Dynamics 365 for Customer Service

Dynamics 365 for Customer Service Business Application helps businesses to build a strong relationship with customers. By working on customer satisfaction as a key role in businesses and organizations.

The Customer service application from Dynamics 365 provides more streamlined customer data and make use of unified technologies. To achieve seamless and personalized experience for all the customers and build brand affinity in the long run. With the use of services such as 360-degree Customer View and the use of the latest technologies such as AI and cognitive analysis. To get more details on every customer which can lead to improving productivity and empower agents simultaneously.

Dynamics 365 for Customer Service

D365 for Customer Service provides a powerful tool for organizations to strengthen customer loyalty. Along with this, it provides life-long relationships with improved customer service. Using the Customer Service application from Dynamics 365, businesses can improve operational efficiency and organizational productivity.

Dynamics 365 for Customer Service

Furthermore, some of the core features of Dynamics 365 include the addition of an enhanced timeline that shows all customer interactions arranged in a single path. Also, managing activities in the timeline will be faster and more responsive with improvements to data viewability and usability.

In fact, in the recent update to the Customer Service application, it is a part of this enhanced knowledge search that shows you the articles arranged in a single stream.

Features of Dynamics 365 for Customer Service

  1. Interact with customers on their preferred channels such as chat and SMS to email and phone to Facebook Messenger.
  2. Use of relevance search feature to provide the most relevant article for better results and understanding.
  3. Every customer receives a single and unified experience and results in better customer experience in the long run.
  4. With the use of Dynamics 365 Customer Insights, businesses can understand customer requirements deeper and provide a much-personalized experience.
  1. Dynamics 365 for Customer Services produces a dynamic interface optimized to drive the next best action contextually serves up tools.
  2. Dynamics 365 for Customer Service provides a single user interface for customer service agents to handle service interactions, using a desktop or mobile device.
  3. Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts.
  4. An added feature in the recent update includes service scheduling powered by Universal Resource Scheduling.
  5. Provides Enhanced customer service admin settings using Service Management.
  6. Access to Knowledge Base search control powered by Relevance search to deliver results.

Customer Service application unifies the way customers interact and experience your business, making information available across engagements so your customer agents can offer the consistency and personalized experience that customers expect.

There are two flavors of Dynamics 365 Customer Service –  Customer Service Hub and Customer Service app. The Customer Service Hub is a case and knowledge management app that’s built on the Unified Interface framework and the Customer service app designed for web and mobile clients.

Benefits of Using Dynamics 365 for Customer Service

1. Provides Omnichannel Capabilities

Omnichannel for Customer Service

Dynamics 365 Customer Service provides a 360-degree view of the customer’s activities and that includes the entire history of interactions, user preferences, and relevant information of the customers. It covers multiple channels such as a phone call, email, web, chats, social networks, SMS, and even IoT sensors. In addition to this,  customers can use channel integration capabilities to add more channels.

2. Provides personalized Customer Experience

Unlike many other customer service applications available in the market, Dynamics 365 Customer Service provides a more dynamic and personalized customer service experience to the end customers.

Provides Personalized experience

Businesses can understand the needs and behavior of every individual customer and treat them accordingly.  Thus every customer receives a single, unified experience, even if their case is transferred between agents or across channels.

3. Self-Service Capabilities

With the help of D365 for Customer Service, customer service managers can set up a self- service knowledge base. That will enable customers to easily access all the information needed.

This self-service functionality also reduces the call volume at the helpdesk. Since customers don’t need to connect helpdesk for every single issue. A much-enhanced portal and personalized dashboard will help customers to keep track of all the complaints they have raised and resolution. 

4. Cross-Company Collaboration

Dynamics 365 for Customer service helps to resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts. It is not only about providing services to individual customers but also about a company as a whole. With the help of a professional team from Microsoft and other service providers, your company can help resolve complex cases more quickly.

5. Use of Advanced Technologies 

Customer service application started utilizing Artificial Intelligence(AI) in its features. When you combine all the data in a single application, AI integration can reveal better insights into the data.

Use of Advanced Technologies

With the combination of Customer Service with industry-leading AI apps—including Dynamics 365 Virtual Agent for Customer Service, Customer Insights, and Customer Service Insights,  organizations now can achieve the impossible in customer service operations.

Licensing Guide for Dynamics 365 for Customer Service

Dynamics 365 for Customer Service provides customers with multiple levels of functionality that includes mainly two license types i.e. Customer Service Enterprise and Customer Service professional.

Dynamics 365 for Customer Service Pricing

D365 for Customer Service empowers businesses to provide a branded, personalized self-service experience. It leverages an organized, searchable knowledge base to deliver consistent, up-to-date answers. Customer Service Professional license is suitable for less complex scenarios with streamlined capabilities to provide core support functionality. 

Customers may mix and match both the licenses and use them as needed in the course of time. Also, it includes Microsoft D365 Customer Service Insights, licensed per user, that provides an actionable view into critical performance metrics, operational data, and emerging trends for customer service organizations.

Integrations for Dynamics 365 for Customer Service

Dynamics 365 CS can be strengthened by integrating it with other Dynamics 365 applications such as Dynamics 365 for Sales and Dynamics 365 for Marketing.

With the use of sales applications, customers can be provided with better insights into the sales and providing them with constant updates of the entire scenario. It will not only help to understand the customer’s needs but also help to increase sales with better customer service.

Similarly, if the marketing tool is integrated with the Customer Service application, marketers will be able to carry out more personalized campaigns. Based on customer demands and feedback. Marketing is an important component for every company and having strong support or integration from the customer service could lead to better results.