Dynamics 365 for Customer Service Workflow

If you want raving fans, then it is vital to set up a quality customer service flow. Dynamics 365 can help with this process.

This podcast episode shows how Dynamics 365 for Customer Service flow works. To learn more, check out the entire webinar: Create Raving Customers With Dynamics 365.

Dynamics 365 Customer Service Flow

How does the Dynamics 365 Customer Service Flow work? Well, let’s take random customer questions about sprockets. They decide they need to know more about how to use a specific sprocket and want the ultra-sprocket.

What they do is say, “Hey, look, I’m having trouble with my ultra-sprocket. Can you please help me?” They go into the Power Apps portal and initiate a case. Once they do that, the customer can then reach out to your company, and they can do this through your portal.

You can use the workflow to help with the following:

• Text messages
• Phone calls
• Chat or email

Let’s talk about automation

One of the great things is that once the customer creates the case, it automatically creates a case. And we’ll show you how cool this looks on Dynamics 365. It will create a case number, and what they’ll do is it’ll allow it to route that case automatically over to specific agents.

Customer service example

Let’s say you have a company with 500 to 700 employees, and maybe you have about 20 to 30 different customer agents working at any time.

You have 20 to 30 agents working on sprockets. Well, maybe only five of them are trained in knowing how the ultra-sprocket works. What it could do is route that information to that specific agent. The agent will ask, “Hey, okay, so this person has a question about the ultra-sprocket. Let me see what I could do to help them.”

Even though they know a lot about the ultra-sprocket, they might not know everything. And that’s where that knowledge management module comes in. It helps you research the information and say, “Oh, you know what? It looks like you’re having this problem with the sprocket. Let’s see how we can help you out.”

They could go through that information; they could research it. Then they could go back to the customer and help resolve that case by sharing that knowledge with the customer. And once that happens, the knowledge is then you could then resolve the case.

Remember that if you have a company that sells a hundred thousand sprockets a year, you’re probably not just having one customer reach out to you yearly. You have 20 or 30 agents in this example.

In that case, you need to make sure there’s a queue here, and then the agent could return to the remaining cases. The example discussed above is one case among many. And every time you have a case, this process starts over again. The customer initiates the case, and they reach out. Then the agent identifies, researches, resolves the case and then goes back to the next one. So that’s one example of what we see.

Dynamics 365 for Customer Service Final Thoughts

If you are interested in learning more about improving your customer flow, let us know how we can help. Set up a free 1-hour consultation with our Dynamics 365 experts to improve the quality of your customer service.