Dynamics 365 Customer Service

Elevate Your Customer Service with Dynamics 365

Elevate your customer service with Dynamics 365, offering seamless interactions and personalized support. Empower your team with AI-driven insights and automation to deliver exceptional customer experiences.

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Dynamic 365 Customer Service

The Customer Service module within Dynamics 365 CRM is designed to help organizations deliver efficient and effective customer support and service. It focuses on managing customer interactions, resolving issues, and enhancing overall customer satisfaction.

Benefits Of Dynamics 365 Customer Service

AI-Powered
Case Management
SLA Management
Cloud-based solution
Increased Productivity
Customer Service Hub
Knowledge Management
Predictive Customer Service
Data Security and

Features of Dynamics 365 Customer Service

Omni-Channel Engagement

Dynamics 365 Customer Service enables omni-channel engagement, allowing interactions via email, chat, social media, and phone. Ensure a seamless and consistent customer experience across all communication channels.

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Service Level Agreements (SLAs)

Organizations can define and enforce SLAs to set expectations for response and resolution times. This ensures that customer service teams prioritize and address customer issues within specified timeframes.

Automated Workflows

The module supports the automation of routine tasks and processes, such as case routing, escalation, and notifications. This helps streamline operations and ensures that customer issues are handled according to predefined business rules.

Case Management

Dynamics 365 Customer Service enables organizations to manage customer service requests through a centralized case management system. Support agents can create, track, and resolve cases, ensuring that customer issues are addressed in a timely and organized manner.

Knowledge Base

The Customer solution module includes a knowledge base where organizations can store and manage articles, FAQs, and documentation. This helps support agents to access relevant information quickly and enables customers to find self-service solutions.

Unified Service Desk

Dynamics 365 Customer Service includes a Unified Service Desk application, which provides a single interface for support agents to access customer information, history, and relevant tools. It streamlines agent workflows and enhances productivity.

Field Service Integration

For organizations with field service operations, Dynamics 365 Customer Service can be integrated with the Field Service module. This integration allows for efficient scheduling, dispatching, and management of field service activities

Self-Service Portals

Organizations can provide self-service options for customers through web portals. Customers can log in to access information, submit service requests, and track the status of their cases, reducing the need for direct agent intervention.

Integration with D365 Modules

The Customer Service module is seamlessly integrated with other Dynamics 365 modules, such as Sales and Marketing. This integration ensures a holistic view of customer interactions across the entire customer journey.

Frequently Asked Questions

Is Dynamics 365 Customer Service cloud-based?

Certainly, Dynamics 365 Customer Service is a cloud-based solution. The platform is hosted on Azure, Microsoft’s web services platform.

How secure is Dynamics 365 Customer Service?

GDPR compliance is ensured by Dynamics 365 Customer Service. A customer’s personal data can be corrected, erased, restricted from further processing, and more with the self-service portal.

Dynamics 365 Customer Service has a trial version?

Yes, of course. A 30-day free trial is available for Dynamics 365 Customer Service.

How does Dynamics 365 Customer Service work?

It requires Microsoft Edge, Internet Explorer, Google Chrome, or Apple Safari, and an operating system no older than Windows 7 for PCs or 10.10 for Apple devices.