The Microsoft Dynamics 365 Service module represents an automated customer service mechanism, which includes managing the sequence of processing requests, planning the necessary resources, and also creating a resource in the form of a knowledge base.


Use customer experience.

Microsoft Dynamics 365 tracks the details of each interaction, including offers, orders, contracts and requests, which allows you to provide a service based on the history of interaction and the current service contract.

For ease of search by records, logical hierarchies of objects of circulation are used, which categorize service calls.


Effectively manage the flow of calls.

It combines the registration, classification, distribution, processing, escalation, closing of circulation and control of the timing of each stage. Client calls are routed to agents directly or through queues - in this case, the call is assigned to the first free agent that works with calls of this type. During escalation, all information related to the appeal is automatically transferred to the new responsible employee.

Fixing the level of quality of service (SLA), continuous automatic monitoring of the time for resolving calls and informing the management of delays allows us to provide each client with the service of the level of quality that he expects.


Use the accumulated knowledge to quickly solve most calls.

Knowledge management in Microsoft Dynamics 365 includes a built-in knowledge base and guided dialogs, or contact center agent scripts.

Knowledge Base: A set of articles with a heading on topics and search capabilities so that the service department always has up-to-date information and answers to questions about products and services.

Guided dialogs: Create a sequence of questions with ready-made answers. By simply asking these questions to the client, your employee will be able to quickly and efficiently find the right solution for the client.

These two mechanisms significantly increase the number of problems closed during the first call, reduce the qualification requirements of contact center agents and reduce the time required to resolve the call.


Put order in the management of service contracts.

Contracts can be used to indicate the level of service that customers are entitled to rely on. When sharing appeals and contracts, organizations can automatically track and keep up-to-date information, for example, the number of hours or calls to the support service available for the duration of the contract is available.

Tracking the number of service cases or the elapsed time of a service contract for specific products and services provides you with up-to-date information about the next update of contracts. And the time taken by your employees to resolve the request can be used to form adequate KPIs.


Create an optimal schedule for the use of service resources.

Microsoft Dynamics 365 makes it possible to plan resources both manually, controlling the loading of resources in the calendar, and automatically according to custom rules. At the same time, all service activities are synchronized with calendars in Microsoft Outlook, including on mobile devices, so that personnel working in the fields receive all the necessary information directly to the communicator.


Define trends, hidden opportunities and the effectiveness of the service.

As for marketing and sales, company management can set goals for the number of allowed calls or, - the average response time to a request. The system will automatically calculate the values of the indicators and display them on the dashboard for the manager.