What's New in Dynamics 365 for Customer Service? - Locus IT Services

What’s New in Dynamics 365 for Customer Service?

Locus IT ServicesNewsWhat’s New in Dynamics 365 for Customer Service?

What’s New in Dynamics 365 for Customer Service?

Microsoft Dynamics 365 for Customer Service supports omni channel, which enables the consistent experiences across any combination of self and assisted service engagements.

We provide a robust portal for self-service and peer-to-peer community support, with seamless transitions to high-touch agent interactions, or field service when there is a need for onsite help.

Microsoft Dynamics 365 for Customer Service Features

MS Dynamics 365 Customer Engagement apps latest release introduces some new features for enhanced customer satisfaction by facilitating improved operational efficiency and organizational productivity.

New features introduced are:

  • Advanced Similarity Rules to View Similar Case Suggestions

With the help of advanced similarity rules, you can now view cases similar to your current case and resolve customer issues in the first contact and within minimal time.

Using Relevance search mechanism, you can leverage keywords or key phrases in a service case to quickly find related cases and use them to resolve your current case.

  • Service Scheduling Powered by Universal Resource Scheduling

Service scheduling, now built atop Universal Resource Scheduling (URS), provides an efficient way to schedule resources for service activity.

It considers the availability of employees, facilities, and equipment’s to plan schedules accordingly. It also helps to improve service quality by preventing over-scheduling.

  • Relevance Search Enabled for Knowledge Management

Knowledge base search control in Customer Service is now powered by Relevance search to deliver results with improved performance and accuracy.

With this feature, agents can search and choose the most relevant articles quickly with the help of highlighted search term matches in the results list.

  • Enhanced Customer Service Admin Settings using Service Management

With the latest Microsoft Dynamics Customer Engagement apps release, Service Management moves under the Customer Service Hub, enabling customer service managers to access and manage the configurations from inside the application.

Built on the Unified Interface framework, the new Service Management helps to easily configure admin settings, enabling increased productivity.

Locus IT‘s Microsoft Dynamics 365 for Customer Service solution empowers agents with all the resources they need to provide fast and effective service.

We entitle people at every level of the organization with insights relevant to their role so that everyone can have a positive and meaningful impact on business outcomes. For more information, please contact us.

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