Advanced Features of Dynamics 365 Customer Service

Posted on: January 3, 2024 | By: Page Wildridge | Microsoft Dynamics CRM

Dynamics 365 Customer Service is a powerful tool for your business to improve your relationship with your clients. In case you missed it, we just posted a blog covering the more basic features within 365 Customer Service. Check it out here. In this blog, we will go over more advanced features that you can use within Dynamics to take your customer service to the next level. 

Resource Scheduling

Dynamics 365 will support your company in creating more pointed client support depending on the resources that are needed to solve your client’s problem. The system will take into account a variety of different parameters, including equipment, knowledge, availability, location, and more. Once it has taken into account these parameters, it will optimize your company’s resources depending on the skill sets needed.  

Customer Portal 

Your business can create customer portals within Dynamics 365 to make sure that your client is always in the loop. Your client will be able to login to see cases, make updates that your customer service team can see, and view the general status of each closed and opened case. The portal is an awesome integration tool between your team and your clients to help keep each other connected. 

Omnichannel Communication

Through Dynamics 365, you can seamlessly reach out to your customers through many different lines of communication. This includes Teams chat, email, calls, SMS text, and more. Additionally, your customer service representatives can view all methods of communication in one interface. This helps representatives stay on top of each case, while avoiding asking your client the same question twice. Lastly, your business can be assured that you are following industry standards around automated communications.  

Next Steps 

Logan Consulting is a proud Microsoft partner that is here to support your CRM needs. Contact us today to speak to an expert about Customer Service within Dynamics 365. 



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