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What’s Possible: Using Customer Service in Dynamics 365
Delivering exceptional customer service means empowering your service team with everything they need to deliver an experience that
will deepen customer loyalty. In this session, we will examine the expanded capabilities and benefits that utilizing Service by Microsoft
Dynamics CRM can bring your business.
2017 CRM Conference
Agenda
• Discuss Customer Service
• High Level Overview of Features and Functionalities
• Demo of some of the Core Features• Case
• Interactive Service Hub
• Knowledge Management
• Voice of the Customer (Surveys)
• Chat (CafeX)
• Mobile
• Self Service Portal
Customer Service - Not just an add on to Sales
What is Customer Service?
The degree of assistance and courtesy granted those who patronize a business
Entrepreneur.com
Customer service is often seen as an activity, performance
measurement and a philosophy. Because of that there are many definitions
Customerservicemanager.com
Is the process of ensuring customer satisfaction with a
product or serviceInvestopedia.com
Delivering end-to-end service across every channel
earning customer loyalty and a customer for life
Microsoft.com
Let’s See Customer Service
Additional References
• Microsoft’s Customer Service – User’s Guidehttps://www.microsoft.com/en-us/dynamics/crm-customer-center/dynamics-365-for-customer-service-user-s-guide.aspx
• Admin Zone (for everyone)
• Ledgeview’s YouTube Page [@lvpcrm]• Previous Customer Service Webinars
• What’s Possible with Microsoft Dynamics 365 Portals (From this conference)
2017 CRM Conference
Questions
