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Dynamics 365 For Sales Features
- Unified platform for cross channel visibility of all communications.
- Customer Insights with a 360-degree view in a customized dashboard.
- Personalization and customer escalation based on the previous history.
- 24×7 help with AI-powered Bots, Community Support and Help knowledge base.
- Real-time Support accessible across all platforms and devices.
- Role tailored customization of dashboards to ensure more informed agents and managers.
- Quick escalation and customer classifications to ensure better Support at all levels.
- Machine learning and advanced analytics-driven help forums and communities to provide speedy resolutions while reducing human interactions.
- Single knowledge base for all levels and channels of Support.
- Social Media, Chat, Call history, etc. are all stored at a unified support panel.
- AI and analytics-driven improvements of the knowledge base for continuous improvements.
- Real-time view of all critical metrics, services, and interactions on a customized dashboard.
- AI-driven intent detection of Social posts for customer classification.
- Machine Learning enabled articles and help guidelines.
- Recent trends, highlights and KPI’s on one single dashboard for informed decisions.
- Track Cases By Agents, Customer Classification, Urgency level, Escalation, etc.
- Easy to escalate cases with inter-channel escalation capabilities.
- Omni-Channel communication dashboard brings communications across all platforms in one place.
- If you have a team of technicians or support staff working on the field, D365 enables you to connect your field service team with other support teams.
- Seamless communication between on-field and back-office teams.
Dynamics 365 for Customer Service Advantages
- Informed agents take contextually guided actions with 360 view of customer status and requests.
- Agents are empowered to seamlessly communicate with clients over the Phone, Email, Chat Support, or even Social Media platforms.
- AI and Machine learning guided bots and support pages for regularly occurring customer requests.
- Customizations, Collaborations, SLA’s, and Workflow enhancements for better user experience.
- Gamification tools for Agent motivation and productivity enhancement.
- Customizable dashboards show real-time details and information needed at each role
- Data analysis and reviews are made easier with interactive charts including data from other apps.
- New reports are generated in real-time using AI and BI tools for performance reviews.
- Leads and customer evaluation for up-sell, cross-sell and other similar opportunities.
- Reports can be tuned for custom KPI’s and data points to give specific details of your business.