The Top 7 Features in Microsoft Dynamics 365 Customer Service

The Top 7 Features in Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service is a great tool that helps organizations across the world personalize the customer experience, empower their customers with self-service portals, improve customer service agent productivity, and more.

When it comes to utilizing technology like Microsoft Dynamics 365 Customer Service in full capacity, knowing what’s available and how to use it is a great step forward towards setting your business up for lasting success.

In this post, we are diving deep into some of our favorite features and use case scenarios for them.

1. Service Level Agreements (SLAs)

Track customer satisfaction, response and resolution times, customer retention rates, employee engagement, and more by configuring service level agreements in Dynamics 365. Business closures and working hours can also be set up in Dynamics 365 to provide accurate information as to when support is provided to customers when considering the SLA.

Expected response levels can also be defined based on multiple fields on the Case such as Created On, Follow Up By, First Response By, and more. Enhanced SLAs will automatically create timers to the Case form with predefined statuses and warning times.

2. Routing and Assignment

Available in the Omnichannel admin center or Customer Service Hub app. Routing is a capability that can direct an incoming Case to the best-suited queue or agent based on predefined assignment rules such as skill, location, or capacity.

Routing connects end-customers with the best-suited agent to automatically assign incoming work and decrease resolution time.

3. Knowledge Articles

Knowledge articles are a collection of searchable articles with information such as solutions to common issues, product or feature documentation, answers to frequently asked questions (FAQs), product briefs, and more. Knowledge Articles allow for not only text but also embedding of videos or images.

Knowledge articles can be used for both internal knowledge or information sharing as well as sent to customers to provide more efficient Customer Service. Versioning can also be used in Knowledge Article setup to publish updated versions of documentation while allowing a history of older articles to be kept. Setup can also include creating common keywords to easily access desired articles.

4. Dynamics 365 Customer Voice

Customer Voice is an application built on Microsoft Forms to track customer metrics with deep integration from the Dynamics 365 applications. Customer Voice allows for surveys to be sent automatically to customers as soon as a case is resolved in Dynamics 365 Customer Service.

If a customer submits a response, it attaches back to the Case’s timeline.

5. Queues

Queues assist in efficient organizing, prioritizing, and monitoring the progress of work. Queue is a simple list of work items that can include Cases, emails, or other activity types. Queues are most commonly used when emails come into a certain Exchange mailbox.

The Queue in Dynamics 365 can take the email and display it as a Queue Item. A Queue Item can be automatically or manually converted into a Case to begin work.

Multiple Queues can be enabled based on different Exchange mailboxes to allow for easy separation of queries for customer service based on teams or departments. Queues are a very useful tool for customer service representatives as it allows users to view all incoming emails in one place and an easy view into what each of your representatives is working on at a given time.

6. Automatic Record Creation

Automatic record creation can be used in conjunction with Queues in the Customer Service app. When an email is sent to a specified mailbox, a Case can be automatically created by the system with any of the Case fields preset based on information in the email such as Subject, as well as set the Customer, Contact, Origin, dynamically set date fields, and more.

Automatic record creation can also be used to specify auto-response email details by selecting a pre-built email template to send an automatic email response back to the customer.

7. Entitlements

Entitlements are a tool that helps define the type of support terms your customers are eligible for. A customer’s support level may vary based on the service, product, or a pre-defined number of Cases or hours. Service Level Agreements can be linked to Entitlements to automatically calculate the remaining time available for that customer’s agreement.

Do you want to see Microsoft Dynamics 365 Customer Service come to life? Watch an on-demand demo for Microsoft Dynamics 365 Customer Service to see these features in action!