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5 Features You Need to be Using in Dynamics 365 for Customer Service

5 Features You Need to be Using in Dynamics 365 for Customer Service

By GENNA JOUDREY

Dynamics 365 Customer Service is a platform that allows companies to personalize their relationships with clients, empower their teams to improve productivity and retrieve even more data than before. It is a powerful Microsoft product, to say the least. Due to a large number of capabilities, it is common that users miss out on certain features that they should be utilizing. Here are five features all Dynamics 365 Customer Service users should be aware of.  

1. Voice of the Customer 

Receiving feedback from customers may be one of the most valuable assets when running a business. You can reveal specific points that your team needs to improve on. Dynamics 365 Customer Service’s “Voice of the Customer” feature allows you to gather important feedback directly into your Dynamics 365 instance. You can customize surveys with distinct colors, logos, and titles to make it consistent with your brand. Survey templates are created with a simple drag and drop designer that is very userfriendly. Microsoft even gives you the option to test out your questions first so that you can see how they appear when administering your survey.  

2. Service Level Agreements 

A Service Level Agreement, or SLA, is a contract between a service provider and a client. SLA is based on quality, availability, and responsibilities. Why is this so important for you to use? Transparency and accountability. By enabling SLAs, you are promising that you will get to your customer’s project by an agreedupon date which will motivate your employees to complete their work. You have the option to include very specific items, such as metrics or KPIs. SLAs can be one of two types, Standard or Enhanced. Standard SLAs can only be created for the case entity, whereas Enhanced SLAs have a few more capabilities. You are able to create SLAs for entities other than case, you can pause an SLA when the case is on hold, you can add success actions, and you can track statuses. The specific entities that support SLA are: Accounts, Contacts, Orders, Invoices, Quotes, Opportunities, and Leads.  

3. Entitlements 

Entitlements will define what kind of support you would like to offer your customers. You can specify the term based on the number of hours or the number of cases. The customer’s support level can vary based on the product or service that the customer has purchased. If a customer already has an SLA, it can be directly linked to the entitlement set in Dynamics 365 Customer Service. From there, the remaining time based on your configuration will be calculated, which allows your team to focus on what needs to be completed.  

4. Service Scheduling 

By using Scheduling within the Customer Service Hub, you can plan and schedule service activities for your customers by combining all of your resources. The scheduling capability is built through Universal Resource Scheduling, which provides an efficient way to schedule resources for service activity. The availability of employees, facilities, and equipment are taken into consideration so that the schedules can be created appropriately. For a new Dynamics 365 Customer Service environment, the Core Service Scheduling will be installed by default. If you are an existing user, you can install the solution from the Microsoft 365 admin center.

5. Automatic Case Creation 

If you have cases coming in from emails, this feature is a must! By setting up automatic case routing in Dynamics 365, any email sento your mailbox will be created as a case record and assigned to a queue. You can customize this capability to select whether you want cases to be created if the sender already exists in Dynamics 365. You can also change the settings to create new contacts for unknown senders. There are several different rules you can play around with to make your experience just right for your own team.

When tallying up Dynamics 365 Customer Service’s capabilities, it is apparent that personalized experiences, team empowerment, and data retrieval can be accomplished for your company. Why not take your organization to the next level with these impressive features? To learn more about how we, Dynamic Consultants Group, can help your business achieve more, send us an email  

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