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.
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.
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.
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.