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Microsoft Dynamics 365 Customer Service
Earn customers for life
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Deliver proactive service with IoT
Send remote commands to resolve issues before customers even notice that anything’s wrong.
Enhance support with integrated IoT alerts
- Help agents identify devices in need of attention with embedded alerts in the agent dashboard.
Monitor device health index
- Help agents monitor real-time device readings to identify devices that need attention and confirm that fixes were effective.
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Optimize service with actionable insights
Built-in AI detects emerging trends and automation opportunities across support topics, agents, engagement channels, and knowledge management to enhance support delivery.
Adapt quickly to real-time customer sentiment
- Understand customer interactions in real time using sentiment analysis and translation. Give agents the context they need to steer conversations toward a positive resolution.
Track success against key performance indicators
- Get actionable insights and improved visibility into how agents and support topics are affecting organizational KPIs.
Enhance your knowledge base with knowledge search insights
- Help knowledge managers identify knowledge article gaps by understanding what topics agents are searching for to help resolve customer issues.
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Empower teams with tools for increased productivity
AI-powered suggestions use real-time context cues to recommend similar knowledge articles or cases. Agents can reference those resources to resolve customers’ issues quickly.
Engage experts faster
- Use Microsoft Teams, now integrated directly within the agent desktop, to help agents connect with subject-matter experts and resolve complex cases quickly, regardless of their job function or location.
Analyze and act on customer feedback
- Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.
Unify knowledge sources for a streamlined search experience
- Provide agents the information needed to resolve issues quickly by connecting disparate database sources with federated knowledge search.
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Personalize customer service engagements
Give agents a holistic view of the customer’s profile and their previous interactions with your support team.
Interact with customers on their preferred channel
- Omnichannel support delivers consistent, connected experiences across channels including voice, chat, SMS, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line—all from a unified agent desktop.
Anticipate customer needs
- Get at-a-glance views of the conversation summary, support history, and the customer’s recent cases.
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Provide self-service support
Quickly address and resolve issues using AI-powered virtual agents, freeing agents to handle more complex matters.
Give customers direct access to your knowledge base
- Deliver immediate access to the right content at the right time on the right channel.
Share knowledge through community portals
- Collaborate, share tips, and leverage rich insights from experts and external users.