We believe that knowing your customers enables you to personalize each experience and optimizes your agents' productivity so you can earn customers for life.
The agent experience is the heart of Dynamics 365 Customer Service. The key to improving satisfaction in service delivery is enabling agents to take customer requests from any channel, handle multiple sessions at a time, interact with multiple apps without losing context, and enhance their workflow with productivity tools.
We offer several app experiences for you to choose from, depending on your support organization’s needs.
Use Dynamics 365 Customer Service to:
- Track customer issues through cases
- Record all interactions related to a case
- Share information in the knowledge base
- Create queues and route cases to the right channels
- Create and track service levels through service-level agreements (SLAs)
- Define service terms through entitlements
- Manage performance and productivity through reports and dashboards
- Create and schedule services
- Participate in chats
- Manage conversations across channels
Available anywhere, on any device
For mobile devices, you can install the applicable app for your device. If you're using a desktop browser, you'll see the various Customer Service apps in the app switcher.
Accessibility and GDPR in the Customer Service Apps
Customer Service is committed to inclusive design and accessible content. The apps are designed around accessibility to help all users be effortlessly productive.
Source: Microsoft