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Hi, I need to know what means "Customer Service Automation" into the Dynamics CRM 2013
Well, it can mean a lot of things. With the Parature acquisition, MS is looking at customer self-service as a way of automating customer service. On the call center side, the USD, or Unified Service Desk helps orchestrate various enterprise applications so Customer Service has all the information they need to help people who call in quickly. At its simplest, if can mean workflow and queue routing that ensures customers get to the right person automatically.
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