What is Microsoft Dynamics 365 Customer Service?


Microsoft Dynamics 365 Customer Service provides features & tools for organizations to manage the services they provide to customers. Customer issues are tracked through cases and all interactions related to a case are recorded. You can create queries, and route cases to the right channel. Service-level SLA can be created and tracked, service schedules can be created, and performance & productivity can be managed.

Customer Service Videos


Create customers for life | Dynamics 365 Customer Service

Dynamics 365 for Customer Service Features


Omni-Channel Engagement
  • Unified platform for cross channel visibility of all communications.
  • Customer Insights with a 360-degree view in a customized dashboard.
  • Personalization and customer escalation based on the previous history.
Self-service and communities
  • 24×7 help with AI-powered Bots, Community Support and Help knowledge base.
  • Real-time Support accessible across all platforms and devices.
Agent enablement
  • Role tailored customization of dashboards to ensure more informed agents and managers.
  • Quick escalation and customer classifications to ensure better Support at all levels.
  • Machine learning and advanced analytics-driven help forums and communities to provide speedy resolutions while reducing human interactions.
Unified knowledge
  • Single knowledge base for all levels and channels of Support.
  • Social Media, Chat, Call history, etc. are all stored at a unified support panel.
  • AI and analytics-driven improvements of the knowledge base for continuous improvements.
Digital intelligence
  • Real-time view of all critical metrics, services, and interactions on a customized dashboard.
  • AI-driven intent detection of Social posts for customer classification.
  • Machine Learning enabled articles and help guidelines.
  • Recent trends, highlights and KPI’s on one single dashboard for informed decisions.
Case Tracking
  • Track Cases By Agents, Customer Classification, Urgency level, Escalation, etc.
  • Easy to escalate cases with inter-channel escalation capabilities.
  • Omni-Channel communication dashboard brings communications across all platforms in one place.
Field Service Integration
  • If you have a team of technicians or support staff working on the field, D365 enables you to connect your field service team with other support teams.
  • Seamless communication between on-field and back-office teams.

Microsoft D365 Customer Service Videos


Microsoft Dynamics 365 Customer Service Overview


Dynamics 365 for Customer Service Advantages


Empowered Agents

  • Informed agents take contextually guided actions with 360 view of customer status and requests.
  • Agents are empowered to seamlessly communicate with clients over the Phone, Email, Chat Support, or even Social Media platforms.
  • AI and Machine learning guided bots and support pages for regularly occurring customer requests.
  • Customizations, Collaborations, SLA’s, and Workflow enhancements for better user experience.
  • Gamification tools for Agent motivation and productivity enhancement.

Informed Agents

  • Centralized and easy to access knowledge base with community support.
  • Rich Media, like images, videos, infographics, etc. can be communicated to customers for increased first-time resolution rates.
  • Knowledge articles can be scheduled for periodic review to ensure information accuracy at all times.
  • Ease of knowledge access with categorized, tagged, and structured information.
  • Knowledge articles can be accessed using mobile devices, and are continuously improved by gathering end user feedback.

Business Intelligence

  • Customizable dashboards show real-time details and information needed at each role.
  • Data analysis and reviews are made easier with interactive charts including data from other apps.
  • New reports are generated in real-time using AI and BI tools for performance reviews.
  • Leads and customer evaluation for up-sell, cross-sell and other similar opportunities.
  • Reports can be tuned for custom KPI’s and data points to give specific details of your business.

Dynamics 365 Services


Why Alletec For Your Dynamics 365 Customer Service?


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Helping customers succeed – for over the past 2 decades.

Awards

Recognized and felicitated by Microsoft over the years with top awards in the Microsoft Dynamics segment.

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