The 2020 release wave 1 of Dynamics 365 Customer Service has been aimed at further improving the already advanced features of the module to enable agents to offer unparalleled customer service with ease. The emphasis has been not only on enhancing customer experience but also on boosting agent productivity by leveraging the possibilities of AI, ML, and process automation.
The significant features of Dynamics 365 Customer Service have been further upgraded by its wave 1 release for the year. All problems faced by customer support agents spanning across self and assisted scenarios in both omnichannel and multichannel engagements have been aptly addressed. Ml and AI have been extensively used to empower agents to deliver machine-backed assistance that leads to customer satisfaction and retention. The updates have been centered on omnichannel capabilities, service agent productivity, and connected customer service.
Omnichannel for Customer Service allows customers to reach out to the business on their terms. It offers a unified experience across channels via a unified interface, promoting high-level responsiveness for quality service. With IoT capabilities, agents can quickly identify issues in customers’ devices and proactively resolve them.
AI, ML, IoT, and Business Intelligence (BI)-backed Service Insights extends analytics and actionable conclusions for better decision-making to offer first-rate customer support. It parses support case data and groups similar cases into autogenerated topics. Data is then processed to enable service managers to identify critical issues and take the necessary actions.
The latest features allow agents to close service tickets faster by giving them access to an even wider knowledge repository that comes handy particularly while dealing with less common and complex issues.
Service managers always look for a pattern of the most commonly occurring cases and try to standardize the proven resolution approach to expedite the process. For this, they need extensive case details along with reporting and analytical capabilities. The wave 1 features of the Customer Service module allow this through the customization of the Case Resolution dialog box. Using this, stakeholders can analyze case details, study market patterns & competitors, and devise future strategies and predict opportunities.
To ensure delivery of the right level of support, Service level agreements (SLAs) are critical. They also help set and monitor key performance indicators (KPIs) for better outcomes. The new release also extends email assistance through templates for unhindered communication with customers.
A few other features that make the Customer Service module of Dynamics 365 a highly refined tool tailored to the current and future challenges of all customer service businesses.
Organizations can catapult their customer service quality to the next level by harnessing the latest capabilities of Dynamics 365. For this, they require the services of an expert who would handhold them through the entire process from deploying the updates and aligning those with their operations to training the staff for maximum return. Nalashaa’s seasoned team of Dynamics 365 experts, with their extensive experience of merging cutting-edge technologies with business workflows and goals, can be that ideal partner for you. Drop your details here to learn how engaging with Nalashaa can fuel your growth with tailored solutions built on Dynamics 365.
Anjan Barman is a technology enthusiast with primary interests in the applications and possibilities of Cloud, RPA, AI, CRM, and the like in modern businesses. He loves exploring how innovations help organizations improve their efficiency while reducing the operating costs and presents the same in an atypical way. His other indulgences are non-fiction paperbacks, oriental music, and cricket.
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