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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Differences between cu...
Customer experience | Sales, Customer Insights,...
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Differences between customer insights, customer services and customer service insights

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Posted on by Bosnea Vlad-Alexandru 5

Hello there,

I am working on a thesis for college and in the study, i am comparing Navision with D365 Finance and Operations and while both of them don't have extensive CRM capabilities, the aforementioned CRM packages from the suite can be used but i fail to understand what the differences between them are and if Customer Service Insights is basically a combination of the other two.

Thank you in advance for the help and have a good day!

Best regards,
Bosnea Vlad-Alexandru

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  • Verified answer
    Community Member Profile Picture
    Community Member on at

    Hi Bosnea,

    Customer service is the act of supporting and advocating for customers in their discovery, use, optimization, and troubleshooting of a product or service. It's also the processes that support the teams making good customer service happen.

    Dynamics 365 Customer Service Insights helps both agents and customer service managers make better decisions and proactively improve customer satisfaction by using artificial intelligence (AI) and analytics capabilities for Customer Service and Omnichannel for Customer Service.

    Dynamics 365 Customer Insights is a data mediator that joins information from different sources, allowing you to map, match, layer, merge, and enrich customer-based data.

    Dynamics 365 Customer Insights and Dynamics 365 Customer Service Insights are two separate offerings with different business focuses and capabilities.

    Maybe you can refer following link:

    https://sqitconsulting.com/blog/difference-dynamics-365-customer-insights-customer-service-insights/

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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