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Top 5 Features of Microsoft Dynamics 365 Customer Service Module
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Microsoft Dynamics 365 Customer Service is a module for customer service automation that provides a wide range of features for the business.

Microsoft Dynamics 365 Customer Service is a module for customer service automation that provides a wide range of features for the business. Here are the top 5 features

Voice of the Customer

Receiving feedback from customers is a valuable asset when running a business. Dynamics 365 Customer Service offers a “Voice of the Customer” feature which allows you to gather important feedback directly into your Dynamics 365 instance. Survey templates are created with a simple drag and drop designer that is very user–friendly. Also, you can configure Dynamics 365 to automatically send your customer a link to the survey to measure their satisfaction level with the service experience.

Automatic Case Creation

If you have a specific mailbox for support, you can 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 relevant queue. One of the many updates in Release Wave 1 for Dynamics 365 Customer Service is automatic case creation. Cases can now be automatically created based on a variety of rules including keywords in an email, social activity, data from IoT-enabled devices, and many others.

Service Level Agreements (SLAs)

Service Level Agreements are basically agreements reached between a business and a customer. This defines the level of support the customer receives. By enabling SLAs, you are promising that you will get to your customer’s project by an agreed-upon date which will motivate your employees to complete their work.


Entitlements allow you to define what kind of support you would like to offer your customers by providing the option to specify the term based on the number of hours or the number of cases. The customer’s support level can vary based on the product or service that the customer has purchased. As long as your entitlement is not expired, Dynamics 365 will automatically calculate the remaining case/hours allowance based on the criteria configured, allowing your customer service team to solely focus on problem resolution.

Service Scheduling

By using Scheduling within the Customer Service Hub, you can plan and schedule service activities for the customers by connecting all of your resources. The availability of employees, facilities, and equipment in your organization are taken into consideration so that the schedules can be created appropriately. If you require top-class scheduling capabilities for your business, there’s another Dynamics 365 App called Field Service designed with advanced resource scheduling and work order management.


Dynamics 365 for customer service implementation offers all the tools that a business needs to keep all your data safe and organized in one place while providing an exceptional customer service experience.

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