Microsoft Dynamics 365 Customer Service

A new age CRM System in Customer Experience Economy

In an increasingly connected digital world, customer engagement with brands has transformed. With products and services becoming more commoditized, companies are now focusing on customer experience as a crucial competitive differentiator. Today’s customers prefer to take control of their journeys, opting for the DIY route whenever possible. Quick resolutions to simple or common problems are highly desired, and empowering customers to find their own answers leads to greater satisfaction and reduced strain on customer service agents.

The success of the sales and marketing teams presents additional challenges for customer services. As service demands grow, supporting an expanding customer base becomes more complex.

Key challenges include

Siloed knowledge hindering efficient customer service

Struggling to meet service level agreements (SLAs)

Difficulty reaching customers on their preferred channels

Collecting customer feedback effectively

Measuring customer engagement accurately

Managing agent performance and productivity efficiently

Meet The Challenges of Customer Engagement with MS Dynamics 365 Customer Service

Microsoft Dynamics 365 represents the next generation of intelligent business applications, designed to help organizations engage customers, empower employees, optimize operations, and discover new ways to add value. By unifying your business—from data to people to processes—Dynamics 365 provides modern, intelligent applications that adapt to your changing needs.

Wow Your Customers By

Empowering them to help themselves with an effective knowledge base

Providing 24/7 support through AI/chatbots

Ensuring self-service accessibility across channels and third-party messaging platforms

Features of Dynamics 365 Customer Service

Queue, case, and calendar management

AI-enhanced customer communication management

In-depth service management analytics

Omnichannel communication methods and monitoring

Product information and knowledge article repositories

Service scheduling and management tools

Seamless data connectivity with Office 365, Power Platform apps, and other data sources

Native integration with Microsoft 365, Power BI, Teams, SharePoint, etc.

Tools for configuring business processes, such as Power Apps, Power Virtual Agents, and Power Automate

Configuration of agent presence, availability, and routing rules

Automated assignment of agents to the most relevant support inquiries

Enabling an automated ticketing system and customer support

Providing real-time and historical visibility and insights into the sales cycle

360-degree Customer Service Management for all functions

Engagement

Deliver the kind of omnichannel experience Millennial B2B buyers expect.
Enhance customer experience by leveraging AI and advanced analytics.
Leverage AI Virtual Assistant and Power Virtual Agents to improve customer experience.
Author and publish a searchable knowledge base of articles.
Configure agent presence, availability, and routing rules with Omnichannel.

Service

Customize the Case Resolution dialog and the case resolution entity.
Plug and play web-based integration with third-party telephony providers.
Contextual customer identification, real-time notifications with integrated communication.
Agent productivity tools like KB integration, search, and case creation with Omnichannel.
Responsive design enabling a workforce to use mobile phones and tablets where required.

Operations

Prioritize high revenue leads and plan complex buyer journeys.
Streamline routine tasks to empower sellers to focus on closing deals effectively.
Rapidly address customer needs through automated request routing.
Enhance efficiency and strengthen connections with customers.
Provide responsive, personalized service across various channels for an enhanced customer experience.

Experts Dedicated to Your Success

As a leader in supporting Microsoft solutions and the deployment and management of ERP and CRM systems, Team Xylity offers expert service and support for Microsoft Dynamics 365. Rely on our team of cloud and solution experts to help you fully leverage this powerful business application.

Xylity Technologies has developed partnerships to deliver professional services tailored to configuring Dynamics 365 customer relationship management solutions to meet your specific business requirements efficiently. We will guide you through your solution options based on gathered requirements. The solution will then be designed, reviewed with you, built, configured, and tested. Post-production, we continue to offer services to support and optimize your Dynamics 365 environment.

Customer service case and knowledge management

Entitlements, SLAs, and escalations

Omni-channel engagement business processes

Intelligent Case Management System

Automated Escalations and Grievance Redressal System

AI-enabled Self-Service CRM System

Which Customer Service Tasks Should Be Automated?

Your automated customer service software acts as the initial line of support. Identify high-volume, routine tasks that consume a significant amount of your support representatives’ time. These tasks may include:

Greeting customers and confirming receipt of their messages

Collecting customer data (e.g., account numbers) for future forms

Prompting customers to reset passwords

Verifying accounts

Basic troubleshooting for products that are not functioning as expected

Routing tickets to the appropriate representatives

Automating these tasks is straightforward, and we can consult with you on adopting MS Dynamics Customer Service to help you onboard a system that can handle these tasks seamlessly while integrating smoothly into your existing systems.

Professional Services for Dynamics 365 Customer Service

Customer Service CRM Development

Customer Service Portal

Consulting and Licensing

Integrations and Migrations

Cloud adoption

Resource Augmentation

Case Management System built on MS Dynamics 365

We can help you build a case management solution powered by Microsoft Dynamics 365 and hosted on Azure cloud. This solution covers various types of cases, automates and digitizes processes, facilitates citizen interaction through a public portal, and offers comprehensive reporting and business intelligence capabilities.

Key features include:

Automated Help-desk Ticketing

IVR to Lead Capturing

Chatbot to CRM Lead Capturing

Automated Task Assignment

Self-service Virtual Agents

Merge Similar Cases

All-in-one Contact Center

Customer Self Service	Agent Productivity	Customer Insights	Service Intelligence	Omnichannel Enablement
Knowledge base on SharePoint	Intelligence Search for Knowledge base	360-degree view of customer information	Chatbot with recommended insights	Personalized customer communications across channels
Self-service through virtual agents	SLAs and Entitlements	Agent Performance Tracking and Trend Analytics	Remote device commanding	Intelligent Case Routing system
Customer Portal of PowerApps Portal (MS Power Pages)	Smart assist through bot	Intelligence Claims Management	Relationship Insights with Case History	Skill-based case assignment to agents
Customer Intent & Sentiment Analysis	Customer Feedback and Agent Review Management			Multi-session agent experience

Omnichannel Enablement with Self-service

Today’s customers are discerning and demand seamless experiences across multiple channels. To meet these expectations, it’s essential to invest in the right technology that enables customer engagement across all touchpoints, including SMS, phone, and email, embracing omnichannel engagement.

Moreover, our solution can be managed in a low code/no code environment, eliminating the need for technical expertise within your team. We can help you build an intuitive and easy-to-use solution that empowers your team to deliver exceptional customer experiences effortlessly.

Email Marketing	SMS Text Messaging	Customer Journeys	Web Forms	A/B Testing
Scoring Models	Lead Generation	Event Management	Data Enrichment	Audience Segments
Conditional Content	Marketing Analytics	Branding Control	Consent Management

Custom Integrations Provided

With the right framework, we can integrate features and modules that efficiently engage customers across various channels within an omnichannel ecosystem.

Voice of Customer Integration

Integration with Microsoft Office

SharePoint Integration

Integration with email marketing tool

Integration with your existing systems

Integration with Power Apps and Power BI Dashboards

Integration with OneNote to take or review customer notes from within a Dynamics 365 record

Infuse AI- Copilot like capabilities to Enable Service Intelligence

Access to relevant customer data empowers every role within an organization to positively impact business outcomes. Through interactive dashboards with robust data visualization capabilities, our CRM solution enables organizations to leverage insights for proactive care and to predict and preempt service needs. Our experts can integrate Co-pilot within your Dynamics 365 Customer Service Module, offering functionalities such as:

Role-tailored dashboards that present real-time and historical data via a visual user interface.

Interactive charts for drilling into data and including information from third-party applications for deeper business insights, analysis, and exploration.

Natural language capabilities for instantly generating new reports and visualizations.

Service intelligence to identify cross-sell/up-sell opportunities, explore what-if scenarios, improve service metrics and performance, and identify best practices.

Reporting on custom KPIs and metrics tailored specifically to your business needs.

What’s there for your Quality Assurance and Customer Success Teams?

Customer Success teams can benefit from features like automatically detecting sentiment and intent in social posts for streamlined customer service, as well as enhancing collaboration with advanced workflow capabilities for personalized engagements. Additional functionalities include:

Suggesting similar cases and knowledge articles to agents

Providing Supervisors with real-time and historical data on agent performance

Resource allocation across various channels with Omnichannel Insights

Unified Service Desk

Real-time Sentiment Analysis

Reporting and Analytics powered by Power BI

Context-driven Agent Suggestions

Key Benefits of Customer Service CRM Adoption

At the Organizational Level

EARN LOYALTY

Enhance brand loyalty and advocacy by delivering personalized and contextual interactions throughout the customer journey, across various channels and devices.

EMPOWER AGENTS

Equip your agents with all the necessary tools to provide a personalized and effective standard of service, accessible from a single application.

STAY AGILE

Adapt at the pace of innovation with actionable insights that anticipate the rapidly changing needs of both customers and your brand.

At the Departmental Level

Up to 50% reduction in time to capture an inquiry.

AI-enabled fact-finding tasks for Customer Service Advisors.

Achieve up to a 75% increase in automatic product recommendations.

Secure up to an 80% increase in overall operational efficiency.

Achieve 50% better reporting capabilities.

About Xylity Technologies

Xylity Tech is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology.
With its strong technology background and deep industry expertise, Xylity is trusted by its clients to address the entire breadth of their industry needs, from strategy and design to operations, fueled by the

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