Microsoft Dynamics 365 Customer Service Capabilities
Quickly address and resolve issues using AI-powered virtual agents, freeing agents to handle more complex matters.
Deliver immediate access to the right content at the right time on the right channel.
Collaborate, share tips, and glean rich insights from experts and external users.
Give agents a holistic view of the customer’s profile and previous interactions with your support team.
Omnichannel support delivers consistent, connected experiences across channels, including voice, chat, text, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line—all from a unified agent desktop.
Get at-a-glance views of the customer’s conversation summary, support history, and recent cases.
Resolve issues faster by using AI and rules to classify, prioritise, and assign customer support enquiries from all channels to the most qualified agent.
Get AI-powered suggestions that use real-time context cues to recommend similar knowledge articles or cases, and reference those resources to resolve customers’ issues quickly.
Give agents the option to work across multiple open cases without losing context or work in progress.
Quickly resolve complex cases using intelligent collaboration and swarming with Microsoft Teams embedded into the agent desktop.
Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.
Give agents the information needed to resolve issues quickly by connecting disparate database sources with federated knowledge search.
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