For customer service
Dynamics 365 Customer Service: every case with an owner and a deadline.
Customer requests from email, phone, chat and the portal are recorded in one list of cases, with SLAs, a knowledge base and the customer's full history.
- SLA deadlines calculatedanything overdue is flagged
- Customer portalcustomers open and follow their own cases
- Dynamics 365 in-housewe use it every day for our own operations
What you get with Dynamics 365 Customer Service
Customer service measured against SLA deadlines.
Every channel in one place
Email, phone, chat and portal, in the same list of cases.
SLA
Deadlines by case type and customer, with an alert before they are missed.
Knowledge base
Good answers are written once and used by the whole team.
Customer portal
Customers open their case, follow it and find answers on their own.
Routing
The case is assigned to a team member, by category and workload.
Agents that prepare the work
The suggested reply comes from the knowledge base; the agent only prepares it.
The stages of a case in Customer Service
From the customer's request to resolution, with the SLA deadline shown on the case.
- 01
The request
From email, phone, chat or the portal.
Dynamics 365
- 02
Classification
Category, priority, SLA.
- Dynamics 365
- 03
Routing
To the right person, in Teams.
Teams
- 04
Resolution
With a reply from the knowledge base.
- Dynamics 365
- 05
Closing
The customer is notified, and the case stays in the history.
- Dynamics 365
SharePoint
Questions about Dynamics 365 Customer Service
What is a customer self-service portal?
A site where customers open cases, follow their status and find answers on their own, without calling. In Dynamics 365 it is built on Power Pages, or we build it to order.
Do you build the portal to order?
It depends: a custom portal connected to Dynamics, or the standard Microsoft portal on Power Pages.
Does it work with Teams telephony?
Yes, calls in Teams can come into Customer Service. We can show you how we do it in-house.
What happens when a case needs an on-site visit?
The case becomes a work order in Field Service, with scheduling and a report.
Related workflows and solutions
Dynamics 365
Sales, marketing, customer service and field teams in Dynamics 365, with quotes, contracts and documents in the same workflows as the rest of the company.
IT tickets
From chat to resolution, with the team and the SLA chosen automatically.
Dynamics 365 Field Service
Work orders, scheduling by skills and distance, a mobile app for the technician and a report at the end.
Tell us which channels your customer requests come in through today.
In 30 minutes we go through the process and agree what to prepare before the project.
Thank you.
We will reply within one business day.