Dynamics 365 Customer Service Implementation

Insights from AI

• Transform the customer support experience with a powerful artificial intelligence framework
• Personalize every interaction with insights provided by AI based on each customer’s journey
• Resolve issues using predictive analysis on data from connected devices

Agent power

• Guide agents using agent-facing bots to surface relevant information and provide recommendations
• Accelerate time to impact with in-app learning that gets new agents up to speed quickly
• Create upsell or cross-sell opportunities with recommendations driven by machine learning

Play with the platform

• Customize the app with no-code visual editors and flexible tools to build web and mobile apps.
• Integrate third-party systems and Dynamics 365 apps for a unified service environment

Support ticket tracking

Track and manage customer support tickets generated via email, phone or web

Support process flow

Move tickets across configurable process flows to track their progress and gain valuable insight

Knowledge base

Use an internal knowledge base to automate email responses to customer inquiries

Customer portal

Utilize Microsoft's customer service portal to allow customers to submit and manage support tickets

Dashboards and reports

Create interactive dashboards to track trends, activities, and social media interaction.