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Microsoft Dynamics 365
Customer Service

Dynamics 365 Customer Service offers suite of capabilities to ensure your business can deliver the best customer service experience possible to your customers. We believe that knowing your customers enables you to personalize each experience and optimizes your agents’ productivity so you can earn customers for life.

The agent experience is the heart of Dynamics 365 Customer Service. The key to improving satisfaction in service delivery is enabling agents to take customer requests from any channel, handle multiple sessions at a time, interact with multiple apps without losing context, and enhance their workflow with productivity tools.

Customer Service offers several app experiences for you to choose from, depending on your support organization’s needs.

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

Participate in chats

Define service terms through entitlements

Collaborate with experts in Microsoft Teams

Manage performance and productivity through reports and dashboards

Use AI-driven embedded insights and analytics to improve customer satisfaction

Create and track service levels through service-level agreements (SLAs)

Create and schedule services

Administer Customer Services

You can configure and manage the different capabilities in Customer Service by using any of the following apps. While you can use any of the admin apps to set up the features in Customer Service.

Dynamics 365 Customer Service

Helps in managing the different features of Customer Service in one place. You can configure all the features of the customer support, operations, and agent experiences through the new app. You can manage core customer service and other features, such as service terms, service scheduling, and all the channels in Omnichannel for Customer Service.

Dynamics 365 Omnichannel

Helps in managing all your chat and digital messaging channels, including the voice channel. You can configure enterprise-grade routing and assignment capability by using the unified routing infrastructure to route service requests on all channels.

Customer
Service Hub

Helps in managing knowledge articles and routing of cases and is available for use on desktop browsers and mobile devices. Use the Service Managementsite map to set up features, such as case management, queues, routing rules, service terms, insights, and service scheduling.

App Profile
Manager

Helps in creating and managing targeted app experiences for agents and supervisors as an alternative to building and maintaining custom apps. You can create custom profiles with specific session templates, conversation channels, and productivity tools. You can then assign these profiles to agents and supervisors who use the Customer Service workspace and Omnichannel for Customer Service apps.

Omnichannel
Administration

Helps in setting up and managing the chat and digital messaging channels and other features in Omnichannel for Customer Service. The following table provides the features that can be configured through the admin apps.

Accessibility and GDPR in the Customer Service Apps

Customer Service is committed to inclusive design and accessible content. The apps are designed around accessibility to help all users be effortlessly productive.

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