Skip to content

Dynamics 365 Customer Service

Dynamics 365 Customer Service has always been one of the core modules of CRM. From November, 2016, with the rebranding of Microsoft Dynamics CRM to Dynamics 365, the module is now broken out as a separate App: Dynamics 365 Customer Service. We’ll have more to say about the Apps approach within Dynamics 365 in a coming blog article, but the idea is that each user will have access to the apps they need inclusive of menu navigation, views, forms, and functionality — all of this now packaged into the Dynamics 365 for Customer Service App, which is also now licensed and priced separately.

The simplest and least expensive way to purchase Dynamics 365 for Customer Service App is through the Cloud Solutions Provider (CSP) program offered by your Microsoft Partner.  In this case the app is bundled with the sales app and promotional pricing is currently  available at $95 / user / month for the Dynamics 365 Customer Service.

Dynamics 365 Customer Service Power Moves Webinar Demo

We will be hosting a Dynamics 365 Customer Service webinar demo in March of 2021; stay tuned to our events page for more more info. In this webinar demo, we will be presenting how small and medium-sized businesses (SMBs) can improve their customer service utilizing Dynamics 365. Customer Service means responding to customers quickly and efficiently. You will be able to utilize CRM to create and track cases coming in via, phone, email, or the web.

Phone System Integration with CRM

In combination with cloud-based phone systems, it is now easier than ever to quickly see who’s calling, and have the CRM system assist in finding the customer’s record in CRM. Opening the customer account in CRM then makes it easer to either create a new case or update an existing case.

Get to Know Customer Service for CRM Online

The above webinar demo recording shows how QGate intelli-CTi, a third-party add-on for integrating your CRM system and your telephone system, is used to associate an incoming call with an existing customer support ticket.

RingCentral Dynamics 365 Phone System Integration

Similar to the intelli-CTi third-party add-on, we have also had good experience working with the new RingCentral for Dynamics 365 app, which works with the Channel Integration Framework (CIF). The CIF design means that the phone app is really tightly-integrated with the CRM system, and just works for screen-pops on incoming calls, as well as activity-tracking on outbound calls. The RingCentral app is included with certain subscription levels of your RingCentral cloud phone service subscription.

Dynamics 365 Customer Service

Email to Case

If your customers often send you issues via email, you can create a dedicated email queue to turn those emails into cases automatically.  The Email-to-Case system further handles continued interaction via email, enabling customers to quickly and efficiently exchange case updates via email.

Power Apps Portals

In addition to phone and email, customers may now expect to be able to open new tickets over the web. Customers may also want to update existing tickets over the web, or look back on a history of older tickers. An employee self-service portal is now included with your Dynamics 365 Customer Service enterprise edition license. The portal can be configured quickly, and give you another way to work more efficiently to achieve a higher level of satisfaction with your customers.

Service Level Agreements

Most SMBs are just happy to keep up with existing issues that their customers are throwing at them. Imagine if you could also gain insights regarding how well you’re keeping up? If you need to track the progress of cases to make sure they’re closed-out in a timely manner, you may want to utilize Service Level Agreements for your Dynamics 365 Customer Service system.

Customer Service Analytics

Again, along the lines of doing more than just keeping up… SMBs can now take advantage of Power BI to deliver advanced data analytics to measure operational efficiency, and spot trends that may need to be addressed before they become problems.

As an added bonus, you’ll be able to add Power BI Dashboards to your customer self-service portal as well, so that your customers will be able to analyze their own data from within their portal logon.

Dynamics 365 2020 Release Wave 1

With the online subscription model, there are twice-annual updates providing additional functionality for the Customer Server module. See our recent webinar demo – Dynamics 365 Customer Service 2020 Release Wave 1 – Power Moves Philly.