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Five Underutilized Features of Dynamics 365 Customer Service

See how these features of Microsoft Dynamics 365 Customer Service can help you deliver proactive customer service and promote efficiencies.
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Microsoft Dynamics 365 Customer Service provides a toolkit to help empower your customer service team, personalize customer service engagements, streamline case and knowledge management, and deliver proactive service with artificial intelligence (AI). It offers powerful solutions and includes many features.

Once you’ve made the investment in Microsoft Dynamics 365 Customer Service, take advantage of these key—yet sometimes underutilized—features to help drive efficiencies and enhance the customer experience.

Here are five underutilized features of Dynamics 365 Customer Service to review:

  1. Service Level Agreements (SLA)
    An SLA is a contract between a service provider and a client. The SLA feature in Dynamics 365 enables you to track the time it takes your customer service representatives to resolve support requests and allows users to pause the timer depending on the support request status. For example, if a representative is waiting on specific information from the customer, the status “waiting on customer” will pause the timer until the status is updated.
  2. Entitlements
    Entitlements also can be set up in Dynamics 365. An entitlement shows the number of support hours or support cases a customer has. In addition, an SLA can be linked directly to an entitlement in Dynamics 365 Customer Service. Then, the remaining time based on your configuration will be calculated, so your team can easily see how many hours or cases remain.
  3. Knowledge Base Search
    Knowledge articles with information such as solutions to common issues, product or feature documentation, answers to frequently asked questions (FAQ), product briefs, and more can be accessed by your customer service representatives during client calls or while troubleshooting cases. Add Knowledge Base Search to Dynamics 365 Customer Service to help users in your organization easily find knowledge articles.
  4. Customer Service Insights
    Dynamics 365 Customer Service Insights analyzes your support cases. Related case records are grouped together and displayed as topics. You can drill into each topic to see information about the cases that make up each topic. Dynamics 365 Customer Service Insights uses AI capabilities to showcase customer satisfaction-boosting analytics and helpful articles. Also, the KPI (key performance indicator) Summary Dashboard can help you gain insights into cases and topics in Dynamics 365.
  5. Record Creation & Update Rules
    Configuring record creation and update rules allows you to automatically create or update records from incoming activities such as emails, social activities, or custom activities without writing any code. For example, you can configure a rule to automatically create a case and/or a lead from an email.

Are you ready to use more features of Dynamics 365 Customer Service? We’re here to assist. Together, we can explore what’s possible within Microsoft Dynamics 365 Customer Service. For more information or to request a demo, reach out to the Business Technology Solutions team at FORVIS by using the Contact Us form below.

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