Dynamics 365 for Customer Service Implementation

Dynamics 365 Customer Service provides built-in intelligence for faster, more personalized and enhanced integrated service to your customers wherever they are.

###Case management includes the following capabilities:

• Full self-service online portal accessible anywhere via any device
• Attach tasks, phone calls, emails, appointments or related case
• Merge similar cases
• Service queue creation
• Service Level Agreements and Entitlement management
• Assign cases and activities to a parent case, user, group and/or queue
• Integrations with Voice of the Customer, Field Service, and Power BI
• Interactive Service Hub online portal for improved Customer Service
• Customer ticket deflection provides related knowledge base article suggestions to help customers self-serve
• Automations and workflows for improved efficiency of case management
• Workflows to assign Knowledge Base articles to instantly answer frequently asked questions raised by customers

###Deliverables You Provide

• Overview of Customer Service Business Model and Processes
• Operational challenges and key pain points
• Customer Relationship Management and Customer Service growth goals
• Core operational process requirements for user groups, access levels, workflows, automations, SLAs, and portal design for knowledge base and website customizations

We Provide

• License provisioning
• Demo of key platform capabilities and solution benefits for case management and customer self-* service portal resource creation and management
• Project SOW based on best practice recommendations for leveraging Dynamics 365 Customer Service capabilities to meet your business needs
• Admin Customer Service Hub setup
• Portal Knowledge Base setup
• Portal deployment package per SOW including webpage customization design
• Configuration of user groups
• Configure, test and deploy basic automations and workflows
• User access setup and management including Single Sign-On

*Additional customizations and integrations