Dynamics 365 Customer Service capabilities
Dynamics 365 Customer Service is an intelligent end-to-end unified customer service solution designed to help you earn customers for life. With AI-enabled experiences and IoT technology, Customer Service capabilities enable you to resolve issues faster, provide personalized customer experiences, and gain insights into agent performance.
Gain insights and drive deeper customer engagements with Dynamics 365 Customer Service
- Self-service support
- Increase productivity
- AI & insights
- Connected Customer Service
- Omnichannel engagement
Employ virtual agents to resolve customer issues
Free up your agents to resolve more complex customer issues. AI-powered virtual agents are able to quickly address and resolve issues anytime, anywhere.
Provide your customers with access to your knowledge base
By updating and maintaining your knowledge base, you can enable your customers to seamlessly resolve their own issues while your team can focus on other important tasks.
Facilitate the sharing of knowledge through community forums
Provide a platform for users, experts, and external users to collaborate on a social scale to share tips, leverage rich insights, and share knowledge.
Use Microsoft Teams to allow your agents to engage experts faster
Microsoft Teams is integrated directly within the agent desktop, which facilitates agents to connect with experts to quickly resolve more complex cases from anywhere.
Utilize AI-powered suggestions to resolve customer issues quickly
Provide your agents with real-time recommendations in smart assist. The AI capability will suggest similar cases and knowledge articles to help your agents find relevant information in real-time based on the ongoing conversations.
Encourage agents to work on multiple support cases simultaneously
Agents are able to work across multiple open cases, across multiple channels, and switch tasks without losing any work in progress, increasing overall agent productivity.
Gain insights into performance with built-in AI capabilities
AI will detect trends and opportunities for automation across all channels to enhance your organization’s support delivery. Easily identify factors impacting customer satisfaction.
Adapt in real-time to customer engagements using sentiment analysis
Managers and agents can use sentiment analysis to see customer satisfaction levels during communications encouraging agents to steer the engagement towards a positive resolution.
Monitor performance against key performance indicators
Track agent performance metrics to provide best practices and agent training. Gain visibility into drivers behind CSAT scores and trends.
Create a proactive and predictive service model with Connected Customer Service
Use one platform with IoT diagnostics, IoT device update, and case management capabilities to empower agents to diagnose and fix problems remotely, reducing costs and improving customer satisfaction.
Utilize IoT technology to proactively resolve issues
Receive alerts when a customer’s device is in need of attention and use remote commands to fix the issue before the customer is even aware something was wrong.
Connect, monitor, and manage all of your IoT assets
Use Azure IoT Hub, a cloud-hosted solution, that secures reliable communication between your IoT application and customer devices.
Extend Dynamics 365 Customer Service
Omnichannel extends the power of Dynamics 365 Customer Service and facilitates the connection and engagement with customers across multiple channels.
Deliver effortless personalized experience
Agents will have access to full customer journeys during engagements to deliver effortless personalized experiences that are consistent across all channels. Quick reply shortcuts help reduce agent overhead.
Improve customer service department performance
Supervisors are able to control the priority of work to expedite critical items to ensure operations are delivering on business drivers. Set capacities for staff to regulate the amount of work so teams do not get overwhelmed.
Get co-funding from Microsoft to explore Dynamics 365 Customer Service
Discover the transformative power of Dynamics 365 Customer Service with co-funding from Microsoft. All or part of the cost of a workshop or pilot could be eligible for coverage by Microsoft. Rand Group offers a 3-day roadmap workshop or 3-week pilot to help you visualize your future state solution with Dynamics 365 Customer Service capabilities. Work with our team of customer service specialists, integration engineers, and analytics consultants to identify high-value initiatives to generate more leads and deliver business success.
3-day workshop to build your customer service roadmap
In this one-on-one workshop, Rand Group will guide you through prioritizing high-value transformation scenarios to help you optimize service with actionable insights and earn customers for life. At the end of the engagement, we will deliver a roadmap to success and an execution plan for next steps.
3-week pilot to evaluate Dynamics 365 Customer Service
Visualize how Dynamics 365 Customer Service can optimize your customer service operations with a 3-week personalized pilot. Rand Group will run a live simulation using your data and business processes to demonstrate to key stakeholders how Dynamics 365 Customer Service can help transform your business.
How much does Dynamics 365 Customer Service cost?
Dynamics 365 Customer Service is subscription-based and paid monthly, quarterly, or annually. Pricing is determined by the edition and number of users or devices to make it affordable and flexible for every size organization. Download the whitepaper to learn more about pricing and Customer Service capabilities.
How much does Dynamics 365 Customer Service cost?
Dynamics 365 Customer Service is subscription-based and paid monthly, quarterly, or annually. Pricing is determined by the edition and number of users or devices to make it affordable and flexible for every size organization.
Choose your next step with Customer Service
Ready to take the next step with Dynamics 365 Customer Service? Rand Group is a certified Microsoft gold partner offering a variety of services to support your organization through the journey to digital transformation. Learn about our implementation methodology, get support for an existing implementation, or unlock a free Dynamics 365 Customer Service trial to see if this is the right solution for your business.
Free Trial
Unlock a 30-day Dynamics 365 Customer Service free trial to see how the end-to-end solution can help your organization streamline case and knowledge management, provide personalized customer service, and earn customers for life. Use your own data or a set of sample data in the trial environment, with Rand Group’s solution experts guiding you every step of the way.
Implementation
Rand Group has perfected the implementation methodology from the initial Envisioning and Design phase to Deployment and User Adoption. Our best practices, documentation, and tools are designed to help you implement effective technology strategies.
Support
Already using Dynamics 365 Customer Service? A Rand Group support plan provides access to a dedicated team of experts committed to helping unlock the full potential of your investment. Support includes customization, user training, integrations, and reporting solutions.
Extend Dynamics 365 to do more for your business
Dynamics 365 contains a range of purpose-built applications that all seamlessly connect together. Connect your data across the entire Microsoft stack to build on the power of Dynamics 365 Customer Service to transform your operations.
Dynamics 365 Sales
Combine the power of sales force automation with AI-driven insights to provide your prospects and customers with unique, personalized experiences that can build trust and close more deals.
Dynamics 365 Field Service
Broaden your customer service capabilities and seamlessly transfer customer cases into Dynamics 365 Field Service. Dispatch technicians, provide onsite support, and deliver the right resource at the right time to the right place.
Power Platform
A set of low or no code tools that can combine hundreds of other apps to build robust business solutions. It enables organizations to better analyze data, automate processes, build custom applications, and create virtual agents.
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