Microsoft Dynamics 365 Customer Service

by Microsoft

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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.

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.

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.

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.

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.