Customer Service

Throughout the year, our experts share many tips on Microsoft Dynamics 365/CRM, Salesforce, marketing, sales, and customer service.

A core part of our business is our Customer Service Consulting Services, and these tips that you enjoyed most complement those service offerings!

Based on page views, engagement, and shares, we’ve narrowed down the Top 10 Customer Service Tips shared by Ledgeview Partners in 2019.

Here’s what you enjoyed most…


Customer Service Case Resolution

10. Microsoft Dynamics 365 for Customer Service – Case Resolution

When you open Microsoft Dynamics 365 for Customer Service, navigate to your Customer Service Dashboard to see Open and Active cases within the past 7 days.

Click the case you want to work on, and start working on case resolution.

As a Customer Service Agent, you will see a Business Process Flow at the top of your screen that guides you through how to solve the case.

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Voice of the Customer in Microsoft Dynamics 365/CRM

9. How to Create Surveys with Voice of the Customer in Microsoft Dynamics 365/CRM

Voice of the Customer is a valuable tool in Microsoft Dynamics 365/CRM to gain insight into your customer data with relevant feedback right from the mouth of your customer.

To create surveys in Voice of the Customer in Microsoft Dynamics 365/CRM, you will navigate to the Designer.

Before you get started, remember to fill in your pertinent information, and save your survey along the way. You will change your form to survey via the Designer.

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Salesforce Omnichannel Customer Service

8. What’s Possible with Omni-Channel in Salesforce for Customer Service

Omni-Channel in Salesforce for Customer Service is a comprehensive customer service solution that lets contact centers push work to their agents in real time.

With Omni-Channel, you can take a variety of channels, whether web or social or another network and create a Salesforce object based off of it.

You may create a Case, Lead, SOS, or other custom Record.

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Customer Service in Salesforce

7. What’s Possible with Entitlements with Customer Service in Salesforce

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.

Oppositely, with internal happenings, you may see how long it is taking agents to handle customer service cases in Entitlements.

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6. What’s Possible with Knowledge with Customer Service in Salesforce

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. 

It also enables Customer Self-Service.

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Microsoft Dynamics 365 for Customer Service: Self-Service Portals

5. Microsoft Dynamics 365 for Customer Service – Self-Service Portals

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.

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Microsoft Dynamics 365/CRM Demo

4. Why Use Voice of the Customer in Microsoft Dynamics 365/CRM

Voice of the Customer (VOC) is an incredible tool in Microsoft Dynamics 365/CRM that allows users to create and send surveys to customers in order to obtain relevant feedback.

Customers can easily take those surveys on their phone, tablets, or computers with Microsoft Dynamics 365/CRM.

Voice of the Customer is a tool that’s always moving and adjusting to the marketplace. If you don’t know how your customers feel about you, or you assume how they feel about you, you may be unable to adjust and adapt to the changing landscape.

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Salesforce Blog Post Ledgeview Partners

3. 5 Quick 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.

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Dynamics 365 Tips Tricks and Best Practices

2. Follow Your Customers’ Actions in Microsoft Dynamics 365/CRM

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.

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Customer Service Goals and Metrics

1. 6 Important Customer Service Goals and Metrics You Should Be Tracking

Your Customer Service team needs a set of goals and metrics just like your sales and marketing teams, and organization as a whole.

These specified goals should keep them thinking about their desired end results and how they can improve together and as individuals to achieve them.

Whatever the most important metrics are for your organization, you should be measuring them.

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We hope you’ve enjoyed revisiting these top customer service tips of 2019, and look forward to creating more tips for you in 2020!

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