Customer Service for Customer Inquiries & Service Processes
Efficient customer service starts with centrally available information. Clear processing statuses and structured processes make day-to-day customer service easier and shorten response times.
Customer Service without Delays
Sarah works in customer service and handles numerous customer inquiries every day. In the past, tickets were easily overlooked. Important information was stored in emails or Excel spreadsheets, and follow-up questions delayed processing.
With the service solution, Sarah has access to requests, customer information, and processing steps in one shared workspace. AI-powered suggestions help her respond to inquiries, find relevant knowledge articles, and identify the next steps.
The status of each request remains easy to track, giving the service team more time to handle additional inquiries.
Features for Service Requests & Tickets
Manage Requests Efficiently
Requests and tickets are captured and processed in a structured way. Priorities and responsibilities are clearly assigned throughout the process.
Features
- Request & Ticket Management
- Prioritization by urgency
- Skill routing
- Define & review SLAs
- Process-driven handling
Support Your Customers
Customer information and previous interactions are available in one place. This gives service teams the context they need to respond quickly and provide consistent customer service.
Features
- 360-degree customer view
- Integrated knowledge base
- Omnichannel communication
- Portal integration
- AI-powered chatbots
Service
Processes
Analytics and automation provide better visibility into service processes and make collaboration easier.
Features
- Service dashboards
- Productivity analysis
- Integration with Sales
- Scalable service processes
- Team collaboration
Your benefits with Dynamics 365 Customer Service
Keep Service Processes on Track
Cover and handovers can be organized reliably, while the status of each service request remains easy to track.
More Time for Customers
Automated workflows reduce manual tasks, giving service teams more time to handle complex customer inquiries.
Extend Customer Service
Power BI
Make Data Visible
Dashboards and reports provide a clear view of key figures and help identify trends early.
Copilot Studio
Build Chatbots & AI Agents
Chatbots and agents answer frequently asked questions and handle recurring service requests.
Ready to improve your customer service?
Customer information and service requests come together in one solution. We help you structure your service processes and make day-to-day work easier for your team.