Key features

Dynamics 365  <br> Customer Service 2

Service management

  • Control, determine, and configure everything related to your business's customer service. Manage SLAs, schedules, parent-child case hierarchy, queues, policies, and more to quickly track and gather data across processes.
Dynamics 365  <br> Customer Service 3

Account management

  • Empower your agents by providing all the information they need using engagement timelines to find customer activity, notes, queries, and posts —centralized information to gain easy and quick access, thus improving customer satisfaction.
Dynamics 365  <br> Customer Service 4

Case lifecycle management

  • Manage and visualize your entire case lifecycle through interactive dashboards displaying general case information, SLAs, timelines, process flows, and relevant information to the case, such as agent notes and customer satisfaction scores.
Dynamics 365  <br> Customer Service 5

Knowledge management

  • Provide your customers with a knowledge-based portal where they can find the answers to frequently asked questions, articles, tutorials, and guides to improve productivity and customer experience.
Dynamics 365  <br> Customer Service 7

Omnichannel (Virtual Agent)

  • Allow customers to contact you where they feel more comfortable: email, chat, social media, phone calls, forums, virtual agents, self-service portals, and more while keeping all the data in a single place.
Dynamics 365  <br> Customer Service 8

Community portal

  • Create a self-service portal where customers can create, track and manage cases, check resolution times, agent assessment, frequent and new cases, and more in a user-friendly dashboard.
Dynamics 365  <br> Customer Service 9

Azure IoT

  • Shift your customer from reactive to proactive by enabling IoT diagnostics, device updates, and case management to detect issues before the customer notices. Utilize remote monitoring and updating to reduce downtime.
Dynamics 365  <br> Customer Service 10

Insights

  • Get AI insights and KPI summary with Dynamics 365 Customer Insights. Check performance metrics, trends, support issues, and operational data —group support topics to suggest effective responses based on historical data and more.

Solutions

Finance

Unify and automate business processes, reducing costs complexity while generating a strategic impact on operations.

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Solutions

Supply Chain Management

Streamline operations, enhance visibility, and upgrade your planning while maximizing asset productivity.

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Solutions

Marketing

Build trust with a unified platform, strengthen relationships faster, engage customers in real-time, and customize customer experiences with AI.

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Solutions

Sales

Increase seller productivity and build relationships making improved decisions with scalable sales solutions and real-time insights.

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Solutions

Customer Service

Empower your teams. Provide proactive service with IoT, increase agent productivity, personalize customer service engagements, and optimize service with actionable insights.

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Solutions

Field Service

Deliver proactive and differentiated service engagements, ensuring a first-time solve resolution, and enhancing scheduling with AI.

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Solutions

Project Operations

Lead success and effectiveness in a project-centric business and deliver enhanced deal management experiences. Maximize profitability while simplifying expense and time tracking management.

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Solutions

Human Resources

Make your people and business thrive. Discover workforce insights, improve employee experiences, and elevate organizational agility.

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Solutions

Power Platform

Build end-to-end business solutions with an inclusive and powerful platform. Discover hidden values eliminating hindrances rapidly and cost-effectively.

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