D365 for Customer Service
Microsoft Dynamics 365 Customer Service is a module for customer service automation that streamlines case and knowledge management, enables personalized customer service with a 360-degree customer view, and provides visibility into customer service department performance with dashboards and reports.
Dynamics 365 Customer Service Key Features
Case management
Automatic case creation: New cases for agents are created according to incoming requests submitted via email, web, phone calls, etc.
Automatic case routing: Cases are assigned to agents or queues according to predefined rules.
Key case information: Providing agents with key information about a case, including a case subject and ID, request description, origin, full history of interactions with a customer.
Merging similar cases: Allowing agents to combine multiple similar cases into one case according to predefined rules to keep track of them easier.
Reassigning a case: Providing a possibility to manually assign a case to another agent when different or deeper competencies are needed.
Knowledge management
Knowledge base for agents and customers: Enabling agents to create and manage knowledge articles for agents (accessed from the Unified Service Desk) and customers (via customer portal).
Knowledge base search: Allowing agents to access helpful information for quicker case resolution using Full-text search and Relevance search.
Service Level Agreements (SLAs) and entitlements
SLA: Defining how fast cases need to be resolved and whether they should be escalated.
Entitlements: Describing customers’ rights for different types of customer service (e.g., phone support only, phone + email or support across all communication channels). Each entitlement needs its own SLA.
Customer interaction management
Omnichannel: Helping agents simultaneously manage multiple conversations with customers through different channels such as chat, phone, SMS, social channels, etc.
Templates: Pre-written templates for emails, entitlements, and knowledge base articles.
Self-service for customers
Chatbots: Facilitating the resolution of typical cases without involving human agents.
Customer portals: Allowing customers to create or update tickets, view the knowledge base to solve issues independently, and more.
Analytics and reporting
Reports and dashboards: Displaying KPI information (e.g., total cases number, active, resolved, escalated cases) in configurable dashboards and providing customer service managers with various reports (e.g., the number of incoming cases broken down by a communication channel, agent or priority).
Customer Voice: Tracking, collecting, and analyzing real-time customers’ feedback.
Customer sentiment analysis: Automated measurement of the customer satisfaction level in real time based on the analysis of the last six messages from a customer.
Embedded Intelligence: Providing agents with intelligent recommendations concerning their next steps during the communication with customers.
Extra features
Unified Service Desk: Enables using multiple Dynamics 365 apps within one interface, which saves service agents’ time on tool-switching.
Gamification: Gamifying agents’ performance to create healthy competition and additionally motivate them for better performance.
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