When you open Microsoft Dynamics 365 for Customer Service, navigate to your Customer Service Dashboard to see Open and Active cases within the past 7 days.
Click the case you want to work on, and start working on case resolution.
As a Customer Service Agent, you will see a Business Process Flow at the top of your screen that guides you through how to solve the case.
In the Business Process Flow, you can also see how long agents are spending on each stage as a manager and identify where they need coaching to move things along faster.
As agents move through the process, confirming the information that is in the system, they can continue to move on to next steps as they cover all of their bases in steps prior.
Customer Service Agents may also determine whether or not the case is high priority based on the needs of the customer.
The system automatically knows when the information was input and determines whether or not any SLAs (service level agreements) are attached to it.
From the system, you can assign the case to a new agent as well. You may otherwise add it to a High Priority Queue if necessary.
Case information is listed among the columns so it can be easily referenced by Customer Service Agents or customers whenever they’re in communication to get the case history details
Customer Service Agents have many options, whether they want to include the customer’s Twitter handle, business or mobile phone, Facebook profile URL, or another link to relevant information.
As agents begin working on the resolution, they may add phone call notes or go through a series of auto-assigned activities to move forward through the process.
Attempted calls or voicemails can also be recorded to show progress.
Customer Service agents can also set up task reminders including specific times of when tasks should be completed.
You can email customers from the portal to show information that is helping customers with similar issues as you continue contact with them.
The system automatically brings in knowledge-based information when agents compose a new email to a customer, much like the information customers will find when they are searching the Customer Service Self-Service Portal themselves.
Customer Service Agents can attach relevant files to these emails as well.
A benefit to having email right in the Customer Service module is the email engagement feature that allows agents to schedule messages at a preferred time and get reminder alerts.
Agents can set up reminders to follow up with customers if they do not receive replies from them on a certain day or time.
Finally, in Relationship Insights, agents can track whether or not customers are opening emails or clicking on links included within the body of an email.
All of this activity is reflected in the customer support case token.
Once agents are ready to resolve the case, they should ask the customer to complete a customer satisfaction survey to be sure their needs were met.
At the end of the case, agents can either select “Cancel Case” or “Resolve Case.”
When agents resolve a case, a Case Resolution screen will pop up for agents to finish the process and track it within the system.
Cancelling a case may mean that the customer has resolved the issue themselves without direct help from an agent.
Upon completion of the entire case resolution process, the case will move to Resolved mode.
Voila! Agents are done, and, hopefully, customers are happy.
To learn more about Microsoft Dynamics 365 for Customer Service watch this.