Dynamics 365 for Customer Service

Earn lifelong customers

Provide seamless service to your customers by providing your agents complete visibility into customer and product/service information enabling them to respond quickly and relevantly. With Microsoft Dynamics 365 for Customer Service organisations are able to offer a combination of best-in-class self-service, peer-to-peer service and assisted services that leads to customer loyalty.  

Capabilities of Dynamics 365 for Customer Service

Dynamics 365 for Customer Service offers a suite of capabilities to ensure your organisation can deliver the best service experience to customers. Dynamics 365 for Customer Service includes the following agent capabilities:

  • Track customer issues and cases.
  • Record all case interactions.
  • Share information in the knowledge base.
  • Create queues and route cases to the right channels.
  • Create and track service levels through service-level agreements (SLAs).
  • Define service terms through entitlements.
  • Analyse and manage performance and productivity through reports and dashboards.
  • Create and schedule services.
  • Participate in chats.
  • Manage conversations across channels.
  • Minor issues are quickly addressed and resolved with AI-powered virtual agents.
  • Collaborate and leverage insights from experts via the community portals.
  • Intuitive help desk solution.

Benefits to your business

Agents can enjoy a  user-friendly and intuitive user interface that enables them to work quickly and productively, with the following benefits to your business:

Personalised customer service engagements: Ensure consistent and connected interactions with customers across all of your service channels from a unified agent desktop. Anticipate customer needs with a complete view of conversation summaries, support history, and recent cases.

Optimise service with actionable insights: Gain powerful insights into your company with Power BI integration that enables dashboards, analytics and reports. Benefit from comprehensive support insights with built-in AI that detects trends and automation opportunities. 

Improve agent satisfaction in service delivery: Take customer requests from any channel, handle numerous sessions at a time, interact with multiple apps without losing context and enhance productivity with workflows.

Discover Microsoft Dynamics 365

Find out how to leverage the power of Microsoft Dynamics 365 suite of solutions:

Are you interested in quickly responding to customer and market changes and increasing your loyal customer base? Fill out the form or call us on 1300 797 838 to speak to a certified Dynamics 365 consultant.