Microsoft Dynamics 365 Customer Service provides a unified platform with omnichannel capabilities, intelligent tools and deep customization options aimed at enabling businesses to deliver exceptional customer experiences. Learn how it enables productive agents, drives efficiency through digital transformation, unlocks valuable customer insights leveraging AI, integrates seamlessly with other systems and offers extensive configuration flexibility with the Microsoft Power Platform.

2. AGENDA
● What is a Good Customer Service?
● Need of Customer Service
● What’s Possible: Using Customer Service in Dynamics 365
● Introduction
● Customer Service : Service Management & Service Scheduling
● Services Management Entities
● Case Management in Dynamics CRM
● What is a Queue?
● Service Level Agreement (SLA)
● Conclusion

3. What is Dynamic 365 Customer Service ?
Microsoft Dynamics 365 for Customer Service is a powerful customer engagement solution that
empowers organizations to provide excellent customer care while optimizing customer service
operations. It offers omni-channel capabilities encompassing phone, chat, messaging, portal, and
social channels on one platform. Key capabilities include case/ticket tracking, knowledge
management, customer profiles/insights, entitlements and SLAs, queues and routing, integration
with other systems, customization using Power Apps and Power Automate, Reporting through
Power BI along with embedded analytics and artificial intelligence. Overall, Dynamics 365
Customer Service aims to unify data into actionable insights, enable productive agents and
automated self-service, and foster consistently positive customer interactions across the
engagement lifecycle. It is a comprehensive cloud-based CRM platform tailored for modern
customer service needs.

4. What is Good Customer Service in Dynamic 365
● Customer service refers to the services you and your workers provide before,
during, and after a purchase.
● It is, for example, how you interact with your consumer.
● Improving your customer service abilities results in higher client satisfaction and
a more pleasurable experience for them.
● Good customer service leads to client pleasure, even if it requires additional
resources, time, and money.
● Providing excellent Dynamic 365 Customer Service can help you expand and
grow your company.

5. Need of Customer Service in Dynamic 365
● The best customer service builds trust.
● Customer service is more important than price.
● Brand awareness will increase.
● A good customer service reduces difficulties.
● It entices the customer.

6. What's Possible: Using Dynamics 365's Customer Service
● Delivering outstanding customer service entails equipping your service team
with all they need to provide an experience that will enhance customer loyalty.
● In this presentation, we'll look at the enhanced features and advantages that
using a service from Microsoft Dynamics CRM can offer your company.

7. INTRODUCTION
● Customer Service Module is one of the most powerful and frequently
overlooked aspects of Microsoft Dynamics 365.
● You can use it to control and monitor customer service activity within your
company. To improve customer service, use Dynamics 365
● Track Customer services through cases
● Share knowledge base information
● Make queues and send cases to the appropriate channel.
● Specify service conditions using entitlements
● Create queues , and route cases to right channel

8. Customer Service : Service Management & Service
Scheduling
● There are two main function sets that make up the customer support
functionality:
● Service Management
● Service Scheduling
● Cases, an incident-based service, are supported by service management.
● Service Scheduling: It assists businesses in keeping track of the many
service kinds, their scheduling, and the resources required to carry them out.

9. Case Management in Dynamics CRM
● The case entity offers incident-based tracking for potential customer
problems.
● To track a customer's request, inquiry, or issue, for instance, a customer care
agent can establish an incident (or case). The incident entity allows for the
tracking of all communications and actions.
● One of the three states—Active, Resolved, or Cancelled—can apply to an
incident.

10. What is a Queue?
● A queue is simply a collection of "Work items" such as cases, activities, or
other entity types.
● Queues are used to arrange and keep track of "jobs" that are awaiting
processing.
● Queues enable a group of unique entity records, such as cases, to work on or
claim queue items. Users can also see who is working on what.

11. Service Level Agreement (SLA)
● Service Level Agreements (SLA) provide a simple method to monitor the
amount of time it takes your service agents to address support inquiries.
● Depending on the reason for the support request status, SLA allows users to
pause the countdown.
● For instance, the status reason "waiting on customer" would suspend the
timer until the status reason changes if a service agent is awaiting specific
information from the customer.

12. Implementing D365 Customer Service
Dynamics 365 Customer Service provides a multi-faceted solution and is highly
configurable. To best take advantage of the many options available for your
business, an implementation requires careful planning. You may find our CRM
implementation FAQ helpful as a general introduction. For specific advice on
implementing, configuring, and integrating Microsoft applications for your
business, contact us.

13. Conclusion
● Providing outstanding Dynamic 365 Customer Service results in satisfied
customers
● Unhappy clients are less likely to recommend your business to others and are
less likely to purchase again.
● A well-defined business process, excellent information, and a consistent,
repeatable methodology are all necessary for providing outstanding customer
service.
● Every company, in my opinion, needs to make sure that its consumers
become "promoters" rather than "detractors" who spread the word about
them.