The way your organization handles customer service directly affects the public perception of your company. For that reason, your agents must have access to technology capable of helping them provide an ideal experience for customers while making agents more efficient.
Dynamics 365 Customer Service capabilities give businesses all the components needed to create a robust solution. In addition, the essential customer service insights from dynamics help companies figure out how to cut down on the time agents must spend on each interaction.
Key Features of Dynamics 365 Customer Service
The Dynamics 365 Customer Service module contains features designed to streamline and automate many of the tasks that agents typically find repetitive. Below is an overview of some essential Dynamics 365 Customer Service capabilities.
Case Management
The case management module helps agents track issues when customers contact them with a problem. For example, they can check to see if there’s an existing case or open a new one if needed. In addition, agents can use the Dynamics Customer Service platform to reassign cases, escalate them, or move them back to the service queue for other agents to work.
One nice feature of Dynamics 365 Customer service is that it’s possible to set up entitlements, outlining the type of support available to different customers. For example, companies can add entitlements based on products purchased by the customer. In addition, admins can limit the amount of information viewable to agents for different customer accounts.
Service Level Agreements (SLA)
A service level agreement (SLA) defines the agreement between a customer and the business outlining the level of support available to a customer. For example, a company can set up an SLA that states they must respond to an issue within 24 hours. If they can’t resolve the problem within that period, they must escalate the case to a higher tier of support.
When agents respond to calls or other customer contacts, the SLA agreement appears whenever they create a new case or tap into an existing one. Companies can include items that define KPIs and metrics needed to attain a specific service level. In addition, your KPIs can provide warnings about issues that arise among the customer support team.
The Dynamics Customer Service module lets you associate an SLA with an entitlement. That way, the system automatically attaches the SLA and related attachment upon creating a new case. In addition, companies can set up default SLAs that apply across the organization.
Customer Self-Service
Another helpful feature available in Dynamics 365 Customer Service includes the ability to design self-service portals for customers. Organizations can customize the portals depending on the needs of the organization. For example, a company can add a poll or other informational hyperlinks. That way, the business gains essential customer service insights from Dynamics.
In addition, customers can use the self-service portals to search for information that helps them solve problems without reaching out to an agent. Another feature organizations can make available include the ability for customers to create cases asking for company help with various issues. You can add prompts that direct them to existing support material to see if that resolves their problem.
Unified Service Desk
The Unified Service Desk module gives agents a holistic view of Dynamics 365 Customer Engagement information. The add-in aggregates data from various business systems into one container. That way, customer reps can see all data available for a customer when responding to an interaction. A 360-degree view of customer data helps agents resolve customer issues more quickly and efficiently.
What is the Difference Between Dynamics 365 Customer Service Professional vs. Enterprise?
There are two levels of Dynamics 365 Customer Service available. Depending on their needs, companies can sign up for Professional or Enterprise services. Small and medium-sized businesses (SMBs) may find the Professional level sufficient for their needs. If needed, an organization can upgrade to Enterprise later.
The Professional version of the Dynamics 365 Customer Service module costs less than the Enterprise level. Check with your distributor for current pricing for either version, which can vary by region. The primary features that come with a Professional Dynamics Customer Service license include:
- The ability to access core functions of Dynamics 365 Customer Service like case management
- The ability to provide guided outcomes to customer service agents
- Access to insights and analytic capabilities
- The ability to create individual entities like SLAs, cases, entitlements, and contacts
- The ability to connect seamlessly with other Dynamics 365 apps
- Ability to integrate with other Microsoft apps like Excel, Outlook, and Power BI
- Accessibility via mobile apps
Dynamics 365 Customer Service Professional limitations
Companies should have an awareness of features not available in Dynamics 365 Customer Service Professional vs. Enterprise:
- Limited entities — Professional users can only create a maximum of 15 custom entities, while the Enterprise version of Dynamics 365 Customer Services lets you create an unlimited number.
- No United Service Desk — Only companies with an Enterprise license have access to the United Service Desk module.
- Limited customization ability — Enterprise customers have unlimited access to customization optimizations within the platform. However, the professional license does not have the same level of liberty to adjust Dynamics 365 Customer Service to their needs.
Other features available only to Enterprise customers include:
- Embedded intelligence
- Context-based suggestions
- Gamification
- Custom application access via Power apps
- More extended customer service analytics for Dynamics 365
If you’re unsure what features your organization requires from your Dynamics 365 Customer Service instance, it’s best to consult with professionals familiar with the platform. Internet eBusiness Solutions (IES) can work with you to evaluate your business needs. That way, you can make a more informed decision on whether to go with the Professional or Enterprise version of the Dynamics 365 Customer Service module.
Optimize Your Dynamics 365 Customer Service Solution
Let IES guide you on best practices for getting the most from the Dynamics 36 Customer Service platform. Contact us today to set up an initial consultation.
