Microsoft Dynamics 365 Customer Service

With the constant changes included in the product, we can now use it for all the customer service scenarios / channels, for e.g. earlier for voice, we had to buy 3rd party CTI based tools, but now Voice Channel being available as the part of the product, that solves that thing. Also we see constantly new AI-driven features added to the product that could save lot of time of the agents while working on the cases like case summary, automate email generation, sentiment analysis etc.

• Relationships
• Communication
• Portal
• Extendibility/customizations.
• Process management.

Incentivized

• It occasionally crashes or slow down, but it usually works great.
• Costly.

Incentivized

Microsoft Dynamics 365 Customer Service is generally very user-friendly, especially for those familiar with Microsoft products. The strength of Microsoft Dynamics 365 Customer Service is its integration with Outlook and Microsoft Office products like Word, Excel etc. and it user interface being similar to those products. This makes it easy for user to adopt to any new app.

It's a slightly slower platform, but it is much more robust at capturing all the details we need. We've also augmented base functionality with custom spin-off entities and processes for things like creating design documents, resourcing, and managing SLAs and notifications. Additionally, reporting off of the Dataverse entities is much easier and well-documented.

Incentivized

• Creativity way.
• Foster increase in revenue.
• Improving decision-making.
• Culture of good relationship/service.

Incentivized