Dynamics 365 for Customer Service is another example of how Microsoft are bringing collaboration to businesses.
Traditionally, Customer Service may have operated without sight of the rest of a customer’s interactions with the business. With this app, users can raise cases but see what else is happening e.g. outstanding invoices, pending complaints or enquiries, recent feedback etc. and be guided through the best next action. It vastly improves customer service, but also increases opportunities. The unified platform makes customer information available across all relevant roles and departments with one single customer view. It can be accessed anywhere via Outlook with full read across all Dynamics 365 Applications. At an edit level, processes include Enterprise Case Management, Unified Service Desk, Customer Service Agents Queues and Scripts, Customer Service SLAs and Entitlements, Contracts and Contract Templates, Facilities and Equipment, Services, Resources and Work Hours. It also includes Non-Production License, Social Engagement, Knowledge Management, Mobile Offline, Voice of the Customer and Team Member capabilities.
Tomorrow we’ll give you the lowdown on what the Project Service Automation App is all about.