deliver world-class customer care.

Additionally, with the ability to manage service levels, automate record creation and updates, and leverage knowledge management, organizations can significantly improve productivity and enhance the customer experience. Dynamics 365 Customer Service Insights offers AI and analytics capabilities that help both agents and customer service managers make better decisions and improve customer satisfaction. By using these tools and features, organizations can prevent over-scheduling, reduce downtime, and resolve customer issues more quickly, resulting in higher customer satisfaction and loyalty. Dynamics 365 Customer Service is a must-have for businesses looking to stay ahead in today’s competitive market and deliver exceptional customer service.

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