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Microsoft Dynamics 365 for Customer Service

Microsoft Dynamics 365 for Customer Service enables your team to provide fast, personalized service and support. Engage on any channel or device using multi-channel capabilities including email, web, chat, social and more.

Built-in intelligence guides agents to next best steps by displaying suggested actions. The sales team is kept updated with real-time notifications. Managers can view service performance at-a-glance from rich dashboards.

We have helped many organizations evaluate, plan, implement and support Microsoft Dynamics 365 for Customer Service. Our guidance goes beyond the technology to solve real customer service challenges.

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Case/Ticket Management

Manage issues from inception to resolution.  Assign resources, track activity and enforce SLA’s to assure customers receive world-class support.

Multichannel Engagement

Engage customers on any device and from multiple channels. Phone, email, SMS, web, chat and social channels lets customers engage on the channel they choose.  

Customer Portals

Deploy customer portals to enable customers to securely login and create or update tickets, view the knowledgebase, manage assets and more.

Knowledgebase

Speed resolutions by deploying a powerful knowledgebase. Agents can easily search the knowledgebase or let Dynamics 365 make recommendations on relevant articles. 

Contracts & Service Level Agreements

One place to manage both contracts and service level agreements. Make sure your agents are providing the agreed to level of service. Use SLA’s to ensure service is provided on a timely basis. 

Visibility & Insights

Real-time dashboards, alerts and powerful reporting capabilities assure you are always informed.

Case/Ticket Management

Track your cases efficiently and act on them quickly in the Customer Service Hub application.

Creating and managing a case can’t be any simpler. With the intuitive case form in the Customer Service Hub, you can do all your important tasks and actions without navigating to different parts of the application.

You can capture important information about customers, interactions you’ve had with them, and all related records of the current case in one single place.

Multichannel Engagement

Make it easy for customers to engage on the channel they choose with multichannel engagement.

  • Email – Using Dynamics 365 for Microsoft Outlook App agents can promote an email to a case with a single click. All future replies will be automatically captured on the case.
  • Queues – Setup queues with unique email addresses to automatically create tickets from inbound emails.
  • Web Forms – Setup web forms to create tickets. 
  • Chat – Turn website chats into tickets 
  • Portal – Enable customers to login to a secure portal and create/manage tickets.
  • Social – Using Microsoft Dynamics 365 for Marketing, social posts can be promoted to tickets.

Ready to see a live demonstration?

Let our experts show you a day-in-the-life of your business with Dynamics 365 for Customer Service

Portals

Offer self-service to your customers and reduce your costs using portal capabilities for Microsoft Dynamics 365 Customer Service.

Give customers access to case management, knowledgebase, product/service content and more.

Virtually any record type in Dynamics 365 can be exposed on the portal. 

Portals are available out-of-the-box and can be highly customized using the portal framework in Dynamics 365.

Knowledgebase

Reduce call handling times with knowledge articles in the Customer Service Hub application.

With the new Dynamics 365 knowledge management module, you can create and manage knowledge articles that your users may be looking for.

Knowledge articles can address any number of issues your customers encounter while using your organization’s product or services. Types of knowledge articles can include solutions to common issues, product or feature documentation, answers to frequently asked questions (FAQs), product briefs, and more. Use the rich text editor to create knowledge articles, format your content or embed videos and images.

Visibility & Insights

Powerful, interactive analytics assure agents and supervisors know what’s happening. 

Use the built-in dashboards and reports or leverage Microsoft PowerBI to take your analysis to a new level. 

Real-time alerts keep everyone informed and proactive.

Microsoft Dynamics 365 for Customer Service Professional

Customer Service Functionality
$ 50
  • Per user/month
  • All Customer Service Functionality

Microsoft Dynamics 365 for Customer Service Enterprise

Customer Service Plus Additional Capabilities
$ 95
  • Per user/month
  • All Customer Service Functionality

Microsoft Dynamics 365 for Customer Service Add-Ons

Sales/Field Service Modules
$ 20
  • Per module/user/month

Ready to transform your Customer Service?

Our FastTrack for Dynamics 365 is a fixed cost, rapid time to value implementation service. Get up and running in a fraction of the time and at a fraction of the cost of other providers.

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