Microsoft Learn Microsoft Dynamics 365 Customer Service

Image Courtesy of Microsoft Learn

The modern consumer can sometimes be difficult for salespeople, customer service representatives/agents and marketers alike to understand.

Luckily, technology has adapted to help meet the demands of the modern consumer, and therefore, help us understand and respond to them more proactively.

With Microsoft Dynamics 365 Customer Service, users are equipped to meet the customer at any point in their journey more effectively.

In the fourth unit of the Microsoft Learn module, “Understand the modern customer journey,” we are taken on the modern customer journey along with them to understand it better…


First, Microsoft Learn reminds us that the power of self-service portals have changed the customer service landscape dramatically with the rise of the digital era.

Now, customers can help themselves, but customer service reps are still essential to the process and are required to provide the tools and resources customers need to be able to effectively engage in self-service.

Tools and resources that benefit customers in leading technology like Microsoft Dynamics 365 include:

  • Portals with interactive bots
  • Live chat capabilities
  • Interactive kiosks
  • Mobile apps
  • Remote sharing of screens from agents to customers
  • Social networks, including Facebook, Twitter, etc.

Today, customer service reps must provide an omin-channel experience to provide the best service possible to customers.

Your brand and customer service reps can’t be passive on these platforms though, but actively engaged. It’s one thing to be present on every channel, but it’s another to provide service and engagement through the many channels you exist on as a brand.

When your organization is on social media networks, for example, they should strive to:

  • Provide consistent information to customers across platforms
  • Sync bots (through social integration capabilities) to provide the same advice to customers across platforms
  • Seamlessly connect support channels to manage customer cases with more proficiency

Customer support woman smiling and looking at camera. Portrait of happy customer support phone operator at call center wearing headset. Cheerful executive at your service working at office.

The customer service experience is undoubtedly complex for the customer and customer service rep today. Now, customer service reps have move beyond the typical phone call and email service processes, and must consider key components like:

  • Social media – what networks should your company be on, and how will you integrate chat bots to provide a seamless and consistent experience for your customers?
  • Company size – what networks should you be on based on your company size and size of your customer base? Are you reaching your audience on the channels they’re on?
  • Support for contract and non-contract customers – what SLAs (service-level agreements) are included with your products or services? What is the limit or frequency of the support offered? How have you or will you define these parameters?
  • Fast response times – are you responding to your customers on their channels of choice in an efficient manner or is there a delay that is causing a lack of retention and loyalty?
  • On-site support – if your customer service reps can’t reach your customers on any of the aforementioned methods, or if they prefer face-to-face communication, do you offer support in your place of business to resolve their concerns?

This is a lot to consider, and the path to resolution is the next set of considerations you must keep in mind as you develop your customer experience. These components include:

  • Self-assistance
  • Initial case creation and routing
  • Case management and resolution
  • Post-case activities

You can learn more about these components and start to create more dynamic customer experiences and effective customer service reps when you start the unit yourself here.


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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