In order to provide the best support for your customers, having the right tools is crucial. We often see within customer service teams, that time is wasted passing queries between employees, repeatedly responding to common problems, or searching for previous conversations with customers to follow on from.
Microsoft Dynamics 365 Customer Service allows businesses to manage their customer service activities from one application, deliver faster and more personalised support, quickly resolve issues, exceed client expectations, and more. Ultimately, ensuring customers get the right support, from the right person is key.
Key benefits of Dynamics 365 Customer Service
Dynamics 365 Customer Service Features
- Provide support in the way you want, whether that is enabling your clients to carry out self-service support via a branded Portal, or communicate with your representatives via Email, SMS or Live Chat
- Case management capabilities allow you to queue, route, and escalate cases based on priorities and customer service representative
- Manage multiple customer conversations simultaneously, maintaining full context, history across channels, service preferences, and more
- Enable customers to self-serve through community resources and knowledge articles or easily request support via a secure portal
- Seamlessly automate conversations customisable artificial intelligence (AI) chatbots, using Power Virtual Agents

- AI-driven productivity tools that ensures staff have the right information, at the right time
- Entitlements & SLAs track support usage and ensure that service commitments are being met in a timely manner
- Leverage intelligence capabilities to optimise your staffing levels or allocate resources based on trending issues and skills required
- Integrate with Dynamics 365 Sales to align your teams and enable them to deliver a connected experience across the customer journey
- Leverage Dynamics 365 Customer Voice, a feedback management tool to create surveys and track responses. Use this data to analyse trends, better understand your customers, make more informed decisions and improve overall customer satisfaction

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