Microsoft Dynamics Customer Service
Microsoft Dynamics 365 service management is designed to support incident-based services called Cases. Dynamics 365 also features a knowledge base to provide an area to store instructions, FAQ, and troubleshooting information to previous incidents for future use. If your service model is based on the number of incidents or purchased by the hour, service entitlements can be tracked in CRM by using the Entitlements entity. Entitlements have replaced Contracts in previous versions, though the Contracts entity still exists. Dynamics 365 also offers the ability to track key performance indicators (or KPI) to set a standard of service to provide to customers. These KPI’s can be managed by Service Level Agreements.
Microsoft Dynamics 365 for Customer Service
Technology is transforming the way customer service is being delivered. Microsoft Dynamics 365 for Customer Service enables your team to manage customer cases faster than ever before, providing the best service possible and keeping your customers happy and loyal. Dynamics 365 for Customer Service handles contracts, resources, work hours, unified service desk (USD), contacts, accounts, case management, and custom entities.
There are two sides of Microsoft Dynamics for Customer Service:
The Customer Service App, which is best utilized on a desktop browser for case management.
The Customer Service Hub, which can be used on both a desktop browser and mobile device for managing knowledge articles and case management. What sets the Customer Service Hub apart from other solutions is that is built on the Unified Interface Framework, allowing for fast, responsive web design on any device, anywhere.
Microsoft Dynamics 365 for Customer Service enables your company to build customer trust, loyalty, and insight, while also enabling your sales, service, and marketing professionals to be as productive as possible.
Microsoft Dynamics 365 is designed to break down the silos between ERP and CRM, enabling greater productivity and delivering insights like never before. Microsoft is helping organizations expedite their digital transformation through the strength of Azure, the common data model, and a new application platform including: Power BI, advanced analytics, and IoT.
features
The following core features of Dynamics 365 for Customer Service are available starting from the least expensive plan (Professional).
Omni-channel. Dynamics 365 for Customer Service covers multiple communication channels: phone calls, email, web, chats, social networks, SMS, and even IoT sensors. In social networks, Dynamics recognizes sentiment and intent in customers’ posts, finds customer problems and automatically converts them into cases. And in case with IoT sensors, Dynamics can watch the readings from your products in use and inform their owners if possible breakdowns are detected.
Case management
Case management. This feature allows you to set up a case management process supporting everything from case creation to case assignment, escalation and resolution. These actions can be performed automatically if certain pre-defined rules are met. The case record conveniently provides agents with all necessary information: case details, contact/account info, and business process flow (case stages) additional info. Also, case records display activities associated with each case, relevant posts, notes, reminders and contain a knowledge base search option.
Knowledge management
Knowledge management. Accessed in a separate tab or directly in the case record, knowledge articles help agents find answers to customers’ questions faster. Agents can also email articles to customers. And some knowledge articles can even serve as a basis for a self-service customer portal. Apart from that, Dynamics offers a convenient visual editor to create and manage articles easier.
Service Level Agreements (SLAs) and entitlements
Service Level Agreements (SLAs) and entitlements. To manage customer service better, Dynamics 365 allows working with SLAs and entitlements. SLAs define how fast cases need to be resolved and whether they should be escalated. Entitlements illustrate customers’ rights for different types of customer service (e.g., phone support only, phone + email or exclusive support across all communication channels). To monitor response/resolution time limits promised by each type of support, you need specific SLAs for each entitlement.
Templates
Templates. To facilitate agents’ work and make it even more productive, Dynamics 365 for Customer Service provides a possibility of using templates for emails, entitlements and articles. So, instead of writing text for these 3 entities anew each time, agents can save time by using pre-written templates. Note that email templates still use customers’ names and other data to avoid impersonal communication.
Dashboards and reports
Dashboards and reports. Watching over all the key customer service metrics, Dynamics 365 for Customer Service provides you with the ability to check the vital performance values of your customer service department. You can easily see such reports as, for example, the number of incoming cases broken down by a communication channel, agent or priority. These reports are available in the form of insightful dashboards.
