Microsoft Dynamics 365 for Customer Service: Key Features
Equip agents with relevant information
Use Dynamics 365’s self-service Knowledge Base to surface relevant information to agents, quickly guiding staff to content that can assist with issue resolution.
Intelligently route cases to the right team or agent
Use automated routing to direct cases straight to the right team, ensuring a consistently high level of service and a swift resolution.
Personalise customer service using a centralised view of the customer
Deliver an informed and tailored experience to your customers at each touchpoint by surfacing recent interactions with them from across the organisation.
Train new agents quickly with guided learning paths
Quickly on-board new agents, keep staff up to date with changes to Dynamics 365, and ensure a consistent approach to customer service with guided learning paths
Maximise productivity with artificial intelligence
Introduce Virtual Intelligence bots to answer queries. Use machine learning from human interactions to increase the bot’s likelihood of future resolution.
Provide self-service web portals
Give your customers the ability to self-serve with online portals, forums and FAQs, lowering your support costs and improving customer satisfaction.
“By achieving the digital shift for travel card renewals, we already have 70% of the population renewing online saving us around £10 per transaction.”
Digital Strategy Manager
Cambridgeshire County Council
Enhance your customer service across all channels
Enable customers to communicate using their preferred channels
Deliver a seamless, end-to-end service experience
Learn more about Dynamics 365 for Field Service
Some of the organisations we’ve worked with
