Microsoft Dynamics 365
Customer Service

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Overview of the Customer Service

Microsoft Dynamics 365 for Customer Service (part of Dynamics CRM) supports the omni-channel, which enables consistent experiences across any combination of self and assisted service engagements. We provide a robust portal for self-service and peer-to-peer community support, with seamless transitions to high-touch agent interactions, or field service when there is a need for onsite help. Our Customer Service solution empowers agents with all the resources they need to provide fast and effective service. We empower people at every level of the organization with insights relevant to their role so that everyone can have a positive and meaningful impact on business outcomes.
Key Benefits of Customer Service (CRM)
Track customer issues through cases.
Record all interactions related to a case.
Share information in the knowledge base.
Create queues, and route cases to the right channels.
Create and track service levels through service level agreements (SLAs).
Manage performance and productivity through reports and dashboards.
Define service terms through entitlements.
Create and schedule services.

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