Microsoft Dynamics 365 Customer Service Features
With Dynamics 365 Customer Service, you can manage customer support across multiple channels, offer support anytime, anywhere, and boost the productivity of your team.
Be There for Your Customers
Self-service tools. Offer customers help anytime, anywhere, with virtual agents, a knowledge base, and community forums.
Multi-channel support.Support customers anywhere. Interact through voice, chat, SMS, Facebook, WhatsApp, WeChat, Twitter DM, and Line.
Case management. Keep track of your support services by creating cases that record the customer’s issue and all related interactions.
Remote device support. Manage your IoT products by remotely monitoring device health and deploying fixes. Set up alerts to notify you when devices need attention.
Support Your Team
Agent workspace. Give your team one place to manage their tasks and cases, access customer information, connect with other team members, and more.
Customer profile. Access all customer interactions, including conversation summaries, support history, and recent cases.
Service terms. Manage service levels and service terms with service-level agreements (SLAs and entitlements.
Service scheduling. Create and schedule service work.
Surveys. Gather customer feedback through online surveys, and compare the results with customer data for deep insight.
Customizable reports and dashboards. Manage performance and productivity with reports and dashboards that offer insight into agent performance, support topics, knowledge article analytics, and more.
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