Microsoft Dynamics 365 for Customer Service helps organisations leverage built-in intelligence that delivers a more rapid, more personalised service, and adds value to every customer engagement.
Help deliver an outstanding customer service experience, including:
Enable end-to-end customer service engagements across channels on any device.
Self-Service & Communities
Utilise support portals to deliver consistent, up-to-date answers, and community experience for peer-to-peer support, direct interactions with subject matter experts or ideation.
Help agents manage customer support issues effectively, provide insights on managing all related correspondence documents, and quickly resolve customer complaints or service issues. Empower agents to be more productive and deliver value at every touchpoint with a single, unified experience on their desktop or mobile device.
Develop and manage a unified knowledge base to help agents find answers to customer questions quicker. Knowledge base administrators can create and manage articles from multiple sources, and an approval workflow ensures accuracy and mitigates risk.
Relevant data provides you with the ability to check the vital performance values of your customer service department. Insights are displayed through interactive dashboards with powerful data visualisation capabilities. this tool empowers organisations to analyse reports such as number cases, agent, or priorities.
The Customer Service application provides tools for these key roles on your service team:
Customer Service Manager (CSM)
This role can set-up the service scheduling experience. CSM can access and set-up all service scheduling entities in the system.
Customer Service Representative (CSR)
This role can create and schedule service activities.
Professional Advantage, with 30 years of client success, is equipped to support your transfer to Dynamics 365 with our implementation processes. We take pride in our Dynamics 365 consulting teams’ outstanding professional services and expertise in unifying CRM and ERP capabilities to help you run your business end to end.