Companies using Microsoft Dynamics 365 to manage enterprise resource planning and customer relationships know that the cloud-based platform’s various productivity apps take their efforts to the next level of efficiency. In an age when the customer experience is “everything,” Dynamics 365 Customer Engagement customers are taking advantage of the updated Customer Service App’s browser- and mobile device-based Customer Service Hub—an interactive experience built on Microsoft’s Unified Interface framework.
The Customer Service Hub gives customer service managers and reps a unified view of their workload and service issues. As you might expect, it provides all of the web-based tools they need to manage and store customer information, create cases, stay on schedule with requests, and keep track of the emails and documents related to each customer and service case. There’s even a way to track customer issues over social media, functionality more businesses will be using in the years to come. All in all, the Customer Service Hub is the route to faster resolutions, creating value for both the customer and the organization.Here, we’ll review its most popular features.
1. Customized Dashboards
The way to access data-backed insights today is through interactive dashboards, and the Customer Service Hub dashboards are exceptionally user-friendly and actionable. Depending on their role, users can access different dashboards including Customer Service Manager, Customer Service Operations, and Knowledge dashboards. Tier 1 dashboards deliver the information required to provide an initial level of support and handle multiple issues at one time, while Tier 2 dashboards are tailored for managers who monitor fewer—or more escalated—cases.
Find out more about dashboarding in Dashboards Elegantly Reveal The Truth Behind Your Data.
2. Dashboard Drill-Down Capabilities
No matter which dashboard is being explored, users can interact with the data in highly customized ways to answer big-picture and deeper-dive questions.
Thanks visual filters, users can view customer service cases by priority, origin (e.g. email, Twitter, phone), account, and status.And streamsshow active cases,resolved cases,draft emails,and activities in chronological order for better management.
Managers appreciate that they can view customer interactions in a single stream because it helps them prioritize critical issues and expedite resolutions. They can view a case and catch up on what’s new—to see any recent phone calls or emails, for example—and use sorting and filtering functionality to home in on what actions, if any, need to be taken next.
3. Account SLAs and Entitlement Details
When it comes to providing service at an account level, the Customer Service Hub houses details about service level agreements and the type of support a customer is entitled to receive. This helps managers and reps address and/or escalate issues appropriately and in a timely manner, from initiation to closure. A customer’s support terms, which may be defined based on hours of support or the number of cases raised or resolved, are always accessible to the user through the hub in a single place. Depending on the SLA, there may even be an active timer displayed in a tab on each case.
4. Knowledge Articles
While reviewing a case or working with a customer in real-time, managers and reps can search for and access knowledge articles to help them resolve cases. These articles have insights into customer questions, issues, feedback, and resolutions that can even be shared with the customer. What’s more, depending on their role, Customer Service Hub users have the ability to create support content within the tool and preview it on various devices before publishing it to the knowledge database.
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