Explore Dynamics 365 Customer Service Capabilities

♦ Deliver value at every touchpoint and personalize every interaction. Better anticipate customer needs by using Dynamics 365 Customer Insights for a 360-degree view of each customer’s journey.

♦ Interact with customers on their preferred channel—including chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line.

♦ Create a single, consistent service experience through a threaded view of the customer experience. Ensure that every customer receives a unified experience, even if their case is transferred between agents or across channels.

♦ Optimize agent performance and improve customer engagement by analyzing operations and interactions using Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences.

♦ Intelligently route cases by topic or channel. Automatically assign cases to the agent best equipped to resolve them by using custom entity routing embedded in Customer Service omnichannel capabilities.

♦ Measure and act on customer feedback submitted through surveys after every service engagement by combining customer data with survey insights from Microsoft Forms Pro, included with Customer Service.

♦ Transform your break/fix service model into a proactive and predictive service model with Internet of Things (IoT) diagnostics, IoT device updates, and case management on one platform.

♦ Reveal insights from your data with AI when compiled in a single secure location. Realize its full potential by combining Customer Service with industry-leading AI apps—including Microsoft Power Virtual Agents, Customer Insights, and Customer Service Insights.

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Empower every person and every Organization with Microsoft Dynamics 365 Microsoft Dynamics 365 is the next generation intelligent business application that help you empower your employees, engage customers and optimize operations.

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