Utilitarian Features of Dynamics 365 for Customer Service

Dynamics 365 has proven to be a useful business solution suit to client companies. The various utilitarian functionalities, served by its specific branches helps a company or an organization develop, grow and expand. Here, we are going to be discussing how one of its applications, namely Microsoft Dynamics 365 for customer service helps the users.

Features of Microsoft Dynamics 365 for Customer Service that you must utilize:

Customer service is one of the most important departments of a business; given customer satisfaction is directly proportional to the profit you make a company. Even when Microsoft dealt with CRM and ERP differently, Customer service was one of its strengths. Now with advanced Dynamics 365 for

Customer Service features, you can enjoy the following benefits:

1. Customer Service Hub: the “Customer Service Hub” is a new and advanced version of “Interactive Service Hub” that was actively used before Microsoft Dynamics 365 was released. Precisely, it was one of the features of Dynamics CRM 2016.

Primarily, Customer Service Hub provides the service team with a platform with a unified interface, where the team can share, update and notify each other about issues and project related information. Its best advantage is that it’s interactive, thus not only can you view the data but modify it as well. Click on the relevant part of the dashboard and change it as you like.

One of its most interesting features is that you can see all the activities performed on the selected case and keep a record, by clicking on the ‘Timeline’ option in the case record.

2. Reach out to the customers: when it comes to the flourishing of a business, it is absolutely depending on the customer or client feedback. In order to find out the strength as well are the areas, in need of development, of your company, you need to look into your customer feedback section. It is, indeed, the fastest way to realize the loopholes and to fix them. There is one particular feature called “Voice of the Customer” which brings in some useful tools owing to which you can not only gather feedbacks and store them in your Dynamics 365 instance. You can find more about it from Microsoft Dynamics 365 for Customer Service demo.

3. SLAs: SLAs or Service Level Agreements are written agreements that are made between the customers and the company in service. This agreement determines the level of support a client is entitled to. With SLA, a customer case will have the detailed of the agreement mentioned in a tab at the bottom of the active timers, as the case is made. Again, you can know more about the particularities from the Dynamics 365 for Customer Service demo.

4. Knowledge Articles: this is another one of the Dynamics 365 for Customer Service features. This feature can be used by Customer Service teams to classify information regarding problem solving. The following are the benefits of managing information through knowledge articles:

• This feature has translation capabilities.
• The articles can be shared with the customers or clients.
• The articles, thus prepared, can be stored in different versions.

5. Entitlements: this is a feature under which Dynamic 365 for Customer service defines the type of support a particular client is entitled to. It specifies the terms and conditions including the hours of support a client owes or contain information regarding the number of raised and solved cases. Entitlement records can also be linked to the SLAs which provide the customer with all the service and support terms in one place. The calculation of the remaining cases or hours is automatic, allowing the customer service team to focus on the problem solving only.

6. Automatic Case Creation: automatic case creation allows you to directly channel the case records from the support mailbox to relevant queue. For this, you have to have a separate support mail box, where the clients can drop their mails, and set up automatic case routing in Dynamics 365. This feature also allows you to set up auto-response, owing to which your customers will know that their problems and cases are being addressed and resolved.

These are few of the Dynamics 365 for Customer Service features. To know more about them and to be able to use them to the fullest, ask for a Microsoft Dynamics 365 for Customer Service demo.

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