Dynamics 365 Microsoft Dynamics 365 is the next generation of intelligent business applications that enable your organization to grow, evolve and transform. These applications unify CRM and ERP capabilities with purpose-built applications that work seamlessly together to help manage specific business functions and allow your organization to transform to meet customer needs and capture new opportunities.
Some of the key capabilities of Microsoft Dynamics 365 Customer Service are:
- OMNI-CHANNEL ENGAGEMENT
Enable end-to-end customer service engagements across self and assisted service channels, including field service when there is a need for onsite help. A unified platform ensures context across channels and engagements, delivering personalized and consistent service with minimal customer effort.
- SELF-SERVICE & COMMUNITIES
Empower the increasing majority who prefer to find answers on their own through self-service and community options. Provide branded self-service options that deliver consistent, up-to-date answers and personalized information, and a community experience to connect with peers and subject matter experts.
- AGENT ENABLEMENT
Empower agents with a single, unified experience to speed resolution and provide differentiated levels of support. A role-tailored experience delivered through a single dynamic interface contextually serves up the tools, guidance and data agents need to provide a more personalized, effective standard of service.
- UNIFIED KNOWLEDGE
Equip customers and frontline staff with a definitive single source of truth through unified knowledge. Ensure knowledge is relevant by capturing and publishing across your content channels while measuring impact and opportunities to grow your knowledge base through rich analytics.
- SERVICE INTELLIGENCE
Identify trends, anticipate opportunities and gain insights using rich analytics. Explore what-if scenario’s and forecast outcomes through interactive charts and powerful data visualization capabilities. Our solution empowers employees at every level of the organization to have a positive and meaningful impact on business outcomes.
.For more information, visit: https://www.microsoft.com/en-us/dynamics365/customer-service