Dynamics 365 for Customer Service

Omni-channel. Dynamics 365 for Customer Service covers multiple communication channels: phone calls, email, web, chats, social networks, SMS, and even IoT sensors. In social networks, Dynamics recognizes sentiment and intent in customers’ posts, finds customer problems and automatically converts them into cases. And in case with IoT sensors, Dynamics can watch the readings from your products in use and inform their owners if possible breakdowns are detected.

Case management. This feature allows you to set up a case management process supporting everything from case creation to case assignment, escalation and resolution. These actions can be performed automatically if certain pre-defined rules are met. The case record conveniently provides agents with all necessary information: case details, contact/account info, and business process flow (case stages) additional info. Also, case records display activities associated with each case, relevant posts, notes, reminders and contain a knowledge base search option.

Knowledge management. Accessed in a separate tab or directly in the case record, knowledge articles help agents find answers to customers’ questions faster. Agents can also email articles to customers. And some knowledge articles can even serve as a basis for a self-service customer portal. Apart from that, Dynamics offers a convenient visual editor to create and manage articles easier.

Service Level Agreements (SLAs) and entitlements. To manage customer service better, Dynamics 365 allows working with SLAs and entitlements. SLAs define how fast cases need to be resolved and whether they should be escalated. Entitlements illustrate customers’ rights for different types of customer service (e.g., phone support only, phone + email or exclusive support across all communication channels). To monitor response/resolution time limits promised by each type of support, you need specific SLAs for each entitlement.

Templates. To facilitate agents’ work and make it even more productive, Dynamics 365 for Customer Service provides a possibility of using templates for emails, entitlements and articles. So, instead of writing text for these 3 entities anew each time, agents can save time by using pre-written templates. Note that email templates still use customers’ names and other data to avoid impersonal communication.

Dashboards and reports. Watching over all the key customer service metrics, Dynamics 365 for Customer Service provides you with the ability to check the vital performance values of your customer service department. You can easily see such reports as, for example, the number of incoming cases broken down by a communication channel, agent or priority. These reports are available in the form of insightful dashboards.

Dynamics 365 consulting. We can assist you in choosing the Dynamics plan that’s right for you. Or we can find the reason why your solution’s performance isn’t meeting your expectations and recommend how to solve the uncovered issues. Regardless of what problem you have or how mature your relationship with Dynamics 365 is, we are always ready to help.

Dynamics 365 implementation. Besides just giving recommendations, we can support you with relevant technical skills to carry out the implementation of your Dynamics 365 for Customer Service solution. To make sure that it will suit your organization perfectly, we analyze your needs, map them against relevant Dynamics functionality, identify opportunities for configuration and customization (if needed) and conduct the whole implementation process. Besides that, we do all the integrations of your solution regardless of whether it needs to connect with parts of the Dynamics 365 platform (for example, Sales + Customer Service + Marketing) or with external solutions (CRM, ERP, ITSM, accounting, ecommerce, etc.). As a result, you get a fully functioning solution that is an integral part of your IT infrastructure.

Dynamics 365 migration. As different as migrations can get, we are prepared to take on any of them. We can help you migrate Dynamics 365 On-Premises to Cloud or change your customer service management tool by moving from systems like Freshdesk, Zoho Desk and Salesforce Service Cloud to Dynamics 365 for Customer Service. Within the migration project, we move any elements of your legacy tool that you want to see in the new solution, be it data, processes, configurations, etc. If necessary, we can also conduct user training to ensure your new tool’s adoption.

Dynamics 365 support and managed services. To make sure that your employees’ experience with Dynamics 365 for Customer Service is uninterrupted, we provide support and maintenance services (as well as managed services). Within their scope, we not only monitor the health of your system but also fix bugs, support users, perform security audits and create patches for uncovered breach points, enhance your system’s functionality, and much more.