Capture feedback from users and customers with a simple thumbs up / thumbs down and use the feedback to continuously improve your knowledge base and increase case deflection and first-touch resolutions.
Configure your knowledge base with Power Apps Portals and allow your users to log in and browse. Working a case? Email a knowledge base article to your customer with just a few clicks. Use the Dynamics 365 knowledge base as a single source of truth for all your support information. Microsoft Dynamics 365 for Customer Service gives you a complete 360-degree view of the customer, enabling agents to engage customers with personalisation. Give your support staff a single interface to manage all of their interactions with the Customer Service Workspace app. Let’s look at what’s new in this release. If the conversation switches channels, your service agent can see the entire conversation thread, without losing context. The on-premises version of the Dynamics 365 for Customer Service application provides a limited subset of the customer relationship management (CRM). Omnichannel enables you to create issues from web, phone, social media, live chat, and chatbots. The new features for Microsoft Dynamics 365 Customer Service and Microsoft Dynamics 365 Field Service provide the agility to adapt to changing customer needs, as well as streamline agent and technician workspaces, so they can resolve issues faster. Meet your customers where they need help. Customer data is stored in a common data service, so you can work with and understand your customers across any app.Ĭustomer service offers a robust solution for customer issue management. Microsoft Social Engagement is a Dynamics 365 service that provides your sales, service and marketing teams with powerful online tools. Knowing your customers enables you to personalize each experience and optimizes your agents’ productivity so you can earn customers for life.Ĭhoose from several app experiences depending on your support organization’s needs. Dynamics 365 Customer Service ensures your business delivers the best customer service experience to your customers. The Customer Service application allows you to engage on any channel or device through its multi-channel capabilities including email, chat, and social.
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