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Microsoft Dynamics 365


Microsoft Dynamics 365 Customer Service

Personalize service with 360-degree customer views

  • Deliver value at every touchpoint and personalize every interaction.

  • Interact with customers on their preferred channel—including chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line, and more.

  • Create a single, consistent service experience through a threaded view of the customer experience. 

Empower your teams with enhanced productivity tools

  • Optimize agent performance and improve customer engagement by analyzing operations and interactions.

  • Empower agents to be more productive and to avoid escalations.

  • Measure and act on customer feedback submitted through surveys. 

Unify technology to get more from your data

  • Build a single source of truth and make better business decisions with Common Data Service. 

  • Use the Common Data Model to do more with your data. 

  • Reveal insights from your data with AI when compiled in a single secure location. 

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Microsoft Dynamics 365 Field Service

Deliver service proactively

  • Prevent service calls by remotely detecting and resolving issues before they become a problem using Internet of Things (IoT) sensors.

  • Transform your business from a cost center to a profit center.

  • Provide predictable service that increases customer satisfaction while communicating proactively with customers through automated voice and text appointment reminders.

Schedule resources intelligently

  • Dispatch the right technician at the right time with the right experience using AI-enabled scheduling recommendations.

  • Better manage resource assignments by using a drag-and-drop scheduling board and interactive map.

  • Optimize technician resources with automatic scheduling that minimizes travel time and maximizes utilization.

Ensure a first-time fix

  • Provide additional expertise to newer technicians through Dynamics 365 Remote Assist video calls.

  • Continue to track all service activity, even when offline, including accessing work orders, customer data, and asset information.

  • Empower technicians in the field to manage work orders and appointment schedules.



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