Microsoft Dynamics 365 Customer Service

In the second unit of the Microsoft Learn module, “Dynamics 365 Customer Service,” we are given a closer look at the benefits and functionality of the tool.

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“Microsoft Dynamics 365 Customer Service empowers companies to deliver end-to-end self-assisted and onsite service across the omni-channel,” they say.

Dynamics 365 Customer Service helps businesses across a variety of industries to:

  • Engage customers
  • Empower employees
  • Optimize customer service processes
  • And much more!

Within this unit, Microsoft explains the benefits through a relevant case example.

Andrew, a Customer Service Manager, is experiencing some challenges within his organization. He is “determined to earn customers for life.”

In his role, he cares most about:

  • Providing quick and accurate resolutions to customers
  • Using a single agent interface driven by automation and AI
  • Utilizing omni-channel engagement
  • Boosting agent productivity
  • And increasing customer satisfaction

Dynamics 365 Customer Service helps address Andrew’s needs by:

  • Helping his team engage with customers on multiple channels more quickly
  • Delivering personalized customer service tailored to the individual’s unique needs
  • Learning from every interaction with a customer
  • Using AI-driven insights to produce the most effective outcomes
  • And innovating with an adaptable platform

Microsoft takes the example a step further to inform about how different industry sectors take advantage of the capabilities Microsoft Dynamics 365 Customer Service offers:

  • Banking and Capital Markets:
    • D365 CS

      Image Courtesy of Microsoft Learn

      If Andrew is a Customer Service Manager within this industry, his goals may (more specifically) include: To engage customers, empower employees, and optimize customer service processes within his organization. To do this effectively for Banking and Capital Markets, Microsoft explains that Andrew can:

      • Leverage customer interaction results and use data to improve customer service, provide consistent experiences, build loyalty, and prepare for future ways of customer interaction
      • Provide personalized and consistent customer service from beginning to end of transaction while maintaining and fostering positive customer relationships from all channels
      • Leverage intelligence to deliver relevant information whether on the phone or in-person to practively identify customer needs
      • Provide customer service agents with extra information at the start of the call to maximize customer interaction and reinforce business messaging
      • Empower employees with an intelligent personal assistant to provide knowledge and real-time insights to deliver intelligent insights and make better real-time decisions
      • Encourage first-call resolution and increase engagement scores by leveraging internal systems from a single interface
        • Agents can even get everything they need from legacy systems to get a full 360-degree customer view and know how to best serve them
      • Simplify, unify, and expand systems into a fully integrated solution
        • Call center capabilities, social engagement, surveys, and notifications will sync seamlessly to allow for a smooth organizational flow
      • Replace legacy systems to gain a full 360-degree view of customer data and information about the rest of their business
      • Analyze results of customer actions or interactions to determine the next-best action (NBA) and respond to their needs utilizing technology that can best fit their needs
      • And much, much more!

Examples are also elaborated upon for these industries within the unit, which you can explore by completing and viewing it yourself:

  • Financial Services
  • Professional Services
  • Education
  • Government
  • Healthcare
  • Manufacturing
  • Retail

If this sounds like you, and you’d like to learn about what’s possible to maximize your agent productivity and improve your processes, start this Microsoft Learn unit here.

Unit 3 of this Microsoft Learn module expands upon this topic with another relevant case study from Hewlett-Packard (HP), which you can find here.


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