Dynamics 365 for Customer Service is an omnichannel tool that offers AI-powered analytics and delivers personalized customer service. Moreover, it ensures connected & consistent support through all customer engagement channels. Similarly, it unifies the customer interaction data, facilitates faster delivery of results, and enhances the overall brand perception.
This blog looks at the core features of the case management in Dynamics 365 for Customer Service. While on the one, it identifies cases and routes cases to the most appropriate person. On the other hand, it paves the way for quick resolution of queries and creates a seamless customer experience.
Core Features of Case Management in Dynamics 365 Customer Service.
CASE
In Dynamics 365 for Customer service, a case represents any situation where the customer is looking for a resolution such as Questions, Requests, and Issues. Moreover, it helps businesses “track the overall progress right from the initial stage, through the remediation process, and until the final resolution”. Besides, businesses have the option of attaching multiple cases with a single customer at any point in time.
Following are some of the examples of cases:
Questions
It refers to the specific questions a customer may have regarding the different products & services.
Requests
It refers to activities like action or more information regarding products that a customer may request.
Issues
It refers to the various problems faced by the customer, such as product issues, warranty claims, disputes related to billing, etc.
ACTIVITY
Activity refers to businesses’ interactions with their customers–for example, email, phone calls, etc. Moreover, using Dynamics 365 for Customer Service, businesses have the option of associating multiple activities with a single case.
KNOWLEDGE ARTICLES
In dynamics 365 for Customer Service, knowledge articles are the informational articles that help customers resolve their queries. While on the one hand, customers can access all the relevant information without switching applications. On the other hand, it paves the way for quickly resolving cases.
ENTITLEMENTS
Entitlements refer to the amount of support services to which a customer is entitled.
QUEUES
Queues help businesses track and monitor the progress of the cases. Moreover, it offers a database of pending cases that require their attention. Similarly, it also helps prioritize issues and categorize them based on geography, products, subscription levels, etc.
SERVICE LEVEL AGREEMENTS
In Dynamics 365 for Customer Service, the Service Level Agreements helps businesses in tracking and defining the case resolution process. Furthermore, they can track support policies and ensure that their customers receive support as per their entitlement. Further, it includes all the essential details such as support timeline, number of requests that a customer can make, etc.
RECORD CREATION & UPDATE RULES
This feature allows businesses to automatically create and update systems or custom records without any code. They can do so through incoming activities like emails etc.
ROUTING RULES
In Dynamics 365 for Customer Service, businesses can efficiently & automatically route cases to specific queues and users. While on the one hand, it automates tasks across channels and assigns cases depending upon the presence & capacity of the agent. On the other hand, it also helps them unlock and analyze productivity across different customer engagement channels.
BUSINESS PROCESS FLOWS
By using Dynamics 365 for Customer Service, businesses can benefit from a series of guided processes or stages known as Business Process Flows. Moreover, it supports a streamlined user experience and allows a quick resolution of cases.
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