Microsoft Dynamics 365 Customer Service is a Customer Service system that sits on top of the Microsoft M365 ecosystem. It can run sharing the same data as 365 CRM or separately, but it requires separate licencing.
Customer Services ensures that the customer journey to the case or incident resolution is transparent, automated, fast, and seamless whenever the customer logs an issue.
It is omnichannel, which means it can integrate multiple ways of dealing with your customer cases by telephone, email, Web form, Website AI Bot, Social Media or Website Chat.
Each queue or team can have internal SLAs (Service Level Agreements) for each case type, and you can prioritise VIP customers.
All correspondence via the system can be automated with, for example, an Email Acknowledgement giving the customer a case number. All customer replies and sent emails are automatically logged to the case.
It also contains Knowledge Articles, so your agents know common issues and have a pre-canned standard response to quickly deliver the correct information to the customer.
The management dashboard contains insights into cases showing volumes, average case resolution, and metrics on individual support agents.
As an M365 product, it runs on the Microsoft Power APP platform, with all its data held within Microsoft Dataverse. It means every screen and every workflow is fully customisable and integrated into Power Automate and Power BI (Business Intelligence).
It integrates fully into Microsoft Outlook, with the ability to seamlessly create an account or contact or automatically attach an existing email to a customer.
Often it is linked into Customer Voice so that we can finish the case with an automatic survey, ensuring your customer sentiment is positive and will give you metrics for consistent improvement.
Also, I often get asked to write an API endpoint, so their current website form information creates a Case in Dynamics 365 Customer Service and, if required, a new Account or Contact; I achieve this using Power Automate.
