Summary and resources

  • 8 minutes

In this module, you learned about Dynamics 365 Customer Service and its features. The features covered include:

  • case management.
  • omnichannel support.
  • knowledge sharing.
  • intelligent routing.
  • performance tracking.

You also saw how organizations can use Dynamics 365 Customer Service in various scenarios such as contact centers, service centers, and knowledge repositories. The module provided an example of Contoso Coffee, a global coffee distributor, using Dynamics 365 Customer Service to manage customer issues at their contact center.

The main takeaways from this module are that Dynamics 365 Customer Service enables organizations to deliver end-to-end customer service solutions efficiently. It provides a single user interface for agents to support multiple customers simultaneously, with features like agent scripts and AI suggestions to streamline their work. The system also includes:

  • case lifecycle management features.
  • support agreements through entitlements and service-level agreements (SLAs).
  • workload management for creating and routing cases.
  • business process flows to guide support agents through the resolution process.

Additionally, Dynamics 365 Customer Service offers knowledge management capabilities for creating and managing knowledge articles.

In this module, we examined how Dynamics 365 Customer Service empowers you and your customer service agents with an array of tools. These tools are designed to help you manage cases more effectively and resolve customer issues faster. Throughout this module, we:

  • Identified use cases for Dynamics 365 Customer Service.
  • Explained the case lifecycle.
  • Examined how to use queues.
  • Examined Dynamics 365 Customer Service business process flows.
  • Described service-level agreements and entitlements.

Now that you're familiar with Dynamics 365 Customer Service's case management capabilities, your next step is to look at some other Dynamics 365 products that can provide support capabilities to your customers. This would include examining features including Omnichannel for Customer Service, Customer Service Workspace, and Connected Customer Service.

References

Dynamics 365 Customer Service

For further study