Dynamics 365 solutions
Service that builds loyalty.
Customer Service centralizes customer requests from every channel and helps agents resolve faster with the knowledge base and Copilot.
The right information, to the right agent.
Consistent service on every channel.
Clear service performance indicators.
Features and impact
Case creation, tracking and escalation, with service-level agreements and entitlements.
Business impact
Routing rules based on skills, priority and agent availability.
Business impact
Articles agents can reuse and publish on your customer portal.
Business impact
Email, chat, voice and messaging together in the agent workspace.
Business impact
Copilot answers questions from your sources, summarizes cases and drafts replies.
Business impact
Dashboards on volumes, response times and satisfaction.
Business impact
Queues, service levels and routing.
Channels, knowledge base and Copilot.
Dashboards to track satisfaction.
Microsoft technologies involved
Yes. With Power Pages, customers submit and track requests and browse the knowledge base.
Yes, with Microsoft’s digital channels and voice. We help you choose the right licences.
A first version focused on cases and the knowledge base can be delivered quickly, then expanded in stages.
Yes, with an agent built in Copilot Studio on top of your knowledge base, handing off to a human agent when needed.
Yes, with surveys and dashboards on response times and service quality.
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