Dynamics 365 for Customer Service Implementation


Launch your company’s digital transformation with Microsoft Dynamics 365 for Customer Service.

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

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