Microsoft Dynamics 365 for Customer Service: Features and Functions for Agents

Microsoft Dynamics 365 for Customer Service

When Customer Service Agents are logged in to their Microsoft Dynamics 365 for Customer Service internal database, they are given a lot of information.

As an Agent, when you log in, you will open to your default screen, but capabilities extend far beyond this first screen.

Microsoft Dynamics 365 for Customer Service


Represented above are the various areas Customer Service Agents may have access to within their internal systems.

To help with Customer Service Relations efficiency, agents may use the Global Search feature, which allows them to type in keywords or phrases that search the entire database to bring information to them.

Microsoft Dynamics 365 for Customer Service


Customer Service Agents should also take advantage of the Recent Views tab to quickly navigate back and forth between active cases.

To do this, agents simply have to pin records so that each time they open Recent Views, the records they want to see appear.

Microsoft Dynamics 365 for Customer Service


Next, the Quick Creation option allows Customer Service Reps to easily get information into the system, such as when they are on the phone with a customer who only has a few moments to interact.

Information is able to quickly be inputted with fewer fields to track, and referenced later as needed.

Microsoft Dynamics 365 for Customer Service


Finally, Advanced Find is a quick search feature that allows Customer Service Reps to search across multiple fields within the system.

Microsoft Dynamics 365 for Customer Service


With these many features and functions in mind, it’s recommended when opening Microsoft Dynamics 365 for Customer Service that agents navigate to their Customer Service Performance Dashboard to start.

Depending on how your system is set up, the dashboard may be a list of open cases or charts of information.

Within the dashboard, agents can spot trends related to product issues, cases being entered, and, of the cases, which agents they’ve been assigned to.

Additional information and charts may show the origin of engagement (whether social, web, email, phone, etc.), and cases organized by priority or incident type.

By starting the day with these real-time insights, Customer Service Agents can be more proactive with task organization in their day-to-day processes.

This is really just the beginning of how Microsoft Dynamics 365 for Customer Service creates a more efficient process for Customer Service Agents and customers alike.

Learn more about the possibilities of the system when you watch Ledgeview’s on-demand webinar, “Microsoft Dynamics 365 for Customer Service” here.

Ledgeview Partners Demos

Contact Ledgeview for a demo of Microsoft Dynamics 365 here.

About Julia Flaherty

Marketing Coordinator at Ledgeview Partners.

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