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MS Dynamics 365 CRM

Improve your case management with Microsoft Dynamics 365 Service

August 9, 2022

The way you handle your clients’ requests and cases can have an important impact on their satisfaction and the reputation of your organization. Today, clients expect service that goes above and beyond, and want their issues to be resolved as quickly as possible. As such, it’s important to have the right tools on your side, such as the Microsoft Dynamics 365 customer service module. Here’s an overview of how Microsoft Dynamics 365 Service can help you resolve cases in the blink of an eye.

Automated case creation and assignment

Dynamics 365 Service puts automation workflows at your disposal to facilitate the handling of cases and client requests. For example, automation rules can create a case in the system as soon as the client gets in touch with your organization, whether it’s by email, phone, or other. Automation flows can also be used to route a case to the right queue so that it will be quickly handled based on the product in question, internal competences, or terms of the client service agreement.

Centralized client data

The new Dynamics 365 unified interface provides your customer service team with all the information needed to quickly resolve cases. The application displays the client history as well as data that can help the agent, for example knowledge base articles based on the topic of the case or similar cases that have been resolved in the past. Moreover, interactive dashboards can group together all the necessary data, even if it is stored in different places. As a result, agents don’t have to switch between multiple windows to resolve the various cases that are assigned to them.

Case resolution process bar

Dynamics 365 process bars can be used to split a process into different steps to facilitate its completion. As such, they can be used to guide the members of your customer service team through each step of a case resolution to reduce the risks of oversights and errors. By following well-defined steps, your agents can quickly resolve their cases and ensure the satisfaction of your clients. Moreover, process bars can be customized and adapted to the specific reality of your organization.

All the various components of the Dynamics 365 Service module work together to optimize the way your organization manages cases and client requests, from their initial reception to their resolution. Dynamics 365 capabilities for automation, data centralization, and process workflows increase the efficiency of your customer service team to better respond to client requests and ensure their satisfaction and loyalty to your organization.

To learn more, visit the case management overview on the Microsoft website.

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