Case Management
- Tracks and resolves customer issues from start to finish
- Provides a unified platform for logging and monitoring cases
- Uses automated workflows for timely responses and effective resolution
- Enhances collaboration by allowing multiple agents to work on a single case
- Integrates with other systems to provide a complete view of customer interactions
- Improves customer satisfaction by ensuring issues are resolved efficiently
2. Knowledge Base
- Central repository of information, articles, and FAQs
- Ensures consistent and quick responses to customer queries
- Empowers customers to find solutions independently
- Reduces training time for new agents with readily available information
- Allows for easy updates and expansion of content
- Enhances overall service quality by providing accurate information
3. Service Level Agreements (SLAs)
- Defines expected response and resolution times for issues
- Sets clear expectations for customers and service teams
- Monitors performance to identify bottlenecks and improve processes
- Ensures compliance with contractual obligations
- Helps in prioritizing critical issues based on defined criteria
- Boosts customer confidence by guaranteeing service standards
4. Queues
- Organizes and prioritizes work items like cases, tasks, and emails
- Ensures proper assignment based on predefined criteria
- Helps manage workloads and addresses high-priority issues promptly
- Balances workload among agents to avoid overburdening
- Facilitates tracking and reporting on queue performance
- Enhances efficiency by minimizing the risk of unattended items
5. Entitlements
- Specifies the level of support and services customers receive
- Defines support types, service hours, and response times
- Ensures fair and consistent service delivery
- Helps in managing customer expectations effectively
- Streamlines the process of verifying customer support eligibility
- Supports better resource allocation by understanding customer needs
6. Dashboards and Reports
- Visual representations of key performance metrics
- Offers real-time insights into service operations
- Customizable and interactive for tracking KPIs and measuring success
- Enables quick identification of trends and issues
- Facilitates data-driven decision-making and strategic planning
- Enhances transparency and accountability within the service team
7. Omnichannel Engagement
- Connects with customers across chat, email, social media, and phone
- Ensures seamless and consistent customer experience
- Integrates all channels into a single interface for efficient management
- Improves customer accessibility and convenience
- Enhances agent productivity by providing all interaction history in one place
- Strengthens customer relationships through personalized communication
8. Customer Service Hub
- Centralized workspace for service agents
- Provides comprehensive view of customer interactions and cases
- Streamlines workflows and enhances productivity
- Reduces the time spent switching between different tools
- Improves data accuracy by consolidating information
- Facilitates better coordination and collaboration among agents
9. Unified Interface
- Consistent user experience across all devices and platforms
- Simplifies navigation and access to information
- Reduces training time and ensures seamless application transitions
- Enhances usability and reduces errors
- Improves adoption rates among users
- Facilitates integration with other Dynamics 365 applications
10. Customer Insights
- Leverages AI and data analytics for understanding customer behavior
- Aggregates data to create unified customer profiles
- Enables personalized interactions and proactive service
- Identifies opportunities for upselling and cross-selling
- Enhances customer segmentation for targeted marketing
- Provides predictive analytics to anticipate customer needs
11. Virtual Agent/Microsoft Copilot
- AI-powered chatbot providing automated customer support
- Handles routine inquiries and guides customers through common issues
- Offers 24/7 support, reducing workload on human agents
- Increases efficiency by resolving issues without human intervention
- Improves customer satisfaction with instant responses
- Continuously learns and improves from interactions to provide better service