Microsoft Dynamics 365 for Customer Service

Overview

Microsoft Dynamics 365 for Customer Service helps companies create loyalty and advocacy by creating great customer service experiences. It will empower your company to deliver an omni-channel, throughout service for both agent and self-assisted customer service. Supporting the omni-channel enables consistent experiences across any combination of self and assisted service engagements.

Microsoft Dynamics 365 for Customer Service also provides a portal for self-service and peer-to-peer community support, allowing a smooth and continuous transition to both close agent interactions and field service when there is the need for onsite assistance.

It provides agents with the resources they need to provide fast and effective service and gives employees at every level of your company the information they need for performing their tasks and communicate as a team so that everyone has the best possible impact on business outcomes.

Capabilities

Core Customer Service Capabilities

Case Management
Unified Service Desk (USD)
Interactive Service Hub
Email 2 Ticket
CRM Portals
Voice of the Customer

Advanced Customer Service Capabilities

CTI Framework
IoT and Machine Learning
Social Engagement
Power BI, Advanced Analytics
Skype for Business/Yammer
Partner Solutions
Chat, co-browse, video, click2call

Did you know?

90% of consumers expect consistency and continuity across channels
72% expect agents to know who they are, what they’ve purchased, and have insight into previous engagements
8.4% of contact centers are omni-channel capable

Benefits

Earn the loyalty of your customers

Make sure customers have the best possible experiences, by providing personalized and relevant interactions across the whole customer journey through all possible channels and from any device.

Get the flexibility you need

Anticipate and get an accurate and deep understanding of the rapidly changing needs of your customers and adjust the pace of your innovation.

Make sure your employees have everything they need

Provide your agents with tools that easily accessible from a single application and allow them to provide a streamlined and personalized standard of service.

Capabilities

Create communities and provide self-service	Provide customers with the option to help themselves through self-service and community options, including access via third-party sites. Create your own searchable knowledgebase to provide your own branded, personalized content. Provide peer-to-peer support and community interactions, including direct interaction with subject matter experts. Make forums and blog platforms available with easy to use navigation and case deflection capabilities. Allow users to search through any combination of relevant knowledge articles, forum posts, and blogs. Automated community thread escalation to case capabilities. Responsive design optimized for mobile devices. Seamless transitions between self and assisted support with portal interaction history. Out-of-the-box configurations, easy to use tools for custom entities, and a rich set of SDKs. Dynamics 365 authentication, security, user roles and rights, with local and federated authentication options.
Engage with customers across multiple channels	Provide seamless customer interactions across multiple channels and from any device. The unified platform ensures consistency and context and delivers an easy to use, personalized and fast service to every customer. Get all the information you need about your customer, including past interactions, preferences and relevant data from third-party apps. Ensure every customer gets consistent experiences from every interaction with your business by sharing customer information across channels and interactions. Agents will get real-time access to relevant customer information, SLA timers and entitlements so that every contact with the customer is consistent, personalized and productive. Chat and co-browse will improve interactions with customers. Create personalized surveys and share them through a multiple delivery mechanism. CTI framework with several integrations and adapters currently in market. Machine learning detects social post sentiment and intent to automatically create and route as cases.
Empower your agents	Provide your agents with a single, unified experience that is accessible from any device and any location. Depending on the context, the interface will provide the agent with suggestions on what tool to use, information and assets from third-party applications, guidance, and data throughout customer interactions. Relevant knowledge articles will be surfaced by topic analysis and machine learning scenarios. Related cases will also be surfaced to help agents solve requests faster and improve first-time resolution rates. Make use of integrated knowledge, SLAs, agent scripting, entitlements, and recommendations. Set up and apply business processes and workflow. Provide agents with the ability to communicate among themselves and with subject matter experts, be it from internal or external teams. Provide context-sensitive guidance to help new users navigate the application and perform tasks specific to their role. Use gamification to improve performance and increase productivity. Take service directly to the customer any time it cannot be managed through other channels; a single platform for customer and field service spans case management through to work order completion.
Provide a smart service	Display insights are through interactive dashboards with powerful data visualization capabilities. Use dashboards to present role-relevant information, both real-time and historical through a visual user interface. Access data through interactive charts, including from third-party applications. Render new reports and visualizations with natural language capabilities. Identify cross-sell/up-sell opportunities. Explore what-if scenarios. Improve service metrics and performance. Identify best practices. Report on custom KPIs and metrics tuned specifically to your business.
Provide a single source of truth	Provide a single, universal database across all your channels and lines of business. Administrators can capture and create content from multiple sources. An approval workflow reduces duplication and redundancy risk. Quick Create functionality lets content creators, subject matter experts and agents quickly create content and submit it for approval. Build your knowledge base with community sourced knowledge enrichment scenarios. Use images and videos to improve your content. Articles can be scheduled for periodic review or expiration. Improve search results by associating articles with products, customer entitlements or other customer or account data. Provide customers the ability to provide feedback for any article. Knowledge articles are optimized for mobile devices.