Dynamics 365 for Customer Service
With the current pandemic, customer service has become more important than ever. With physical distancing being the key, old ways to handle customer service is giving way to new ones. Discounts and freebies do not really work. What works is exemplary customer service. A happy customer can lead to more business while a frustrated one can lead to a decline many folds. The Customer Service in Dynamics 365 module allows you to manage and track customer service activity in your organization. The functionality is broken down in two main function sets that of service management and service scheduling.
The core of Dynamics 365 for Customer for Service is the case and support ticket. A case is assigned to customer service agents or leads as the case may be in an organisation who assign it further other agents to route the case to appropriate work queues. The key components are
- Users: The people in the organistion
- Accounts : Customers
- Contacts: People who work for your customers
- Cases: Customer issues to resolve
- Activities: Things to do to get the case resolved
- Posts and Notes: Comments on a case
- Tasks: Activities pertaining to a case
- Queues : List of activities and cases
- Views : list of accounts, contacts and cases
In case you want to know more as to how Dynamics 365 can help your organisation, reach us for a free consultation