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Funktionen von Dynamics 365 Customer Service entdecken

Personalisieren Sie Ihren Service mit einer 360-Grad-Ansicht auf Ihre Kunden

Deliver value at every touchpoint and personalize every interaction. Better anticipate customer needs by using Dynamics 365 Customer Insights for a 360-degree view of each customer’s journey.

Interact with customers on their preferred channel—including chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line, and more—using Customer Service omnichannel capabilities.

Create a single, consistent service experience through a threaded view of the customer experience. Ensure that every customer receives a unified experience, even if their case is transferred between agents or across channels.

Quickly offer the most appropriate knowledge articles using relevance search. Select articles faster with highlighted search-term matches in the results list.

Empower your teams with enhanced productivity tools

Optimize agent performance and improve customer engagement by analyzing operations and interactions using Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences.

Empower agents to be more productive and to avoid escalations. Make smarter recommendations with agent-facing bots that use contextual data about customers and your business.

Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts. Use Microsoft Teams to help resolve complex cases more quickly regardless of job function or location.

Intelligently route cases by topic or channel. Automatically assign cases to the agent best equipped to resolve them by using custom entity routing embedded in Customer Service omnichannel capabilities.

Measure and act on customer feedback submitted through surveys after every service engagement by combining customer data with survey insights from Microsoft Forms Pro, included with Customer Service.

Transform your break/fix service model into a proactive and predictive service model with Internet of Things (IoT) diagnostics, IoT device updates, and case management on one platform.

Vereinheitlichen Sie Technologien, um Ihre Daten optimal zu nutzen

Erstellen Sie eine einzige maßgebliche Datenquelle, und treffen Sie bessere Geschäftsentscheidungen mit Common Data Service. Gewinnen Sie ein einheitliches Gesamtbild Ihrer Unternehmensdaten, die ständig aus Datenflüssen unterschiedlicher Geschäftsanwendungen aus demselben Datenpool aktualisiert werden.

Erfahren Sie mehr über Common Data Service.

Use the Common Data Model to do more with your data. Ensure that customer service agents are referencing the same customer data as other departments in your company, across all business processes and apps.

Erfahren Sie mehr über Common Data Model.

Reveal insights from your data with AI when compiled in a single secure location. Realize its full potential by combining Customer Service with industry-leading AI apps—including Microsoft Power Virtual Agents, Customer Insights, and Customer Service Insights.

Erfahren Sie mehr zu Dynamics 365 AI.

Entdecken Sie die vorgefertigten Lösungen von Microsoft und unseren Partnern auf AppSource

Provance ITSM

Von Provance ITSM

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The most Microsoft-centric ITSM and ITAM solution available.

Five9 Cloud Contact Center

Von Five9

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Intelligent Cloud Contact Center for Microsoft Dynamics 365 and Microsoft Teams

Cisco Webex Contact Center for Microsoft Dynamics

Von Cisco Systems, Inc.

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Webex Contact Center integration for Microsoft Dynamics CRM

Hootsuite Microsoft Dynamics 365

Von Hootsuite

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Hootsuite Microsoft Dynamics 365 to enrich lead, opportunities, & case data with social information.

Red Box call / voice recording for Dynamics 365

Von Red Box

Azure for Web Apps

Take your sales to the next level with the combined power of Red Box and Dynamics 365 Sales Insights

ScreenMeet for Support

Von ScreenMeet

Dynamics 365

Enterprise Remote Support for the customer experience service evolution

The Dynamics 365 All-Channel Communications Solution

Von Solgari

Dynamics 365

Solgari is the first all-channel, all-functionality cloud communications solution for Dynamics 365.

Sprinklr Modern Care for Dynamics 365

Von Sprinklr, Inc.

Dynamics 365

Empower your Dynamics 365 with Customer Care on 25 Social + 10 Messaging Channels

Tenfold Next Generation CTI for Dynamics 365

Von Tenfold

Azure for Web Apps

Tenfold Cloud-Based Next Generation CTI for Dynamics 365 Customer Service and Sales

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