Microsoft Dynamics 365 Customer Service is a cloud-based Customer Service automation software designed to increase customer satisfaction with personalized service and tools to automate support resolution. With complete case management and ticket management features, 360-degree customer view & a timeline that delivers a unified view of customer communications, speedy resolution with knowledge base, interactive dashboards, self-service customer portal and guided business process flows, the Microsoft Dynamics CRM application simplifies a customer service agent’s job, helps increase productivity and boosts customer satisfaction.
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Create cases or support tickets. Track the support incidents progress from the moment it has been logged and reported until it is resolved. Automatically create cases based on defined business rules and from multiple sources such as email, website and chat. Ability to convert an email from Microsoft Outlook to a case with a single click. Record key case information such as case subject and ID, request description, origin, full history of interactions with a customer. View similar cases or merged cases. Track activities against cases including emails, phone calls, and on-site visits. Use a knowledge base built into Microsoft Dynamics 365 Customer Service to resolve customer cases with ability to email KB articles to customers. Notify the customer of the resolution of the case via email or text. Microsoft Dynamics will automatically record the amount of time from creation to resolution and compare this against the defined SLA.
Microsoft Dynamics 365 Customer Service allows you to automatically assign support cases to appropriate users, or teams based on skills, workload, and availability. Use workflow to prioritize and route cases by service type, priority, and geographic location. Associate skills to customer service reps and set up rules to automatically route work items to them using skill-based routing. Pick cases from queues to work on cases or add cases to a queue such as an escalation queue that require priority handling. Create and manage trigger phrases or keywords that would route cases to the right queue and channel in Microsoft Dynamics 365. Set up routing rules to automatically route unopened and unattended cases to queues. Ensure that you are able to allocate the best qualified resource at your disposal to respond to the specific service request.
Assign entitlements to customers by number of cases, support duration or hours. An example of a support entitlement is 200 support cases per calendar year. Microsoft Dynamics provides the ability to associate a service level agreement (SLA) to record the service levels or key performance indicators for the support you’re providing with this entitlement.
Entitlements in Microsoft Dynamics 365 allow you to verify the service entitlement for a customer before providing support. Microsoft Dynamics provide the ability to charge a fee for a case if a customer does not have support entitlement for the case.
Microsoft Dynamics acts as a single place to manage both customer support contracts and service level agreements (“SLAs”). Keep track of support policies and decide the level of service or support that your business commits to provide to a specific customer. Dynamics 365 SLAs let you track common KPIs, like First Response Time and Call Resolution Time, for every case that's submitted. You can also create custom KPIs to track business-specific items that are important to your organization.
Examples of KPIs that you can track with Microsoft Dynamics 365 are
For each SLA, you can define in Microsoft Dynamics 365 Success Criteria (what determines that an SLA is met), Warnings (when a warning should be sent that an SLA may not be met and what the warning action should have) Success Actions (what happens if the SLA is met), Failure Actions (what happens if the SLA is not met). A success action for example may be a congratulations email to the Customer Service representative. A failure action may on the other hand may be automatic addition of a case to an escalation queue as well as an email to the service manager or the manager of the customer service representative. A warning action could be configuring Microsoft Dynamics 365 to automatically send areminder email to the agent who's responsible for the case to ensure they don’t miss the SLA with an alert of when the resolution of the case is due to meet the SLA.
In Microsoft Dynamics, you can setup different SLAs based on the severity of the case and based on other attributes like Customer Rating. The above table shows a representation of examples of what a Case SLA setup could be in Microsoft Dynamics 365 Customer Service.
Microsoft Dynamics 365 provides the ability to create and maintain knowledge base articles which may include solutions to common problems, product or feature documentation, answers to frequently asked questions (FAQs), product summaries, and other information. Author and edit content for knowledge articles using the new rich text editor. Use photos and videos in your articles to help explain things better and make them more engaging. Preview how the knowledge articles render on different devices before publishing. Utilize the relevance search to provide related and most appropriate articles/insights. Add keywords to your articles so they are easier to find when searching the knowledge base. Translate and publish knowledge articles in multiple languages for increased customer engagement. Source knowledge-based entries from your agents or your community and utilize workflows for approval and editing. Manage article versions, categories, translation, and publishing options. Collect customer feedback on articles, and schedule articles for periodic review. Track knowledge article analytics such as views, feedback, and rating of your knowledge articles to find out how they're being used.
Microsoft Dynamics 365 provides the ability to create and maintain knowledge base articles which may include solutions to common problems, product or feature documentation, answers to frequently asked questions (FAQs), product summaries, and other information. Author and edit content for knowledge articles using the new rich text editor. Use photos and videos in your articles to help explain things better and make them more engaging. Preview how the knowledge articles render on different devices before publishing. Utilize the relevance search to provide related and most appropriate articles/insights. Add keywords to your articles so they are easier to find when searching the knowledge base. Translate and publish knowledge articles in multiple languages for increased customer engagement. Source knowledge-based entries from your agents or your community and utilize workflows for approval and editing. Manage article versions, categories, translation, and publishing options. Collect customer feedback on articles, and schedule articles for periodic review. Track knowledge article analytics such as views, feedback, and rating of your knowledge articles to find out how they're being used.
Provide information access to your customers with a fully-featured self-service portal. Associate knowledge base entries with any other data from your CRM system (such as accounts, products, entitlements) for improved searching. Upload and manage existing information in the knowledge base. Track customer service request cases and keep a record of all related interactions across all channels of communication. Set up community forums to gather ideas, votes, and comments on suggestions from your users and allow them to hold discussions by posting messages on a forum or by replying to an existing topic thread. Provide your users with a platform to co-author multiple corporate or community blogs that would be informative and beneficial to other users.
Native Dashboards and reports in Microsoft Dynamics allow you to manage your organization’s customer service performance and productivity. Track historical operational metric reports and KPIs and filter available reports for which KPIs you would like to keep tabs on. Example of KPIs in Microsoft Dynamics. include cases resolved by agent by day/ week/month, SLA Compliance, Open Case Aging, Open Cases by Priority. Analyze cases in D365 by category, agent, date, customer, or any other dimension. Drill down to each existing case and activity to help resolve customer issues. Provide agents with intelligent recommendations concerning their next steps during the communication with customers. Managers can allocate resources based on popular channels, trending issues, cost per case, resolution rates and agent skill sets. In-line dashboards in Microsoft Dynamics provide ability to view reports based on the data as it is filtered and also ability to drill down into a section of the dashboard to see the data behind it.
Microsoft Dynamics dashboards can be created without any technical expertise and can include charts, tables, key filtered views such as such as Active Cases, Cases by Priority, Cases by SLA status. These allow for users to view key information easily along with the ability to take action quickly.
Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS. Channels available in Omni-Channel are
Proactive Chat in Microsoft Dynamics can automatically invite users to a conversation based on pre-defined rules such as amount of time spent on a page.
Capture feedback immediately across channels with personalized surveys to continuously track customers’ perception of your services and products using Microsoft Dynamics 365 Customer Voice. Track customer satisfaction score, net promoter score and other metrics. Collect, evaluate, and keep track of real-time feedback from customers in a scalable feedback management solution.
Make use of readily available survey templates that include question sets, workflows, and branding customization when engaging with your customers. Configure triggers in your business process to notify you and predict when customer satisfaction is decreasing. Using insights in Microsoft Dynamics, identify the areas that need to be improved to increase customer satisfaction. Find out more about customer sentiment and trends to ensure complete understanding of your customers. Display visualized insights in the customer profile dashboard for increased engagement and more effective marketing.
Microsoft Dynamics Customer Service is available in two editions.
Dynamics 365 Customer Service Professional is licensed at USD 50 per user per month for customers with core customer service requirements who need streamlined capabilities to provide support functionality. It also provides self-service customer portal and access to knowledge base for end customers.
Dynamics 365 Customer Service Enterprise is licensed at USD 95 per user per month and goes beyond core support functionality and meets the needs of more complex customer service processes. In particular, the enterprise license grants use rights that give users the ability to schedule and dispatch service, create teams and use the universal resource scheduler. Unified routing provides intelligent and automated routing and assignment capabilities to customer service organizations. This allows organizations to use advanced capabilities such as multi-stage classification rules and automated assignment based on agent availability, capacity, or specialization. Routing records, excluding Chat and Digital Messaging conversation records, are subject to a licensed capacity. Customer Service Enterprise includes unified routing with 50 record routes per user per month.
Users can be either licensed as Customer Service Professional or Customer Service Enterprise. It is not possible to mix and match the users in a single tenant of Microsoft Dynamics 365 Customer Service. Differences between D365 Customer Service Professional and D365 Customer Service Enterprise are in the table below.
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