Dynamics 365 Customer Service

Dynamics 365 Customer Service offers a suite of capabilities to ensure delivery of the best customer service experience possible to your customers. 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.

Summary of Key Capabilities:

  • 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 Al-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
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Here are some customer benefits by using Dynamics 365 Customer Service:

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Make agents’ work effortless

All-in-one multisession agent desktop experience. Case management for an end-to-end customer journey. Bring experts together to quickly resolve complex cases through embedded Microsoft Teams and intelligent case swarming. Help agents with real-time insights, visibility into active conversations, and proactive recommendations. Increase first-contact resolution with intelligent unified routing that classifies issues and assigns them to agents with the right skillset.

Enable intelligent self-service

AI-powered virtual agents and chatbots provide answers in real time. Conversational chatbots quickly and easily create in-house solutions with no-code to low-code. Routine tasks and sophisticated transactions can be automated. Knowledge articles can provide customers with immediate access to the content they need. Personalized community portals allow collaboration, tip sharing, and rich insights from other users and experts.

Optimize service operations

With precise insights into customer engagement center performance, track KPIs and identify opportunities to enhance CSAT. Conversational analytics enable detection of emerging trends and identifying opportunities for improvement across support topics, agent-customer interactions, and knowledge management. Manual processes can be eliminated by Robotics process automation, which comes with more than 700 prebuilt flows and add custom data connectors to your ecosystem. Comprehensive reporting monitors your success using unified KPIs and analyzing agent actions with knowledge search insights.

Meet customers where they are

Phone systems for agents to assist customers can be quickly set up on a scalable platform built, owned, and operated by Microsoft. Fast service to customers delivered on their digital channel of choice, whether it’s through email, text message, social network, or virtual assistant. Real-time translation allows you to effectively communicate with customers in the language of their choice. Sentiment-based routing routes the case to the right agent every time based on the customer’s emotions and needs.

View Our Marketplace Offerings:

Catalyst Envision and Innovation Workshop

Catalyst Envision and Innovation Workshop for Microsoft Dynamics 365 Customer Service

What is the Catalyst Envision & Innovation Workshop? This is workshop that will become your first step toward understanding if Business Applications and Microsoft Dynamics 365 Customer Service can help you meet your priorities and identifying the best way to build velocity in towards this journey. At the end of the workshop, Covenant will deliver a executive summary and provide a presentation to your team on the next steps.

Contact Us for More Information on our Dynamics 365 Customer Service Consultation!