Microsoft Dynamics 365 Customer Service

Customer Service is Microsoft Dynamics 365’s ticketing and helpdesk solution, enabling you to raise, track, manage and close support tickets using a wealth of knowledge articles, as well as store all relevant client information to ensure your service is second to none.

Key features

  • Case management functionality using queues, SLAs, case resolution activity tracking, knowledgebase articles, time or unit entitlements.
  • Case Management allows your customers to raise, see and update cases using the Case Management Portal, which can be designed to match your company branding.
  • Knowledge articles allow your support agents to find as quick a resolution as possible, with knowledge searches, feedback, and linking to specific cases available.
  • Manage your account and contacts with the ability to track all cases relative to each of your clients at any time.
  • In depth reporting to allow visibility across all your case management, enabling you to drive your service to the highest levels.
  • Alerts to let you know you’re getting close to missing a Service Level before it happens.

What are your challenges?

Dynamics 365 Customer Service will be right for you if:

You are running your cases in Outlook, Excel or a more basic system and your information is spread across spreadsheets, emails and notes.

Your support engineers are taking too long to access accurate information on a given case.

Solving cases means starting again from scratch rather than using information from a previous similar problem.

You need to consolidate all information on cases into a single source of truth system, accessible by anyone from anywhere at any time.

You want to link your cases to Outlook, Office and Teams for better collaboration.

You are in a position of growth as a business and need a scalable system which can support you through this time and into the future.

You may even have an existing Dynamics 365 system which you need to link – with a common database. This is easily done with Dynamics 365, and with APIs we can connect to any system.

What will Dynamics 365 Customer Service bring to your business?

  • With the flexibility of the cloud, you can access the Customer Service app from anywhere at any time, giving you an adaptable solution, which can grow with your business.
  • With automation and using tools, SLAs, queues and workflows, you can free up time for your engineers to achieve better and faster resolutions on your support cases.
  • With a deeper level of insight, you can better-inform your business decisions to make sure your team are as smart as possible – work smarter not harder.
  • Having links to other Microsoft tools allows you to collaborate easily, across the business.
  • Customisation possibilities are endless, making each implementation fit your business the way you need it to – to support the way you want to work.

Why Dynamics 365?

Microsoft ecosystem

Dynamics has the unique advantage of being part of the Microsoft ecosystem, with the benefit of native linkups to applications such as Outlook, Excel, LinkedIn, and more.

Knowledge of millions

With a community of literally millions using the product, there is always a solution to any problem as there is always someone who has been there before.

Power apps

Power Platform is a powerful tool which can fill any gap in functionality by creating a Power App, providing deeper analysis of your data using Power BI, or creating automated pathways between all your applications using Power Automate.

Partner network

Microsoft’s partner network will ensure you find the right partner that is suited to your needs with a wealth of experience when it comes to delivering Microsoft Dynamics 365 and the complete range of Microsoft solutions.

Find out what Microsoft Dynamics 365 Sales can do for your business

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