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.

Omnichannel

Enable end-to-end customer service engagements across channels on any device.

Capabilities:

• Enable agents to anticipate needs with a 360-degree view of the customer's journey.  A full history of interactions, user preferences, and relevant customer information can be incorporated from third party applications.
• Interact with customers seamlessly over social, email, and messaging.
• Built-in workflows, real-time insights, SLA timers and entitlements, and collaboration with internal and external agents.
• Leverage machine learning scenarios which will detect social post sentiment and intent, and automatically create and route as cases to expedite case closures.
• Drag-and-drop survey designer, theme editor, and rich design logic make it easy to create personalised surveys with multiple delivery mechanisms.
• CTI framework with several integrations and adapters currently in the market.

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.

Capabilities:

• Intuitive navigation with case deflection capabilities, community discussion forums, and blog platform.
• Optional federated search presents results from any combination of relevant knowledge articles, social posts, and blogs.
• Automated community thread escalation to case capabilities.
• Responsive design optimised for mobile devices.
• Seamless transitions between self and assisted support.
• In addition to out-of-the-box configurations, admins can create entities with easy to use tools, and a rich set of SDKs enable developers to easily build apps as well.
• Portals leverage CRM authentication, security, user roles and rights, and either local authentication or federated authentication through a variety of providers.

Agent Enablement

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.

Capabilities:

• A dynamic interface optimised to drive the next best action contextually serves up tools, guidance, and data to agents throughout the interaction, including information or assets from third-party applications.
• Topic analysis and machine learning scenarios surface relevant knowledge articles and related cases to help agents solve cases faster and improve first-time resolution rates.
• Boost productivity with business processes and workflow, integrated knowledge, SLAs, agent scripting, entitlements, and recommendations.
• Speed up a resolution and avoid escalations by using collaboration tools to connect agents with peers and subject matter experts across internal and external teams.
• Provide context-sensitive guidance to help new users navigate the application and perform tasks specific to their role.
• Reward optimal behaviours with gamification to improve performance and increase productivity.
• Take service directly to the customer any time it cannot be managed through other channels; a single platform for customer and field service case management through to work order completion.

Unified Knowledge

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.

Capabilities:

• Build your knowledge base with community-sourced knowledge enrichment scenarios.
• Use rich media, such as images and videos, to increase first-time resolution rate.
• Articles can be scheduled for periodic review or expiration to ensure content is always current.
• Improve search and discoverability by associating knowledge articles with products, customer entitlements, and other customer or account data.
• Knowledge articles are optimised for mobile devices, and end users can provide feedback by rating content.
• Knowledge analytics drives article efficiency and identifies potential areas for adjustments and augmentation.

Service Intelligence

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.

Capabilities:

• Role-tailored dashboards present real-time and historical data through a visual interface.
• Drill into data via interactive charts and include data from third-party applications for deeper business insights, analysis, and exploration.
• Use natural language capabilities to instantly render new reports and visualisations.
• Use service intelligence to identify cross-sell/Up-sell opportunities, explore what-if scenarios, improve service metrics and performance, and identify best practices.
• Report on custom KPIs and metrics tuned specifically to your business.

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.

• Can create, access, and perform CRUD (create, retrieve, update, and delete) operations on Services.
• Can create, access, and perform CRUD operations on Service Activities.
• Can access Schedule Board.
• Can create, and access Facilities and Equipment.

Customer Service Representative (CSR)

This role can create and schedule service activities.

• Can create, access, and perform CRUD operations on Service activities.
• Can access Schedule Board.
• Can create, and access Facilities and Equipment.