Customer Service
Dynamics 365 CE includes a Customer Service app that includes a range of functionality designed to give you the core capability to deliver an omni-channel customer-service experience. Omni-channel experiences have progressed from the ability to simply del
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Customer Service Dynamics 365 CE includes a Customer Service app that includes a range of functionality designed to give you the core capability to deliver an omni-channel customer-service experience. Omni-channel experiences have progressed from the ability to simply deliver multi-channel experiences, which allow organizations to deliver their messages across more than one channel, such as social media and their website. Omni-channel customer service allows organizations to manage when a customer switches channel, they can retain the context of the customer’s enquiry and gives the capability to be able to transfer that from one channel to another seamlessly. An example of an omni-channel customer-service experience would be an individual tweeting the organization about a defective product. This tweet automatically creates a case within Dynamics 365 CE, as it was picked up by the keyword search and negative sentiment rule within Microsoft Social Engagement. The customer’s details and history are available because the social profile is synchronized with Dynamics 365 CE. The case is automatically put in the account manager’s queue, and they tweet back, suggesting moving the conversation to private message so they can discuss more personal information. A private link is given so as to transition easily. The account manager organizes a phone call, as it would be easier to resolve the issue and have a conversation. The conversation ends, and the account manager logs it against the account. An email is then sent out to confirm the resolution. A response is received, and the account manager closes the case. There are many examples like this one: the ability to transition between different channels within a single enquiry is something that is required of customer-service departments within organizations. This chapter will explain how to set up the functionality provided within Dynamics 365 CE that allows departments to achieve this.
© Sarah Critchley 2018 S. Critchley, Dynamics 365 CE Essentials, https://doi.org/10.1007/978-1-4842-3973-5_2
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Chapter 2
Customer Service
What Are Cases and How Are They Used? At the center of any Customer Service Management System is the ability to log the details of a customer’s incident. The record that holds this information in Dynamics 365 CE is the Case entity. Cases can manage both support tickets and inquiry records. They are built to be generic so they can guide a user through solving a problem. Their generic nature is a core advantage: cases are a common place to see customizations within the system, tailoring them for a specific organization. This allows any industry to make minor customizations to the entity so it becomes specific to their requirements, should they need it to be. Cases can integrate with extensions, such as CTI integration, SLA functionality, and entitlement contract management. The Case entity is the central record within Dynamics 365 CE that these extensions operate from, allowing self-service channels like portals and chat bots to provide an omni-channel
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