Customer Service

Dynamics 365 for Customer Service Features

  • Unified platform for cross channel visibility of all communications.
  • Customer Insights with a 360-degree view in a customized dashboard.
  • Personalization and customer escalation based on the previous history.
  • 24×7 help with AI-powered Bots, Community Support and Help knowledge base.
  • Real-time Support accessible across all platforms and devices.
  • Role tailored customization of dashboards to ensure more informed agents and managers.
  • Quick escalation and customer classifications to ensure better Support at all levels.
  • Machine learning and advanced analytics-driven help forums and communities to provide speedy resolutions while reducing human interactions.
  • Single knowledge base for all levels and channels of Support.
  • Social Media, Chat, Call history, etc. are all stored at a unified support panel.
  • AI and analytics-driven improvements of the knowledge base for continuous improvements.
  • Real-time view of all critical metrics, services, and interactions on a customized dashboard.
  • AI-driven intent detection of Social posts for customer classification.
  • Machine Learning enabled articles and help guidelines.
  • Recent trends, highlights and KPI’s on one single dashboard for informed decisions.
  • Track Cases By Agents, Customer Classification, Urgency level, Escalation, etc.
  • Easy to escalate cases with inter-channel escalation capabilities.
  • Omni-Channel communication dashboard brings communications across all platforms in one place.
  • If you have a team of technicians or support staff working on the field, D365 enables you to connect your field service team with other support teams.
  • Seamless communication between on-field and back-office teams.

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