Dynamics 365 for Customer Service
Enable your agents to provide customers the seamless service they expect, anytime, on any channel. Respond quickly to customer and market changes within an agile, cloud-based environment that has digital intelligence built in. Dynamics 365 for Customer Service provides a unified platform giving your agents and customers the answers they need on the spot.
Connect with customers anytime, anywhere
Help your agents succeed through a single user interface
Give your agents the tools, guidance, and data they need to resolve issues. Agents will speed resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place—even pulling data from systems outside customer service.
- Support agents with a visual interface that delivers role-tailored experiences
- Manage cases faster and provide differentiated levels of support
- Speed resolution using machine learning and advanced analytics capabilities
Give agents and customers answers on the spot
Access and deliver consistent answers across channels using a searchable knowledge base. Personalize content on the portal for customers and measure response impact through in-depth analytics.
- Deliver the right answers at the right time across channels
- Capture content from social media, service interactions, and experts
- Understand how your knowledge base is being used with rich analytics, helping you improve and add information based on customer needs
Be proactive with built-in digital intelligence
Enable predictive customer service using data analytics built into your customer service software. Identify trends, anticipate opportunities, and gain invaluable insights through interactive dashboards and data visualization capabilities.
- View real-time key service metrics through fully customizable dashboards
- Automatically detect sentiment and intent on social posts using built-in intelligence
- Resolve issues faster by using machine learning to reference relevant articles and cases
- Get quick insights to help identify trending issues