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Customer Service - Dynamics 365

Customer Service - Dynamics 365

Hurray! we have done it. They are very happy, and ready to buy the products that our company sell. Next, more items are sold because one happy > happier > happiest consumer brings more customers, which helps us improve.

Great after-sales support gives repeat business. If people buy from us, they become our consumers. We always want to ensure that next time they buy the same product, or a different product from us. We don't want to lose our existing customers. If they have any issues regarding our products, we need to resolve them, and also ensure that in future such issues never occur. Excellent after-sales assistance is not possible without a great CRM platform.

Read my technical book: Customer Service - Microsoft Dynamics 365 : Part 1

Lots of consumers do not have enough time to talk to our executives. In this scenario, the whole process can be automated using IoT (Internet of things), workflows, plug-ins etc. For example, a consumer buys our product, and also wants us to maintain it annually. We can have everything (equipment and devices required for the maintenance) ready. Our executives automatically receive messages when the annual maintenance is required. The engineer visits the premises, conducts the maintenance. The invoice is automatically generated, and sent to the consumer. We can also remotely monitor all the installed equipment and devices with connected field service. 

For example, a consumer buys our product, and wants to know more about the product. He or she is looking for an explanation, there are lots of options available like Chat, Phone, Email, Facebook messenger etc. The knowledge base feature can store queries and their solutions, which is helpful if similar cases are raised in future. Our executive can immediately provide the solution.

Teams in dynamics 365 - They are not necessary. We need to create teams if required for our organization . 1 team can include users from different units to meet some specific objectives. For example, we are selling two different items, which are under two different business units. We also need to assist the consumers who buy these products, and this purpose allows us to create our after-sales support team, where executives are from two different units. There could be multiple support teams, or just one team. This totally depends on our project. For example, in my last assignment there were two customer service teams, which were handling broadband and cable TV consumers respectively. It is also interesting to know that one team can include users from different units, but that team belongs to only one business unit. 

Business units - We can create them for different items, services, and departments. Every business unit has one parent. We can create multiple child business units under one unit. When we create a business unit, system automatically creates a default team for that unit. Add more teams to the same unit if required. 

Root - Everything starts from the Root Business Unit in dynamics 365. It is our organization name, which is automatically created, and does not have a parent unit. This organization name cannot be deleted or changed. There are some work-arounds to change the name, but it is not recommended. It is important that we enter the correct organization name when we add a new CRM instance to our subscription.  

Let's learn how we can access the settings area to create units, teams, and users.

Customer Service settings in Microsoft Dynamics 365

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