Microsoft D365 for Customer Service

Microsoft Dynamics 365 Customer Service is a module for customer service automation that streamlines case and knowledge management, enables personalized service with a 360-degree customer view, and provides visibility into service agents' performance with dashboards and reports.

• Use Dynamics 365 Customer Service to:

  • Track customer issues through cases
  • Record all interactions related to a case
  • Share information in the knowledge base
  • Use unified routing to efficiently route work items
  • Manage conversations across channels, including voice
  • Use AI-driven embedded insights and analytics to improve customer satisfaction
  • Collaborate with experts in Microsoft Teams
  • Create and track service levels through service-level agreements (SLAs)
  • Define service terms through entitlements
  • Manage performance and productivity through reports and dashboards
  • Create and schedule services
  • Participate in chats