Dynamics 365 Customer Service from Microsoft

Dynamics 365 Customer Service enhances customer support. Thanks to artificial intelligence, application users can provide their customers with personalized services, all through a single platform that can be integrated with multiple external systems.

Dynamics Customer Service Capabilities

Customer Service Center

Microsoft Dynamics 365 Customer Service is a tool that can be seamlessly integrated with other external systems, creating a 360-degree view of the customer. The tool can be customized to meet specific needs, thanks to visual editors that enable application building. Dynamics 365 Customer Service enables multi-channel customer support with messages from platforms like Facebook Messenger, SMS or WhatsApp all coming to one place.

Case Management

Microsoft Dynamics 365 Customer Service allows for the automatic creation of cases, which are sent directly to the system via email or a website. The system assigns cases to specific users according to predefined rules and associates cases that are related in some way to each other. With this solution, Dynamics 365 Customer Service users have access to all case information along with the interaction history with the customer in one place.

Knowledge Base

The knowledge base in Dynamics 365 Customer Service is a collection of helpful information such as files, instructions, articles, or videos. This solution provides constant and easy access to all resources, which speeds up case resolution and the onboarding of new employees.

Real-Time SLA Monitoring

Service Level Agreement (SLA) can be used to manage services provided to customers. This feature allows for prioritizing case handling to respond more quickly to high-priority cases.

Customer Behavior Reporting and Analysis

The application provides insights into essential customer support-related metrics and parameters. Dynamics 365 Customer Service generates reports with key user-centric data. Through navigation dashboards, employees have constant access to report data.

Omnichannel Approach

The system supports and automates sales through multiple sales channels, monitors customer satisfaction and assists in maintaining customer relationships. This solution ensures integration between sales channels, giving agents real-time data access. Our solution aligns with the omnichannel approach.