Microsoft Dynamic 365 Customer Service

2. AGENDA • What is a Good Customer Service? • Need of Customer Service • What’s Possible: Using Customer Service in Dynamics 365 • Introduction • Customer Service : Service Management & Service Scheduling • Services Management Entities • Case Management in Dynamics CRM • What is a Queue? • Service Level Agreement (SLA) • Conclusion

3. What is Good Customer Service in Dynamic 365 • Customer service refers to the services you and your workers provide before, during, and after a purchase. • It is, for example, how you interact with your consumer. • Improving your customer service abilities results in higher client satisfaction and a more pleasurable experience for them. • Good customer service leads to client pleasure, even if it requires additional resources, time, and money. • Providing excellent Dynamic 365 Customer Service can help you expand and grow your company.

4. Need of Customer Service in Dynamic 365 • The best customer service builds trust. • Customer service is more important than price. • Brand awareness will increase. • A good customer service reduces difficulties. • It entices the customer.

5. What's Possible: Using Dynamics 365's Customer Service • Delivering outstanding customer service entails equipping your service team with all they need to provide an experience that will enhance customer loyalty. • In this presentation, we'll look at the enhanced features and advantages that using a service from Microsoft Dynamics CRM can offer your company.

6. INTRODUCTION • Customer Service Module is one of the most powerful and frequently overlooked aspects of Microsoft Dynamics 365. • You can use it to control and monitor customer service activity within your company. To improve customer service, use Dynamics 365 • Track Customer services through cases • Share knowledge base information • Make queues and send cases to the appropriate channel. • Specify service conditions using entitlements • Create queues , and route cases to right channel

7. Customer Service : Service Management & Service Scheduling • There are two main function sets that make up the customer support functionality: • Service Management • Service Scheduling • Cases, an incident-based service, are supported by service management. • Service Scheduling: It assists businesses in keeping track of the many service kinds, their scheduling, and the resources required to carry them out.

8. Case Management in Dynamics CRM • The case entity offers incident-based tracking for potential customer problems. • To track a customer's request, inquiry, or issue, for instance, a customer care agent can establish an incident (or case). The incident entity allows for the tracking of all communications and actions. • One of the three states—Active, Resolved, or Cancelled—can apply to an incident.

9. What is a Queue? • A queue is simply a collection of "Work items" such as cases, activities, or other entity types. • Queues are used to arrange and keep track of "jobs" that are awaiting processing. • Queues enable a group of unique entity records, such as cases, to work on or claim queue items. Users can also see who is working on what.

10. Service Level Agreement (SLA) • Service Level Agreements (SLA) provide a simple method to monitor the amount of time it takes your service agents to address support inquiries. • Depending on the reason for the support request's status, SLA allows users to pause the countdown. • For instance, the status reason "waiting on customer" would suspend the timer until the status reason changes if a service agent is awaiting specific information from the customer.

11. Conclusion • Providing outstanding customer service results in satisfied customers • Unhappy clients are less likely to recommend your business to others and are less likely to purchase again. • A well-defined business process, excellent information, and a consistent, repeatable methodology are all necessary for providing outstanding customer service. • Every company, in my opinion, needs to make sure that its consumers become "promoters" rather than "detractors" who spread the word about them.