Users that are being assigned services can look at their calendar and see what they have to do on a specific day.Once the service activity is scheduled, it appears on the service calendar.Instead of listing individual people, you are able to group people with similar skills into resource groups which are treated as pools.The Service scheduler enables you to set up rules that will help you schedule services more efficiently.Using Scheduling you can plan and schedule service activities for your customers by bringing together all your resources. Articles may be created and access by users with the correct user roles and permissions.These articles are stored directly within the Dynamics 365 and are based on templates that are set-up within the services administration area.Dynamics 365 offers users the ability to generate articles which contain knowledge base information that may be surfaced within various records.For example: if a service representative is waiting on certain information from the customer, the status reason “waiting on customer” will pause the timer until the status reason changes. SLA allow users to pause the timer depending on the status reason of the support.Service representatives to solve support requests. Service Level Agreement (SLA) offer an easy way to track the time it takes your.An incident can be in one of the three states of Active, Resolved or Cancelled.When a customer service representative creates an incident (case) to track a customer request, question or a problem, all actions and communications can be tracked in the incident entity.The case entity provides Incident-based tracking for customer issues.Customers who purchased different products can be entitled to different support.The customer’s support level can vary based on the product or the service purchased. Entitlements specify the support term based on a number of hours or number of cases.It also allows users to know who is working on what. Queues allow you to set of distinct entity records, such as cases with the ability to claim or work on the queue item.Queues are a place to organize and store “jobs” waiting to be processed.
A Queue is simply a list of “work items” including cases, activities, or other entity types.You can also manage and analyze how services are delivered to your customers. You can use Service management to establish service agreements and subscriptions, handle customer inquiries and service orders. Service Scheduling - helps organizations to track service scheduling, manage different service types and the resources needed to complete the job. Service Management - designed to support incident-based service called Cases. Key Features of Dynamics 365 Customer ServiceĬustomer service is broken down into two sections. Manage performance and productivity through reports and dashboards.Define service terms through Entitlements.Create queues to route cases to the right channel.Record all interactions related to a case.One of the most powerful yet often ignored features of Microsoft Dynamics 365 is Customer Service.Ĭustomer Service allows you to increase customer satisfaction while reducing the amount of time and money spent on each support case or service call.
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