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