Dynamics 365 Customer Service: Lesser Known Features & their Benefits

Marketing Department

Marketing Department

The Customer Service feature of Microsoft Dynamics 365 is one of the most effective yet sometimes disregarded components.

Customer service enables you to lower the time and money required for each support case or service contact while increasing customer satisfaction. Take advantage of these important, albeit occasionally underused functionalities after investing in Microsoft Dynamics 365 Customer Service to increase efficiency and improve the customer experience.

Here are five Dynamics 365 Customer Service features you should review:

1. Service Level Contracts

A service provider and a client enter into a service level agreement or SLA contract. Dynamics 365’s SLA functionality lets you track how long it takes your customer service agents to respond to support requests and lets users pause the timer based on the progress of individual requests.

For instance, the status “waiting on client” will suspend the timer until the status is updated if a representative is awaiting specific information from the customer.

2. Service Inspirations

D365 Customer Service Insights analyze your customer service cases. Case records that are related to one another are gathered and shown as themes. To learn more about the cases that make up each topic, you can drill into each one.

Dynamics 365 Customer Service Insights uses AI capabilities to display customer satisfaction-boosting insights and valuable articles.

Additionally, the KPI Summary Dashboard offers a practical approach to learning more about instances and themes in Dynamics 365.

3. Entitlements

MS Dynamics 365 also allows for the setup of entitlements. An entitlement displays a client’s number of help cases or assistance hours.

Moreover, with Dynamics 365 Customer Service, an SLA can be directly connected to an entitlement.

The remaining time will then be estimated depending on your settings so that your team can quickly see how many hours or cases are left.

4. Search the Knowledge Base

Your customer service professionals can access knowledge articles containing information such as solutions to common problems, product or feature documentation, answers to frequently asked questions (FAQs), product briefings, and more during client calls or when troubleshooting instances.

Dynamics 365 Customer Service should be enhanced with Knowledge Base Search to make it simpler for users to locate knowledge articles.

5. Rules for Record Creation and Update

Without writing any code, you may configure record creation and update rules to automatically create or update records from incoming activities like emails, social media posts, or custom actions. You could set up a rule, for instance, to automatically generate a case or lead from an email.

Microsoft Dynamics doesn’t cease to amaze its users with constantly upgrading features. However, using the abovementioned features can do more than you think. The benefits of using D365 Customer Service below will help you uncover more of these secrets.

Benefits of Using Dynamics 365 Customer Service

The following are some benefits your business can reap from using Dynamics 365 Customer Service.

  1. Improved Customer Service Quality

By making use of features such as service level agreements, entitlements, and customer service insights, you can deliver a high-quality customer service experience.

  1. Increased Customer Satisfaction and Loyalty

When your customer service quality improves, so does customer satisfaction. This, in turn, can lead to increased customer loyalty and repeat business.

  1. Reduced Operating Costs

You can reduce operating costs by automating processes and increasing efficiencies while still delivering high-quality customer service.

  1. Improved Decision Making

With access to data and analytics, you can make better decisions about allocating resources and improving your customer service process.

  1. Greater Flexibility and Scalability

Dynamics 365 Customer Service is a cloud-based solution that offers greater flexibility and scalability than on-premise D365 implementation. This means that you can easily add or remove users as needed and scale up or down depending on your business needs.

  1. Improved Productivity

By automating processes and making information more readily available, you can increase the productivity of your customer service team.

  1. Improved Collaboration

With features such as Customer Service Hub, you can improve collaboration between your customer service team and other departments such as sales and marketing. This can lead to a more holistic customer view and improved customer service overall.

  1. Access to Expertise

With Microsoft Dynamics 365 Customer Service, you have access to the expertise of Microsoft and its partners like Stallion Solutions. This can help you quickly resolve any issues that you may encounter and get the most out of your customer service solution.

  1. Enhanced Security

Dynamics 365 Customer Service is a cloud-based solution that benefits from the security features of Azure, such as data encryption and two-factor authentication. Knowing that your customer data is safe and secure can give you peace of mind.

  1. Improved integration with other Dynamics 365 applications

Dynamics 365 Customer Service can be easily integrated with other Dynamics 365 applications, such as Sales and Marketing. This can lead to a more seamless experience for your customers and improved data sharing between departments.

Overall, Dynamics 365 Customer Service can offer many benefits to your business. By using available features, you can improve customer service quality, increase customer satisfaction, reduce operating costs, and more.

If you are looking for a customer service solution that can give your business a competitive edge, then Microsoft Dynamics 365 Customer Service is worth considering.

But how can you integrate your CRM with Dynamics 365 Customer service?

It is not a difficult task to integrate your CRM with D365 Customer Service. You just need the integration services of an expert like Stallion Solutions.

We have successfully integrated many CRMs with D365 Customer Service, and we can do the same for you.

Our team of experts will work closely with you to understand your requirements and provide a customized solution that meets your specific needs.

So, what are you waiting for? Contact us today to learn more about how we can help you integrate your CRM with D365 Customer Service.

What Does Stallion Solutions Do?

Stallion Solutions is a Microsoft Certified Partner and leading customer service and support solutions provider. We have been helping businesses worldwide improve their customer service process for over 10 years.

Our team of experts can help you to:

Implement Microsoft Dynamics 365 Customer Service

– Configure and help you migrate to Dynamics 365 Customer Service to meet your specific needs

D365 Consulting Services with other applications

– Train your staff on how to use Dynamics 365 Customer Service

Contact us today to learn more about how we can help you improve your customer service process with Microsoft Dynamics 365 Customer Service.

Marketing Department

Marketing Department

Stallions Solutions’ marketing team is responsible for branding and supporting business development & marketing efforts. We are composed of exceptional graphic designers, technical & creative content writers, and digital marketing specialists. Our content-producing approach is highly professional – from ideation to final article, all marketing experts play their role to generate an amazing piece of content. Our marketing team understands what our customers expect from the business and thus aims to meet those demands.





Recent Posts

Scroll to Top