Queues: A queue is a place to organize and store activities and cases that are waiting to be processed.Knowledge articles: The knowledge base is a repository of informational articles that help customer service representatives resolve cases.Entitlements: Entitlements specify the amount of support services that a customer is entitled to.Multiple activities can be associated with a single case. Activities: An activity typically represents an interaction with a customer, like a phone call.Multiple cases can be associated with a single customer at any time. In other words, it represents anything, in the context of a customer interaction, that requires some type of resolution or answer. Cases: A case represents a single incident of service.With Dynamics 365 for Customer Service, you can provide customers with quick, meaningful, and personalized service. In fact, customer service is quickly overtaking price and product as the number one differentiator. Contact a customer care representative at enCloud9 today to learn about how Dynamics 365 for Customer Service can enable your agents to provide the seamless customer service.Ĭustomer engagement is the key to driving sales, driving every interaction and decision. If the answer is “No” to any of these, Microsoft Dynamics 365 for Customer Service could be the solution for you. Are your employees enabled to solve problems with a complete view of all the information they need to complete their work?.Are you consistently capturing and recording case interactions?.Can you recall customer interactions and know exactly what happened and when?.Do you have a consistent process for handling cases?.There are a series of four questions you can ask yourself to determine if case management in Dynamics 365 is a good fit for you. How to Know if Case Management in Dynamics 365 is a good fit for youĬase Management is often used in help desk scenarios, but there are a some very practical business uses for Case Management in Dynamics 365. One area in which Dynamics 365 shines bright is in Case Management. All notes and actions taken to resolve the problem are notated so that when you get a new support person, you don’t have to explain your issue or the steps already taken over again. If only your issue was recorded the FIRST time you call so you weren’t stuck repeating the same thing. With Case Management in Dynamics 365, a case is started at the beginning of a customer issue or problem. Most of us have experienced the all to familiar situation of having to explain our problem over and over again to numerous support people.
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