Dynamics 365 Customer Service

Handle cases efficiently and capture knowledge

Dynamics 365 Customer Service is a tool for handling matters efficiently and capturing knowledge about them. Discover a complete solution for consistent and connected support in all channels.

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Offer support with self-service

Manage and solve problems faster with the help of AI-based virtual administrators, freeing up time for administrators to deal with more complex problems.

Give customers direct access to your knowledge base with the right content at the right time and in the right channel.

Personalize customer service communication

Give administrators an overall view of customers’ profiles and their past interactions with your support team.

Multi-channel support with consistent, connected experiences in different channels via voice, chat, SMS, Facebook Messenger, WhatsApp, WeChat, Twitter DM and Line – all from a single desk for administrators.

Get a quick overview with a summary of the conversation, support history and the customer’s latest issues.

Optimize the service with useful insights

Built-in AI features identify new trends and automation capabilities among support topics, administrators, communication channels and knowledge management, which improves support.

Understand the customer’s interactions in real time with the help of attitude analyzes and translation. Give the administrators the context they need to steer the conversation towards a positive solution.

Gain useful insights about and better insight into how administrators and support topics affect the organization’s KPIs.

Help the knowledge managers to identify which knowledge articles are missing by understanding which topics the administrator is looking for to solve the customers’ problems.

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