Microsoft Dynamics 365 Customer Service
Build customer loyalty with effortless service experiences
Every interaction matters in customer service, and the modern client expects a seamless experience with your brand, regardless of channel.
Customer service teams often face this challenge when moving from a multi-channel to a true omni-channel service provision.
Are all agents able to view one customer history regardless of the last communication channel they used?
How is the service team configured – by channel or skill set, does this create siloes and does the technology they use exchange data or support knowledge sharing?
These challenges cause frustration for customer service agents and customers alike.
What is Microsoft Dynamics 365 Customer Service?
Microsoft Dynamics 365 Customer Service helps your business build brand affinity and customer loyalty and empower your teams with the streamlined data and unified technology they need to deliver seamless, personalized service.
Microsoft Dynamics 365 Customer Service Benefits
Personalize customer service to earn loyalty
Deliver the tailored service customers expect across the channel of their choice, on any device. AI-enabled experiences and insights proactively resolve problems to provide frictionless proactive engagement with your business.
Empower customer service agents
Provide agents with intuitive access to everything they need to deliver superior customer service – with tools that are at their fingertips on a single, unified service desk application. From simple and routine requests to more complex issues resolution.
Remain agile in your service provision
Adjust at the pace of modern business through actionable insights and leading technologies that anticipate the rapidly changing needs of customers and your brand.
Elevate Your Customer Service
Discover how technology and best practices are transforming IT service management
Microsoft Dynamics 365 Customer Service capabilities
Omnichannel support
Interact with customers on their preferred channel—including chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line, and more—using Customer Service omnichannel capabilities.
A unified platform ensures context and consistent answers across channels, touchpoints and engagements, delivering personalized interactions and consistent service with minimal customer effort.
Self-service and communities
Empower those customers who increasingly prefer to find answers on their own through self-service and community portals, reducing agent workload at the same time.
Provide branded customer self-service options that deliver consistent, up-to-date answers with access to Knowledge Base and Chatbots. For personalized information, and a community experience to connect with peers and subject matter experts.
Agent enablement
Empower agents with a single, unified experienc for efficient problem resolution and provide differentiated levels of support.
Dynamics 365 Customer Service gives agents a complete 360-degree customer view, including a full history of interactions, user preferences, and relevant customer information.
A role-tailored experience contextually serves up the tools, guidance and data that agents need to provide a more personalized, effective standard of service.
Unified knowledge
Equip customers and frontline staff with a definitive single source of truth through knowledge sharing.
Ensure knowledge is relevant by capturing and publishing across your content channels while measuring impact and opportunities to grow your Knowledge Base (KB) through advanced analytics.
Quickly offer the most appropriate articles in Knowledge Base Management using relevant search.
Select articles faster with highlighted search-term matches in the results list.
Service intelligence
Identify trends, anticipate opportunities and gain insights using rich, embedded analytics and reporting.
Explore what-if scenarios and forecast outcomes with predictive analytics for customer service through interactive charts and powerful data visualization capabilities.
Better anticipate customer needs by using Dynamics 365 Customer Insights for a 360-degree view of each customer’s journey.
Use Copilot for Dynamics 365 to harness the power of Artificial Intelligence for optimized agent productivity and customer experience.
Microsoft Dynamics 365 Customer Service features
Copilot in Microsoft Dynamics 365 Customer Service
AI-powered service is here. Copilot in Microsoft Dynamics 365 empowers customer service teams to deliver exceptional support while optimizing their workflows.
Microsoft Dynamics 365 Copilot for Customer Service offers a range of features and benefits designed to enhance agent productivity and improve customer interactions.
What are the features of AI-powered tools?
- Real-time AI assistance: Copilot provides agents with AI-driven support, helping them automate repetitive tasks, be more productive, avoid escalations and streamline workflows
- Responding to questions: Agents can quickly diagnose issues and get answers to customer inquiries using AI-generated suggestions from agent-facing conversational bots that use contextual data about customers and your business
- Drafting emails and chat responses: Use the power of Generative AI for Customer Service. Copilot can compose messages based on context, saving time and ensuring consistency
- Summarizing cases: It can summarize case histories and conversations, allowing agents to quickly grasp the situation without sifting through extensive notes
- Knowledge Base integration: Copilot accesses knowledge bases to provide agents with relevant information, ensuring they have the right tools to resolve customer issues efficiently
- Interactive chat experience: It enhances customer interaction management by providing contextual responses during chats, improving the overall service experience
- Real-time insights and analytics: Copilot includes features for tracking agent interactions and performance against SLAs
- Copilot’s integration with Microsoft 365 means that users can manage customer data seamlessly across platforms like Outlook and Teams
What are the benefits of Copilot for service agents?
Increased productivity
By automating time-consuming tasks, agents can focus on high-value interactions, leading to faster case resolution and improved customer satisfaction (CSAT).
Enhanced Customer Experience
With quicker access to information and more personalized responses, customers receive better, faster service, which can lead to higher retention rates.
Reduced training time
New agents can ramp up faster with AI assistance, as Copilot helps them navigate systems and processes more efficiently.
Data-driven decisions
The built-in intelligence provided by Copilot enable organizations to make informed decisions based on agent performance and customer interactions.
Scalability
As businesses grow, Copilot can help maintain service quality without a proportional increase in staffing, making it easier to handle larger volumes of customer inquiries.
PRODWARE SOLUTIONS & ACCELERATORS
Fast Service
Built on Microsoft Dynamics 365 Customer Service, Fast Service is a simplified customer service tool built to respond to the needs of SMB. Ready to use and easy to manage, it’s the perfect solution for SMB service teams to manage your customers and cases.
CEM GDPR accelerator
The GDPR accelerator enables organizations’ CRM to be compliant with GDPR regulations. The accelerator simplifies compliance with privacy requests from data subjects, with an easy to use interface for CRM operators, and logs all operations to comply with record-keeping requirements. This accelerator includes consents database management and search functionality to help your team quickly perform users’ rights.
IT Service Management
Helps IT companies to fully comply with ITIL processes as part of their best practice service provision. ITSM provides additional functionalities within Dynamics 365 Customer Service, such as Agreement Management, Incident and Request management, Change and Release Management plus a Self Service Portal.
CRM User Adoption service
Our CRM User Adoption service helps in a key element of any CRM implementation, for the long-term success and value from your business investment.
Critically, we support your organization before, during and after CRM implementation to ensure you get the true value of the latest technology.
What’s inside…
Tier 1 Dashboard Microsoft Dynamics 365 Customer Service
Filtered views in a Microsoft Dynamics 365 Customer Service dashboard
Unified Routing Dashboard in Microsoft Dynamics 365 Customer Service
Service scheduling in Microsoft Dynamics 365 Customer Service
Microsoft Teams integration for service agents
Search in Portals with Knowledge Management
Case management in Dynamics 365 Customer Service
Use Microsoft Copilot to create Knowledge Base article from a case
Analyze customer service topics in dashboard
Agent overview of omnichannel customer service
Creating an article for Knowledge Base Management
Email creation in Dynamics 365 Customer Service
Copilot in Microsoft Dynamics 365 Customer Service
Customer Service Agent dashboard
Predictive forecasting for customer service managers
Productivity pane for service agents scripts
Service agents filter view for incoming cases
Time tracking for cases in customer service
Microsoft Dynamics 365 Customer Service Insights
Knowledge Base analytics
Why choose Prodware?
As a Microsoft partner, Prodware has developed and implemented hundreds of Dynamics CRM and Dynamics 365 for Customer Engagement projects across Europe.
Our experienced R&D team work closely with our clients to develop solutions that suit their own client engagement needs.