3 Great Features within Dynamics 365 Customer Service

Posted on: January 2, 2024 | By: Page Wildridge | Microsoft Dynamics CRM

Dynamics 365 Customer Service is a powerful tool for your business to increase client satisfaction. The application will allow your team to provide more cohesive and quicker support to each of your customers. At the same time, you can use the software to obtain more knowledge about your customer base. In this blog, we will discuss three of the main features within Dynamics 365 Customer Service that your business can take advantage of. 

Generating Cases 

With each new client that needs support, Dynamics 365 will generate an individual “case”. This case will store all of the information on the client. This information includes the help that they need, as well as when the help is needed. By generating cases, your business can keep each client organized and your team can provide the most effective support. 

Creating a Queue 

As you get more cases for each customer service need, Dynamics will create a queue depending on the type of support your client needs. These queues are specialized depending on the needs of your business. For example, you can arrange your queue by location. This will ensure that members of your team are speaking with clients in the same region to provide more guided feedback. Additionally, you can arrange queues depending on skill-level needed to resolve the issues. By customizing your queue, you ensure that each client is speaking with the correct team member for their needs. 

Forming a Knowledge Base

As your business grows and supports more and more clients in their customer service needs, Dynamics 365 will generate a knowledge base of each case. This enables your team members to search the internal company knowledge base to find similar cases to their current ones. By keeping track of past cases from start to finish, you can resolve new ones in half the time. 

Next Steps 

Logan Consulting, a proud Microsoft partner, is here to help you get the most out of your CRM solution. If you are looking to elevate your customer service in the new year, contact us today to speak to an expert.



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