Learn Microsoft Dynamics 365 Customer Service: Building Stronger Relationships Through Better Service - Softcover

MRV, InfoWave

Softcover

ISBN 13: 9798301717956

Publisher: Independently published, 2024

Synopsis

Learn Microsoft Dynamics 365 Customer Service

Building Stronger Relationships Through Better Service

A comprehensive guide designed to empower business users, customer service professionals, and managers to excel in their careers. This book covers everything from mastering core features like case management and SLAs to leveraging AI-driven tools, Power BI analytics, and omnichannel strategies.

Packed with insights and examples, it equips readers to enhance customer experiences, streamline operations, and excel in a competitive market.

Elevate your expertise, drive organizational success, and become a leader in modern customer service with this essential resource


Contents at a Glance


Part 1: Introduction to Microsoft Dynamics 365 Customer Service


1. Understanding Customer Service in the Digital Age
Explore the evolution of customer service and the role of technology in transforming relationships.

2. What is Microsoft Dynamics 365 Customer Service?
Overview of the platform, its purpose, and how it supports customer-centric organizations.

3. The Benefits of Using Dynamics 365 for Customer Service
Key advantages, including improved efficiency, personalized service, and enhanced analytics.

4. Getting Started with Dynamics 365 Customer Service
Basic setup, licensing, and an introduction to the Dynamics 365 ecosystem.


Part 2: Core Features and Functionalities


5. The Customer Service Hub: A Deep Dive
Navigating the Customer Service Hub and understanding its capabilities.

6. Case Management Essentials
Creating, managing, and resolving cases for effective issue tracking.

7. Service Level Agreements (SLAs) and Entitlements
Setting up and monitoring SLAs to ensure consistent customer service delivery.

8. Knowledge Management in Dynamics 365
Leveraging the knowledge base to empower agents and provide self-service options.

9. Queues and Routing Rules
Automating case assignment and ensuring efficient workload distribution.


Part 3: Enhancing Customer Interactions


10.Omnichannel Capabilities in Dynamics 365
Integrating chat, email, phone, and social media for seamless interactions.

11. Customer Insights and Personalization
Using customer data to deliver tailored experiences and build loyalty.

12. Voice of the Customer Surveys
Gathering feedback to improve service quality and customer satisfaction.

13. Portals and Self-Service Options
Empowering customers through self-service portals and community forums.


Part 4: Advanced Tools and Automation


14. AI-Driven Capabilities: Chatbots and Virtual Agents
Implementing AI to enhance efficiency and provide instant support.

15. Automation with Power Automate
Streamlining processes and reducing manual tasks with workflow automation.

16. Integrating Dynamics 365 with Other Tools
Connecting Dynamics 365 to ERP systems, Office 365, and third-party applications.


Part 5: Reporting and Analytics


17. Building and Utilizing Dashboards
Creating real-time dashboards for monitoring performance metrics.

18. Analytics and Insights with Power BI
Advanced reporting techniques for deeper insights into customer service operations.


Part 6: Best Practices and Future Trends


19. Best Practices for Implementing Dynamics 365 Customer Service
Tips for successful implementation, including change management and training.

20. Future Trends in Customer Service Technology
Exploring the role of AI, IoT, and predictive analytics in shaping the future of customer service.

Edition details

• Publisher: Independently published
• Publication date: 2024
• Language: English
• ISBN 13: 9798301717956
• Binding: Paperback
• Number of pages: 152