Salesforce Knowledge lets Customer Service Agents and Users create and manage important company information and securely share it when and where it is needed.
With Knowledge in Salesforce, you can create different articles and forms on common issues. This is beneficial to agents and Users so that when issues arise, they can easily track down proven paths to case resolution.
Entitlements allow Customer Service Agents to manage service level agreements (SLAs) with customers, or manage internal happenings.
Officially, Entitlements in Salesforce for Customer Service are a group of Salesforce features that help you enforce service level agreements (SLAs), which are contracts that spell out the level of service you’ve promised to your customers.
Voice of the Customer (VoC) has been deprecated for customers using Dynamics 365 apps.
After the release of Microsoft Forms Pro, Microsoft announced the deprecation of Voice of the Customer (VoC) within Dynamics 365.
Looking at the future, Microsoft says Forms Pro will “provide seamless integration for surveys within Microsoft Business Applications, including Dynamics 365 and Office 365.”
How will this deprecation affect customers currently using VoC? Microsoft informs that existing Dynamics 365 customers with a VoC entitlement will maintain the ability to create and distribute new surveys and collect responses from live surveys for a period of 12 months, officially ending on July 1, 2020.
Explore the Benefits Salesforce Lightning Console Has for Customer Service Agents — Lightning Console in Salesforce Service Cloud makes it easier for Sales Reps and Customer Service Support Agents to spot the information they need to get their jobs done faster.
The console works to increase day-to-day efficiencies and is very configurable for organizations.
From the Customer Service Side, though you may find yourself frequently jumping between windows, Lightning Console helps to keep you grounded.
When used the right way, Microsoft Dynamics 365 for Customer Service can lead to your organization providing world-class customer service that leads to unwavering customer loyalty.
In 2018, the way we interact with customers has changed dramatically, with a majority of consumers expecting a digital response and presence from brands and organizations.
According to Forrester Research, 84% of consumers use a web or mobile self-service to find answers.
When customer service agents are provided the right tools to manage customers, job satisfaction increases as well as client retention. It is easier for agents to provide the right answers or lead customers to them.
Learning how to follow records in Microsoft Dynamics 365/CRM can increase your efficiency by allowing you to easily track activities (in real-time) by leads, accounts, contacts, etc.
For instance, if one of your customers is having various issues and you want to be able to see each support case that has been created or resolved in real-time, following that customer’s record in CRM allows you to see all the information in your activity feed.
This can be helpful when making sure you and the right people within your organization are staying updated on any issues that may be occurring with your customers.