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Solutions / Business Management Solutions /

Dynamics 365 Customer Service

Microsoft Dynamics 365 Enterprise Erp

The Customer Service module within Microsoft Dynamics 365 Business Central (formerly known as Dynamics NAV or Navision) is designed to help businesses manage customer interactions, provide timely support, and ensure customer satisfaction. It includes a range of features and capabilities to assist in managing customer inquiries, complaints, service requests, and more.

Here are some key aspects of the Customer Service module in Business Central:

  • Case Management

    Businesses can create and manage cases for customer inquiries, complaints, and service requests. The module supports case routing, escalation, and resolution tracking.

  • Service Order Processing

    Businesses can manage service orders, including creating service orders, assigning technicians, scheduling service appointments, and tracking service delivery.

  • Service Scheduling

    The module allows businesses to manage service schedules, including resource scheduling, appointment scheduling, and service calendar management.

  • Warranty Management

    Businesses can manage product warranties, including warranty tracking, warranty claims processing, and warranty expiration notifications.

  • Service Contracts

    The module supports service contract management, including creating service contracts, defining service level agreements (SLAs), and tracking contract renewals.

  • Field Service Management

    For businesses that provide field service, the module supports field service management, including technician dispatching, mobile service management, and route optimization.

  • Customer Service Portal

    Businesses can provide a self-service portal for customers, allowing them to submit service requests, track service status, and access knowledge base articles.

  • Knowledge Base Management

    Businesses can create and manage a knowledge base of articles and FAQs to help customers find answers to common questions and issues.

  • Customer Feedback

    The module supports customer feedback management, including capturing customer feedback, analyzing feedback trends, and acting on feedback to improve service quality.

  • Integration with Other Modules

    The Customer Service module integrates with other modules in Business Central, such as Sales & Marketing and Financial Management. This ensures seamless data flow and enables comprehensive reporting.

  • Mobile Access

    Users can access customer service-related information and perform tasks from mobile devices. This allows for real-time updates and ensures that customer service operations are always up-to-date.

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What help desk software can do for your business

Excellent customer service goes a long way with customer satisfaction, retention, and loyalty. Help desk software gives you all the tools you need to address customer issues, helping you:

Provide proactive service

Artificial intelligence (AI) and machine learning (ML) can predict problems, letting you get on top of any concerns quickly. Predictive care paired with help desk software can alert customer service staff of equipment needing repair.

Address customer needs immediately

The features of help desk software help you provide a variety of ways to get customers the support they need, the moment they need it.

Manage incoming requests

Build a support platform that can create, track, and assign customer tickets, keeping your team efficient and on the same page.

Improve team performance

Full visibility helps support staff stay efficient as they manage requests.

Keep customers happy

Help desk software enables your team to offer great service—increasing customer satisfaction.

Identify trends and anticipate needs

Discover what your customers find most challenging, provide answers to common questions online, and learn how best to support your customers.

Business Insights for Your Success

Discover invaluable strategies tailored to your industry, empowering you to make informed decisions and seize opportunities. From market trends to operational efficiencies, our insights illuminate the path to sustained growth and prosperity.

Frequently Asked Questions

Absolutely! Business Central Help Desk offers a central hub to manage all your customer inquiries, emails, and chats. Imagine resolving issues faster and keeping customers happy!

Yes! It automates tasks, tracks progress, and centralizes information. Your team can focus on solving problems, not managing them.

Faster response times, clear communication, and self-service options all lead to happier customers. Business Central Help Desk empowers you to deliver a top-notch experience.

Business Central Help Desk is designed to be user-friendly, with intuitive interfaces for both agents and customers. No tech headaches!

Many businesses use various software tools. Business Central Help Desk integrates seamlessly for a unified customer support experience.

Yes indeed! Track important data like resolution times, agent performance, and customer satisfaction to identify areas for improvement.

Yes! Empower customers to find answers on their own with a knowledge base and FAQs, freeing up your team for more complex issues.

Data security is critical. Business Central Help Desk offers robust security features to keep your customer information safe.

Business Central provides comprehensive support to ensure you get the most out of your help desk solution.

Many Help Desk solutions offer free trials. See for yourself how Business Central can transform your customer support!