Microsoft Dynamics 365 Customer Service

Dynamics 365 for Customer Service (formerly part of Microsoft Dynamics CRM) enables 360-degree view of every customer’s journey that allow agents to anticipate and personalise every interaction with the customer.

Capabilities of Dynamics 365 Customer Service

Personalise services with 360-degree customer views
  • Personalise every interaction and anticipate customer needs with 360-degree view of each customer’s journey.
  • Interact with customers on their preferred channel, whether it is via chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line and more with the built-in omnichannel capabilities.
  • Create a single and consistent service experience with a thoroughly documented journey of each customer, so every customer receives a unified experience even if the case is transferred between agents or across channels.
  • Search knowledge articles for quick and fast response.

Empower your team with enhanced productivity tools
  • Empower agents to be productive and minimise case escalations with smart recommendations.
  • Resolve complex cases quickly regardless of job function or location with cross-company collaboration.
  • Optimise agent’s performance and improve customer engagement with insights and sentiments of each interactions.
  • Automatically route cases by topic or channel, so that the best-equipped agent can resolve the issue quickly.
  • Measure and act on customer feedback with input submitted through surveys after every service engagement.

Unify technology to get more from your data
  • Common Data Service - Real-time information from one single source, with business data being continually updated from different business apps into and out of the same data lake.
  • Common Data Model – All team members are referencing to the same customer data as with other departments within the company across all business processes and apps.
  • Dynamics 365 AI – Reveal insights from your data with industry-leading AI apps including Microsoft Power Virtual Agents, Customer Insights and Customer Service Insights.

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