Dynamics 365 Customer Service 功能

Enable your agents to do their best work with an all-in-one, multisession desktop experience, including profile histories and engagement transcripts.

Provide your agents with the ability to track and resolve customer issues quickly with context for an end-to-end customer journey.

Bring experts together to quickly resolve complex cases through embedded Microsoft Teams and intelligent case swarming.

Help agents be more efficient with real-time insights, visibility into active conversations, and proactive recommendations.

Increase first-contact resolution with intelligent unified routing that classifies issues and assigns them to agents with the right skillset.

Provide answers in real time with AI-powered virtual assistants and chatbots.

Quickly and easily create in-house solutions with no-code to low-code conversational chatbots.

Automate routine tasks as well as sophisticated transactions.

Provide customers with immediate access to the right content and knowledge articles.

Collaborate, share tips, and glean rich insights from other users and experts with personalized community portals.

Get precise insights into customer engagement center performance to track KPIs and find opportunities to enhance CSAT.

Detect emerging trends and identify opportunities for improvement across support topics, agent-customer interactions, and knowledge management.

Eliminate manual processes with more than 700 prebuilt flows, and add custom data connectors to your ecosystem.

Monitor success using unified KPIs and understand agent actions with knowledge search insights.

Increase efficiency and reduce costs by building upon existing capabilities and seamlessly integrating with business applications—all within one platform.

Quickly set up phone systems for agents to assist customers on a scalable platform built, owned, and operated by Microsoft.

Whether it’s through email, text message, social network, or virtual assistant, provide faster service to customers on their digital channel of choice.

Effectively communicate with customers in the language of their choice.

Based on customer’s emotions and needs, route the case to the right agent, every time

Seamlessly manage customer requests from any channel while handling multiple sessions at the same time.

Gain insights on how consumers interact with the brand throughout their journey and tailor personalized offers and recommendations.

Deliver personalized responses in context through AI that monitors customer engagements and understands customer emotions and needs in real time.

Track and analyze customer behavior and data to identify engagement opportunities, increase CSAT, reduce cart abandonment, and increase revenue.

Use voice and behavioral recognition for a fast and personalized way to verify customer identities.