Dynamics 365 Customer Service capabilities
| Provide self-service options | Elevate agent effectiveness |
Deliver proactive service |
Optimize service operations | Tailor customer engagements |
|---|---|---|---|---|
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Activate virtual agents for modern self-service solutions |
Get a 360-degree view of your customer |
Help agents get answers faster |
Analyze comprehensive support insights |
Proactively fix device issues |
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Give customers direct access to your knowledge base |
Help customers engage on their terms |
Multitask with ease |
Adapt quickly to real-time customer sentiment |
Enhance support with integrated IoT alerts |
|
Share knowledge through community portals |
Anticipate customer needs |
Strengthen cross-team collaboration |
Monitor success using unified KPIs |
Monitor device health index |
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Free agents to handle more complex matters |
Automatically assign requests to the best-suited agent |
Act on customer feedback |
Understand agent behavior with knowledge-search insights |
Ensure devices fix effectiveness |
Complex integration & solutions
BOLDConnect
BOLDConnect is an end-to-end predictive maintenance solution that utilizes AI and smart sensors to improve productivity, reduce costs, and expand the equipment lifespan. BOLDConnect enables companies to remotely monitor the health and performance of their industrial equipment by connecting IoT devices with business procedures.
Behavioral CRM
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FAQ’s
The customer service module of Dynamics 365 enables users to streamline knowledge and case management through automation. It grants users a 360-degree view of processes allowing for personalized customer service with dashboards and reports that provide complete visibility into agent performance.
As an official Microsoft Partner and the winner of the MSUS Partner Award for Customer Service, AlphaBOLD has the right expertise to help you devise a customer service plan that suits your exact needs. Our experts will connect with you, learn what you need, and then help you implement the solution in the way that suits you best.
Omnichannel is essentially a product extension to Dynamics 365 Customer Service, allowing organizations to meet customers where they are across numerous digital media channels like live chat, SMS, and social media. It also includes features like contextual customer identification and a productivity-oriented interface. However, it is not part of the base Dynamics 365 Customer Service product, as it requires an additional license.
The Chat Add-In is an a la carte component of the Digital Messaging Add-In. Digital Messaging includes both the live chat and base omnichannel features of Chat Add-In and the inclusion of digital channels like social media. Furthermore, these licenses require the Customer Service enterprise license first. The Chat license is needed for each user that uses the chat feature to talk to the customer. The Voice license provides hosted phone capabilities and voice transcription, click to dial, and screen pop capabilities. The digital messaging add-on provides the same license as the chat license and provides the ability to converse via SMS. The digital messaging with a voice add-on provides all of the above functionality.
Using “Connected Customer Service,” we can utilize Azure IoT central to feed data into Dynamics about devices out in the field. This automatically creates cases whenever an IoT device reports a problem or error. https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview
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