Microsoft Dynamics 365 for Customer Service

Image Courtesy of Microsoft Learn

The first Microsoft Learn module we are covering on the Ledgeview Partners Blog is, “Get Started with Microsoft Dynamics 365 for Customer Service.”

This module is comprised of five units to help you understand what’s possible with Microsoft Dynamics 365 for Customer Service and utilize it to your organization’s full advantage.

We know that customer service is a core part of what makes a business successful or unsuccessful. Poor customer service can lead to a slew of business problems like a poor brand reputation, customer loyalty, employee retention, lead conversions, and business value.

The importance of quality customer service is undeniable, for these reasons and more!

Microsoft Dynamics 365 for Customer Service is designed to help you improve customer relationships, which reflects on your business as a whole.

In the first unit, we are introduced to Microsoft Dynamics 365 for Customer Service and begin to understand its basic purpose and functionality for customer service agents.


Introducing Microsoft Dynamics 365 for Customer Service

The modern consumer wants everything and they want it now! We are a demand-driven society, and Microsoft Dynamics 365 for Customer Service is designed with this mentality in mind, to help you maintain control of the customer experience without interfering.

Along the sales cycle, the customer touchpoints include interactions with sales, marketing, and customer service, from quotes to emails to welcome kits, and on…

Within this unit, we are provided key examples of how Microsoft Dynamics 365 for Customer Service helps customer service agents:

  • Address or solve customer or product issues
  • Receive and answer customer questions
  • Collect and apply customer feedback

Today’s customer is very knowledgable. They often know more about you and your business on the first touchpoint than you know about them! Therefore, your customer service reps must be prepared to respond at any phase they’re in within the customer lifecycle.

Before a consumer decides to purchase, they may look to the internet to research, select their product or service of interest and compare prices, check out customer reviews to determine the best value for the best quality product or services, and then engage with a sales representative.

This mantra can be applied across different customer experiences. Thinking about customer service, reps must be able to provide customers the flexibility to drive engagement while keeping it on their terms.

Today, trends influencing customer service include:

  • Mobile devices
  • Social media
  • Self-service
  • Internet of Things
  • and Customer Engagement

Within this module, we put what we learn to work and dive deep into how to respond to these trends in customer behavior, utilizing technology like Microsoft Dynamics 365 for Customer Service.

Get started with this unit here.


If you would like more assistance getting started with Microsoft Dynamics 365 applications, reach out to our team. We’re happy to help you, whatever phase of the CRM journey you find yourself in.

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