Customer service and telephony in Dynamics 365
A recorded webinar from March 2020 examines telephony in the context of Dynamics 365 Customer Service.
A recorded webinar from March 2020 examines telephony in the context of Dynamics 365 Customer Service.
The recording comes from ProsessPilotene's webinar on customer service and telephony on 25 March 2020. Dynamics 365 Customer Service provides the product context.
The presentation examines how telephone contact relates to customer service work. It retains the examples used to explain the relationship between communication and case handling.
The recording documents the product at that time. Features, integration options and commercial terms should be checked against current information before use in a new project.
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Learning path: knowledge sharing and reliable handovers
CourseTurn experience into guidance colleagues can use, and transfer responsibility with clear decisions and open actions.
Learning path: Customer service – practice and leadership
CourseBuild a service practice with clear case ownership, useful responses, realistic customer promises and learning from recurring problems.
Use case data to improve customer service
CourseFind recurring friction and test improvements without managing the team by misleading isolated metrics.
Escalation without losing the customer between teams
CourseHand over difficult cases with the right context while keeping customer communication under control.
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