5 of the Most Underutilized Dynamics 365 Customer Service Features

5 of the Most Underutilized Dynamics 365 Customer Service Features

Microsoft Dynamics 365 Customer Service helps you empower your customer service team, differentiate yourselves from your competition, earn customers for life, build brand loyalty, and so much more.

With all of the features Microsoft Dynamics 365 Customer Service offers, many of its key capabilities may be overlooked and go underutilized as a result.

Don’t let your organization fall into this!

Once you’ve made the investment in Microsoft Dynamics 365 Customer Service, make the most of it by taking advantage of these commonly underutilized features. Get the best ROI.


  1. Service Level Agreements

Track customer satisfaction, response and resolution times, customer retention rates, employee engagement, and more by configuring service level agreements in Dynamics 365. Business closures and working hours can also be set up in Dynamics 365 to provide accurate information as to when support is provided to customers when considering the SLA.


  1. Entitlements

Entitlements can be set up in Dynamics 365 and represent agreements between your organization and the customer that define the type of support a Customer should receive.


  1. Knowledge Base

Knowledge articles with information such as solutions to common issues, product or feature documentation, answers to frequently asked questions (FAQs), product briefs, and more can be easily referenced by your Customer Service Representatives during a client call or while troubleshooting a case.


  1. Record creation and update rules

Configuring record creation and update rules allows you to automatically create or update records from incoming activities, such as emails, social activities, or custom activities, without writing any code. For example, you can configure a rule to automatically create a case and/or a lead from an email.


  1. Dynamics 365 Customer Service Insights

Dynamics 365 Customer Service Insights analyzes your support cases. Related case records are grouped together and displayed as topics. You can drill into each topic to see information about the cases that make up each topic. The KPI Summary Dashboard provides a quick and easy way to gain insights into cases and topics in Dynamics 365.


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