Dynamics 365 for Customer Service: Discover!

Do you know which resources to use to provide the best service, deliver maximum value and satisfaction to the customer and accomplish all of this in the shortest possible time? No? So, come and discover Dynamics 365 for Customer Service!

The customer service sector is not something new, but with the advancement of digital transformation, the means of access that the area uses to reach its customers has expanded greatly.

With this in mind, Microsoft created a specific module within Customer Engagement, to deal with these cases, Customer Service.

What is Dynamics 365 for Customer Service?

It is a Dynamics 365 Customer Engagement app/module that has a series of distinct features.

These resources aim to ensure that your company is able to offer the most satisfactory SAC (Customer Service) experience possible for your customers.

But it’s not just the customer who needs to have a good experience, your employee does too! And this is one of the pillars of this solution.

Dynamics 365 for Customer Service features

D365 Customer Service offers its users several features to choose from, taking into account your organization’s support needs.

We know that the secret to success in this area is understanding what your customer really wants and being able to resolve the difficulty that made them make the request, regardless of which channel they used.

Another highly relevant point is in relation to your agents, as the solution helps you interact with several sessions at the same time and with several apps.

All of this without losing context, making your employee’s life easier and increasing their productivity.

As a Customer Service user, your company will be able to:

• Track your customers’ problems through incidents and queues
• Create history with all interactions related to an occurrence
• Share relevant information in the knowledge base
• Access AI-powered insights and embedded analytics to improve customer satisfaction
• Set terms of service with rights and more.

Dynamics 365 for Customer Service apps

When deciding to use Customer Service in your company, you can choose between the five applications in the module.

It is recommended that your company uses the most recent apps, as they have a more robust structure, and manage them centrally, facilitating processes.

Each of these applications is assigned according to the licensing your company has purchased. Being them:

Dynamics 365 for Customer Service admin center

This Dynamics Customer Service application allows you to manage different module resources in one place.

Here you can configure all support resources, operations and experiences for your employees.

You can also manage other resources, such as terms of service, scheduling and all channels in Omnicanal (we’ll talk about it later).

Omnichannel admin center

This Dynamics 365 for Customer Service app is an extension that increases the power of the module.

With it, companies can connect and interact with their customers promptly through different channels, such as real-time chat, SMS and WhatsApp.

Its interface has a modern design, with simplified and optimized workflows, which allows users to configure Omnichannel for Customer Service quickly and with minimal effort.

Customer Service Hub

During customer service, having a knowledge base that is quick and easy to access is essential.

This Customer Service module app aims to help you manage knowledge articles and route incidents.

Dynamics 365 for Customer Service: Application Profiler

By using this app from the Dynamics 365 for Customer Service module, your employees will be able to create and manage app experiences targeted to their use.

With it you can create and assign personalized profiles to users, with specific session models, conversation channels and productivity tools.

And the best part is that you won’t be alone, as you will have the help of intelligence and automation tools to make it easier for your employees to find answers to your customers’ questions quickly, which contributes to increased customer satisfaction.

Dynamics 365 for Customer Service: Omnichannel Administration

Want to set up and manage digital chat and messaging channels and other Omnichannel features? Then this Customer Service app is for you.

It is highly customizable, so you can effectively meet your business requirements.

Among the many possibilities that the app gives you is managing your collaborators’ capacity and conversation management using workflows and queue settings.

Available formats

As of the date this article was written, Dynamics 365 for Customer Service is available in two formats: Desktop and mobile.

For those interested in installing the program on their mobile device, simply consult the Dynamics 365 installation guide for phones and tablets.

How much does D365 for Customer Service cost?

The answer depends on several factors, such as the number of users, the features you need, the type of license you choose and the level of support you want.

Dynamics 365 Customer Service offers three license types: Professional, Enterprise, and Customer Service Insights. Each of them has a different price and a different set of features. See below the main differences between them:

Professional

It is the most basic license, suitable for small and medium-sized companies that need a simple and economical solution. It allows you to manage cases, interactions, feedback and surveys, but does not include advanced features such as field services, chatbots, artificial intelligence and predictive analysis. The price for this license is R$250 per user per month.

Enterprise

More complete license, suitable for large companies that need a robust and integrated solution. It allows you to manage all aspects of customer service, including field services, chatbots, artificial intelligence and predictive analytics. Additionally, it allows you to integrate Dynamics 365 Customer Service with other Microsoft solutions, such as Power Platform, Teams and Outlook. The price for this license is R$500 per user per month.

Customer Service Insights

It is a complementary license, which can be purchased together with Enterprise or separately. It allows you to access reports and dashboards that show performance indicators, trends, problems and opportunities for improvement in customer service. It also offers artificial intelligence capabilities that help identify the root causes of problems and suggest corrective actions. The price for this license is R$300 per user per month.

Get a free assessment!

Still don’t know if Customer Service is for you? No problem, you can do a free trial for 30 days to get to know the tool.

Other costs involved

In addition to the license price, you also need to consider other costs involved in deploying Dynamics 365 Customer Service, such as:

Infrastructure

Because Dynamics 365 Customer Service is a cloud solution, you don’t have to worry about servers, hardware, or software. However, you need to ensure a good internet connection and compatible devices to access the solution.

Implantation

Deploying Dynamics 365 Customer Service involves steps such as planning, configuration, customization, integration, data migration, testing and training. These steps can be carried out by your internal team or by a specialized consultancy. The cost of implementation varies depending on the complexity of the project and the time required to complete it.

Support

Support for Dynamics 365 Customer Service can be provided by Microsoft or a certified partner. The level of support depends on the plan you choose. There are four plans available: Basic (free), Enhanced (R$40 per user per month), Professional Direct (R$200 per user per month) and Unified Support (price upon request). Each plan offers different benefits, such as response time, number of incidents, and access to exclusive features.

Why hire a Dynamics 365 Customer Service consultancy?

As you have seen in previous chapters, Dynamics 365 Customer Service is a powerful and flexible solution that can bring many benefits to your business. However, to take advantage of the full potential of this solution, you need to rely on specialized consultancy that can help you at all stages of the project.

A Dynamics 365 Customer Service consultancy can offer the following advantages:

• Experience: a consultancy has technical and practical knowledge of D365 Customer Service and best market practices. It can guide you on how to choose the most appropriate license, how to configure and customize the solution, how to integrate it with other systems, how to migrate existing data, how to test and validate the solution, and how to train users.
• Agility: a consultancy has an agile and efficient methodology that allows you to deliver the project within the defined deadline and budget. It also has a qualified and dedicated team that can adapt to your needs and priorities.
• Quality: a consultancy has a high quality standard that guarantees the functionality, security and performance of the solution. It also has a quality control process that involves testing, validations, corrections and continuous improvements.
• Support: A consultancy has a support service that can resolve any questions or issues you have with Dynamics 365 Customer Service. It can also offer additional services, such as updates, maintenance, improvements and training.

As you can see, hiring a Dynamics 365 Customer Service consultancy is a worthwhile investment, as it can bring more results, savings and satisfaction to your business.

If you want to know more about Dynamics 365 Customer Service and how a consultancy can help you, contact us. We are a company specialized in Microsoft solutions and we have a team of trained and experienced professionals. We are ready to meet your needs and exceed your expectations.