Get omni-channel engagement, an enhanced agent experience and personalized, predictive customer engagements with Dynamics 365 Customer Service. Customer Service enables businesses to offer personalized service to their customers and empower their employees with unified technologies across case management, entitlements, service level agreements (SLAs) and knowledge bases.
You can personalize Customer Service with visibility into customer timelines, account information and more. Plus, you can enhance your agent experience with Case Lifecycle Management to navigate representatives through a case, with knowledge management containing relevant articles and customer service chat to provide omni-channel engagement. Add on Customer Service Insights to provide actionable insights into performance metrics, operational data and trends related to support issues.
Dynamics 365 Field Service delivers resource planning, maintenance agreements, invoicing, work order management and technician enablement features, so you can more-efficiently service your customers. Field Service has capabilities for predictive maintenance by connecting an IoT device to monitor performance and allow for timely and predictive intervention. Field Service also offers resource scheduling capabilities which can be enhanced with Resource Scheduling Optimization for overnight scheduling and condition-based scheduling. Enable service technicians to more efficiently and effectively service customers by adding on Mixed Reality features such as Remote Assist and Guides.
Project Service Automation
Dynamics 365 Project Service Automation provides project-based organizations with tools to plan projects, manage resources and teams, capture time and expenses, and manage customer billing processes.
You can plan and estimate projects, manage project scope and schedule and manage resources and revenue with Project Service Automation. Plus, you can enable project collaboration with document management and SharePoint, where stakeholders can collaborate in one central repository and gain data insight with Power BI and the built-in dashboard.