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Customer Service

Earn customers for life

Build brand affinity and customer loyalty with Dynamics 365 Customer Service. Empower your teams with the streamlined data and unified technology they need to deliver seamless, personalized experiences.

Microsoft Dynamics 365 for Customer Service supports the multi channels, which enables consistent experiences across any combination of self and assisted service engagements. Dynamics 365 Service module provides a robust portal for self-service and peer-to-peer community support, with seamless transitions to high-touch agent interactions, or field service when there is a need for onsite help.

The service module in Dynamics 365 provides entire end-to-end automation of the cases handling, resolution, and management. Applications, Complaints, inquiries, suggestions, and feedback are generalized into ‘Case’ in Dynamics 365.

Following is the panoramic view of the Dynamics 365 case management capabilities.

  • Case Management (Renewal request, Issuance request, Violation)
  • Case Assignment, Status and Audits
  • Issue Logging
  • 360-degree Customer View
  • Knowledge Base
  • Service Level Agreements
  • Service Schedule
  • Service Catalogue
  • Approvals and Workflows
  • Activity and Notes management
  • Auto-response management
  • Email, Call, SMS integration

Empower your teams with enhanced productivity tools

Improve customer engagement by analyzing operations and interactions using Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences.

Manage and enable agents to be more productive and to avoid escalations. Make smarter recommendations with agent facing bots that use contextual data about customers and your business.

Automatically assign cases to the agent best equipped
to resolve them by using custom entity routing embedded in
Customer Service Omni channel capabilities.

Response to customer feedback submitted through surveys after every service engagement by combining customer data with survey insights from Customer Voice, included with Customer Service.

Dynamics 365 Customer Service Insights

Use AI for customer retention and satisfaction Build loyalty by resolving emerging issues before they impact more customers. Gain a comprehensive understanding of customer satisfaction score drivers and use AI insights to implement datadriven improvements.

Track, inquire and improve operational efficiency Streamline operations with case resolution insights, backlog trends, and historical comparisons to evaluate performance and business impact. Monitor case volume and incoming support topics to optimize agent productivity.

Dynamics 365 Virtual Agent for Customer Service

Configure and Enable chatbots for customer service Utilize the capabilities of Power Virtual Agents to deliver exceptional customer service. Create powerful chatbots—without the need for developers or data scientists— by using a guided, no-code graphical interface.

Enable automation to address complex scenarios Integrate Power Virtual Agents with the products and services you use every day hundreds of prebuilt connectors, by building custom workflows using Power Automate, or creating complex scenarios with Microsoft Bot Framework.