Microsoft Dynamics 365 Customer Service


Customer Service solutions envisioning, deployment and support services based on Dynamics 365 Customer Service.

Microsoft Dynamics 365 Customer Service is and end-to-end solution for intake, triage and management of incoming customer inquiries, complaints, and issues. It does this by transforming these requests into Cases which can be routed to team and member-based queues as well as worked by customer service professionals from within the queues or system and personal views. This provides a proven user experience that fosters effective case management and user satisfaction.

Dynamics 365 Customer Service provides capabilities for reporting, analytics, and insights for various aspects of the case process and related case information. The capabilities within Dynamics 365 Customer Service allows customer service professionals and managers to track the process from case initial intake, tracking the activities through the Case management process, Case aging and escalation including tools for meaningful Case resolution. Some Client challenges we typically encounter:

  • Disparate systems and departments performing Customer Service functions
  • Managing customer service manually and via email
  • No ability for end customers to access knowledge, FAQ’s or the ability to create their own Case
  • Lack of integration with relevant systems like SOP/ERP and Shipping
  • No ability to collaborate internally other than using phone, email, etc.
Dynamics 365 Customer Service includes highly capable and configurable automation that supports Case Management. Examples are automated / unified routing, business process flows for specific Case types, knowledge base content attributions, queue and user assignments, customer service insights and customer voice (i.e. surveys) upon Case closure.

At Cognizant, we implement Dynamics 365 Customer Service leveraging industry best practices and innovative design thinking to ensure your organization functions as efficiently as possible. Our comprehensive process includes:
  1. Immersive envisioning that includes virtual experience center consisting of industry experts working with your organization to define your needs and requirements, & environments to conduct proof of concept and fit-gapping to provide a preview of the end-state solution and to support planning. Business outcomes delivered as part of the envisioning phase: 1. High-level architectural design 2. Complete solution requirements, user stories, epics, and as-is processes to be enabled
  2. Solution Architecture Definition based on Requirements and a solution design and architecture. Business outcomes delivered as part of the architecture definition phase: 1. Detailed solution architecture is completed, 2. To-be business processes are defined, 3. Deployment storyboard is developed
  3. Agile deployment practices that include all tasks necessary to plan, develop and test each capability identified during project Envisioning & Architecture Definition. Business outcomes delivered as part of the development phase: 1. Code and capabilities necessary to meet user story requirements including integrations, migrated data & features. 2. Demonstration of each feature and final solutions developed during the agile cycle
  4. The Release Phase represents transition from the Agile Lifecycle to the end-user experience. Business outcomes delivered as part of the Release phase: 1. Training materials and key stakeholder training. 2. Documented Use Cases for solution testing. 3. Migrated UAT and final production data. 4. Fully tested and approved solution
  5. The Support phase is designed to assist the client transition to using the new solution post go-live. Business outcomes delivered as part of the Release phase: Additional development, oversight and training as required
The actual pricing and duration for this engagement will be customized based on scope and requirements determined during initial consultation.