Customer Service Hub

Dynamics 365 Customer Service hub is a business application from Microsoft. Dynamics 365 Customer Service Hub is a complex and optimized version of the Customer Service module that empowers CRM users to discharge their duties in a faster and efficient way by providing a unified interactive interface where all important information can be compiled in one place for easy and quick. This application is available on the web in a browser and on mobile.

Dashboards  Dynamics 365 Customer Service Hub dashboards are a one-stop workplace where agents and supervisors comment on their workload and take actions to resolve issues. Dashboards make it easier to review and act on information coming from several entity opinions and queues and make it easier to apply additional filtering with visual, global, and time frame filters to quickly narrow beneath what is most actionable and urgent.

  1. Tier 1 dashboard for agents 
    The Tier 1 multi-stream dashboard is displayed by default. The Tier 1 dashboard is tailored to help agents deliver the initial level of recourse needed, and handle multiple customer issues at the same time. Customer Service Hub dashboard for agents
  2. Tier 2 dashboard for service managers or team leaders
    The Tier 2 single-stream dashboard helps customer service managers and team leaders monitor more complex or escalated cases in an alone view. Users can drill down into any section and the detail they require.Customer Service Hub dashboard for service managers or team leaders

Timeline view of customer interactions and activities
You can now capture customer interactions and information by adding them as activities in the timeline section of the dashboard. The timeline section presents a unified opinion of anything that has happened with a case, such as an email received, follow-up tasks, and automatically produce system posts, plus any notes taken under customer interactions.  New reference panel to search for knowledge articles The new reference panel tabs assent agents to quickly find related records, or search knowledge articles for accounts, contacts, cases, and other knowledge articles.

Knowledge base article editor Customer Service Hub Knowledge base article editor

The editor we use to create knowledge base articles comes with a variety of formatting options that allow changing the appearance of knowledge base documents. Some of the controls, such as buttons for bolding and italicizing text, should be acquainted with users of common word processing applications.  Dynamics 365 Customer Service hub is a platform that allows companies to personalize their relationships with clients, empower their teams to improve productivity, and retrieve even more data than before.  Here are features all Dynamics 365 Customer Service hub users should be aware of.

  1. Voice of the customer
    Voice of the Customer is a term that describes customer’s feedback about their experiences with and expectations for organization products or services. It focuses on customer needs, expectations, understandings, and product improvement. sound of the Customer programs have benefit traction over the years and are fast-growing segments of a core business strategy for organizations. They work exceptionally well for brands as customers demand more direct engagement with a steadfast and because capturing and acting on customer feedback is critical to understanding a prospect’s complex decision-making process.
  2. Service Level Agreements 
    Service Level Agreements are agreements reached between a business and a customer that defines the stratum of support the customer receives. Service Level Agreements are based on quality, availability, and responsibilities. For instance, an agreement could be that a case should be solved within 24 hours of creation, otherwise, it should be escalated to higher tier recourse, If a Service Level Agreements is defined for a Few customers, whenever a case is created for that customer, it will have the Service Level Agreements details in a tab at the bottom with active timers depending on the agreement.
  3. Entitlements
    Entitlements in Dynamics 365 define the type of support customers are entitled to. Support terms can be specified based on hours of support or the number of cases raised or resolved. If a customer has an SLA in place, it can be linked to the entitlement record in Dynamics 365 to have all of the support terms for the customer in one place. As long as the entitlement is active (not expired), Dynamics 365 will automatically calculate the remaining case/hours allowance based on the criteria configured, allowing the customer service team to solely focus on problem resolution.
  4. Service Scheduling 
    By using Scheduling within the Customer Service Hub, can plan and schedule service activities for organization customers by combining all of your resources. The scheduling ability is built through Universal Resource Scheduling, which provides an efficient way to schedule resources for service activity. The availability of employees, facilities, and equipment are taken into the idea so that the schedules can be created appropriately.
  5. Automatic Case Creation
    Many cases come from emails. Having to enter data again from an email into a case management system is not norm and adds steps to the process rather than simplifying it. If the organization has a specific mailbox for support (which most companies do), organizations set up automatic case routing in Dynamics 365 so that any email sent to this mailbox will be created as a case record and assigned to the episodic queue. organizations customize this capability to select whether organizations want cases to be created if the sender already exists in Dynamics 365. organizations also change the settings to create new contacts for unknown senders. There are several different rules organizations play around with to make your experience just right for your team.

The Dynamics 365 Customer Service hub portal allows offering support for customers anytime, anywhere. From maintaining contact with your clients to providing your team with all the necessary insights for customer satisfaction, this powerful tool facilitates communication while allowing keep a keen eye on organization operations.

The benefits of improved customer service are obvious. Efficient problem resolution for clientele is crucial for the longevity, profitability, and reputation of the business.

Below are the benefits of Dynamics 365 customer service portal:

Self-service – Except for issues like refunds or returns, in most cases, the customer can find a solution to their problem on their own. All they need is a comprehensive portal that is simple to navigate, search and understand. By promoting self-service, you help your clients receive faster results.

Engagement – The Dynamics 365 Customer Service portal is largely interactive. Both internally and client-side, the displayed data can be interacted with, expanded, and channeled toward further elaboration. As such, it allows engaging the customer with an experience that guides them toward the answers they seek.

Better customer experiences – Leave nothing to chance and tailor your service to the best interest of your customers. In return, they will bounty you with continued loyalty and good reviews. Making sure the customer feels well cared for is at the very core of a successful business, and that is precisely what the Dynamics 365 Customer Service portal allows you to achieve.

Additionally, the organization can benefit from other features such as automatically sent surveys that help you gather valuable customer feedback, in-depth analytics that provides you with information on your resources and performance, a comprehensive knowledge basis that lets you consolidate all of your information and share it in various languages, and more…

By using the features of the Customer Service hub module, an organization close the cases, offer quality and quick services, and deliver an experience that earns loyalty and recommendation from existing customers. Also, managing contracts, resources, work hours, unified service desk, contacts, accounts, case management, and customer entities become easy and less time-consuming.

Several Features of Dynamics 365 customer service Module help enhance customer experience:

  1. Omni-channel
    • Numerous communication channels such as SMS, emails, phone calls, chats are covered giving a complete view of every customer interaction.
    • Sentiments in every customer’s post are recognized, customer problems are identified, and are converted to cases if required.
  2. Knowledge Management
    • Knowledge articles are available which allows finding a quick solution to the customer’s problem.
    • The visual editor is present which makes it easy for you to create and edit simple and self-explanatory knowledge documents.
  3.  Templates
    • Pre-written email templates are available which saves the organization time and effort of writing a new email at every instance.
    • The templates have a field to mention customer’s names and other important data to ensure that the element of personalization is maintained.
  4. Real-time dashboards and reports
    • Customer service metrics are available enabling you to judge the performance of your customer service department.
    • Reports with attractive graphs and formats are available empowering you to make strategic decisions based on the available data.
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