Microsoft Dynamic 365 Customer Service
                     
AGENDA
● What is a Good Customer Service?
● Need of Customer Service
● What’s Possible: Using Customer Service in Dynamics 365 
● Introduction 
● Customer Service : Service Management & Service Scheduling
● Services Management Entities
● Case Management in Dynamics CRM
● What is a Queue?
● Service Level Agreement (SLA)
● Conclusion
What is Good Customer Service in Dynamic 365 
● Customer service refers to the services you and your workers provide before, 
during, and after a purchase.
● It is, for example, how you interact with your consumer.
● Improving your customer service abilities results in higher client satisfaction and 
a more pleasurable experience for them.
● Good customer service leads to client pleasure, even if it requires additional 
resources, time, and money.
● Providing excellent Dynamic 365 Customer Service can help you expand and 
grow your company.
Need of Customer Service in Dynamic 365 
● The best customer service builds trust.
● Customer service is more important than price.
● Brand awareness will increase.
● A good customer service reduces difficulties.
● It entices the customer.
What's Possible: Using Dynamics 365's Customer Service
● Delivering outstanding customer service entails equipping your service team 
with all they need to provide an experience that will enhance customer loyalty.
● In this presentation, we'll look at the enhanced features and advantages that 
using a service from Microsoft Dynamics CRM can offer your company.
INTRODUCTION
● Customer Service Module is one of the most powerful and frequently 
overlooked aspects of Microsoft Dynamics 365.
● You can use it to control and monitor customer service activity within your 
company. To improve customer service, use Dynamics 365
●  Track Customer services through cases
● Share knowledge base information
● Make queues and send cases to the appropriate channel.
● Specify service conditions using entitlements
● Create queues , and route cases to right channel
Customer Service : Service Management & Service Scheduling
● There are two main function sets that make up the customer support 
functionality:
● Service Management 
● Service Scheduling
● Cases, an incident-based service, are supported by service management.
● Service Scheduling: It assists businesses in keeping track of the many service 
kinds, their scheduling, and the resources required to carry them out.
Case Management in Dynamics CRM 
● The case entity offers incident-based tracking for potential customer 
problems.
● To track a customer's request, inquiry, or issue, for instance, a customer care 
agent can establish an incident (or case). The incident entity allows for the 
tracking of all communications and actions.
● One of the three states—Active, Resolved, or Cancelled—can apply to an 
incident.
What is a Queue? 
● A queue is simply a collection of "Work items" such as cases, activities, or 
other entity types.
● Queues are used to arrange and keep track of "jobs" that are awaiting 
processing. 
● Queues enable a group of unique entity records, such as cases, to work on or 
claim queue items. Users can also see who is working on what.
Service Level Agreement (SLA)
● Service Level Agreements (SLA) provide a simple method to monitor the 
amount of time it takes your service agents to address support inquiries.
● Depending on the reason for the support request's status, SLA allows users 
to pause the countdown.
● For instance, the status reason "waiting on customer" would suspend the 
timer until the status reason changes if a service agent is awaiting specific 
information from the customer.
Conclusion
● Providing outstanding customer service results in satisfied customers
● Unhappy clients are less likely to recommend your business to others and are 
less likely to purchase again.
● A well-defined business process, excellent information, and a consistent, 
repeatable methodology are all necessary for providing outstanding customer 
service.
● Every company, in my opinion, needs to make sure that its consumers 
become "promoters" rather than "detractors" who spread the word about 
them.