With insight from every department in one screen, customer service teams can make the most of every conversation and solve problems more effectively. Likewise, feeding customer service interactions back into the system, opportunities and issues can be flagged for other departments.
Reflect the way customers want to interact with Omni channel engagement informed by a 360 view of each customer.
Create a hierarchy for response with self-service information and communities with a seamless transition to assisted support.
Enable predictive customer service using data analytics built into your customer service software that identifies trends, forecasts opportunities and provides insight via interactive dashboards and data visualisation.
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 can be accessed anywhere via Outlook with full read across all Dynamics 365 Applications.
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