User Review
( votes)When managing service calls and cases, speed, and accuracy are two things that customers have come to expect.
Not only that, but they also expect new and innovative ways of having their questions answered and support requests fulfilled that go beyond making a phone call and waiting on hold until a customer service agent becomes available. With Dynamics 365 Customer Service, your team can manage cases effectively by utilizing a powerful suite of built-in tools and features.
Here are some features that enhance case management, enabling companies to manage their customer service processes more effectively:
- Automated Case Routing and Record Creation: Dynamics 365 automates the assignment of cases to appropriate agents and the creation of case records, reducing manual effort and ensuring timely responses.
- Service Level Agreements (SLAs): The platform allows the definition and monitoring of SLAs, ensuring that cases are addressed within specified timeframes, thereby maintaining service quality and accountability.
- Business Process Flows: These guide agents through standardized procedures, ensuring consistency in handling cases and improving overall service quality.
- Knowledge Base Integration: AgentREs have access to a repository of knowledge articles, enabling them to resolve cases more efficiently by leveraging existing information.
- Copilot Summaries: This feature provides agents with AI-generated summaries, facilitating quicker understanding and resolution of cases.
- Dashboards and Analytics: Built-in dashboards offer comprehensive insights into case trends, SLA adherence, and team performance, supporting data-driven decision-making.
- Enhanced Customer Experiences and Agent Efficiency: Both your customers and customer service agents will benefit from these tools. Your team will have the tools to resolve cases more quickly and efficiently, which will in turn make customers happier.
- Scalability: Dynamics 365 is designed to scale with growing businesses, adapting to increasing case volumes and evolving service needs without compromising performance.
By leveraging these features, your company can streamline your customer service operations, enhance agent efficiency, and deliver consistent, high-quality support to your customers. Stoneridge experts can help you implement this solution and optimize it so you give your customers the best experiences possible. Get in touch with us to learn more!
Additional Resources: Learn More About Dynamics 365 Customer Service
Curious to learn more about Dynamics 365 Customer Service? Check out our blog and YouTube channel for more insights.
From the Stoneridge Blog:
- Dynamics 365 Omnichannel for Customer Service: Elevate Your Customer Experience
- How to Manage Cases Effectively in Microsoft Dynamics 365 Customer Service
- Insights from Microsoft: Copilot in Dynamics 365 Customer Service
- Establish a Great Customer Experience with Dynamics 365 Omnichannel for Customer Service
- Customer Service and AI: Use Dynamics 365 to Foster Loyalty and Satisfaction
Case Studies: How Stoneridge Has Helped Organizations Implement and Optimize Dynamics 365 Customer Service
- Fueling Growth: Innovative Response to Expanding Service Demands with Dynamics 365 CE for Customer Service
- Manufacturer Implements Omnichannel for Customer Service to Streamline Interactions, Enhance Support Experience
- Innovating Patient and Physician Services: Digital Revolution with Dynamics 365 Customer Service
From the Stoneridge YouTube Channel:
Auto Case Creation Rules in Dynamics 365 Customer Service
Learn how to automatically convert support emails into cases, apply custom conditions, automate responses, and route cases to the right team – all without manual inbox monitoring.
How to Use Omnichannel for Dynamics 365 Customer Service to Foster Client Loyalty
In this video, Stoneridge experts Callum Marshall (Solutions Architect) and Matt Van Dyke (Director of Consulting Services) delve into the power of Omnichannel in Dynamics 365 Customer Engagement.
Customer Service Excellence: AI and Copilot Insights from Microsoft’s Deepa Bansal
In this video, Stoneridge Director of Consulting for Dynamics 365 Customer Engagement and Power Platform Matt Van Dyke is joined by Microsoft Senior Program Manager for D365 Customer Service Deepa Bansal to discuss AI in Customer Service.
Microsoft Dynamics 365 for Batch Manufacturers: CRM Customer Service
Learn more about how Dynamics 365 gives batch manufacturers the tools and expertise to manage customer service more efficiently.
What is Your Customer Support Experience? Strengthen Your Team with Dynamics 365 Customer Engagement
Learn about the capabilities inside Customer Service that can help your support team resolve cases faster and work smarter.
The post Use Case Management in Dynamics 365 to Streamline Your Customer Service Processes appeared first on CRM Software Blog | Dynamics 365.
