What is Microsoft Dynamics 365 customer service enterprise?

Microsoft Dynamics 365 Customer Service Enterprise is one of the licensing options Microsoft offers to avail itself of the capabilities of D365 Customer Service. The Customer Service Enterprise licensing offers advanced customer service capabilities that empower businesses to understand the customer query and resolve it instantly leveraging AI and automation. In general, there are three licensing options available.

• Dynamics 365 Customer Service Professional
• Dynamics 365 Customer Service Enterprise
• Dynamics 365 Customer Service Premium

Along with these licensing options, Microsoft does offer the Dynamics 365 Customer Service free trial so that businesses can understand the solution better before moving towards implantation.

In this blog, we are going to discuss the core capabilities being offered in Dynamics 365 for Customer Service Edition when compared to other plans. However, before going further, we must understand the business-centric benefits of D365 Customer Service.

What is Dynamics 365 Customer Service?

Microsoft understands the fluctuating demands of modern businesses and offers the most productive solutions to deal with unique requirements. From Microsoft’s ecosystem of business applications, Dynamics 365 Customer Service is one such solution that enables businesses to deliver an optimum level of customer satisfaction and a coherent experience while focussing on consistent business growth.

D365 Customer Service captures customer insights to help you understand your customer and offer personalised experiences so that you can earn customer loyalty for life. Also, D365 CS connects different communication channels to centralise the customer data and receive queries from any channel on a single unified dashboard. It enhances productivity as service agents receive and resolve the service query from the single screen. With an end-to-end customer service methodology, Dynamics 365 CE provides connected experiences across channels while enhancing customer experiences.

Dynamics 365 Customer Service Enables you to:

• Track customers on all channels through different cases.
• Record all customer interactions and unify them.
• Collect information and store it in a knowledgebase
• Resolve customer queries through chats
• Schedule customer services to offer great customer satisfaction.
• Create and monitor all services to customers through SLAs (service level agreements).
• Utilise AI driven AI insights to offer a personalised user experience.
• Route tasks and work items through unified routing capabilities.

Major Benefits of D365 Customer Service

Microsoft Dynamics 365 Customer Service offers numerous business-centric benefits that empower businesses to meet customer expectations. Some of such benefits are:

In-built Copilot Integration

All Microsoft solutions come with in-built Copilot to help you leverage the powerful capabilities of generative AI. Copilot can help you diagnose, analyse, and troubleshoot issues without any hassle. Even Copilot helps agents create relatable and reliable customer responses in no time.

AI-Based Routing

The AI and BI capabilities of D365 CS understand the issue for faster resolution, classify it, and assign it to the best-suited agent. Also, you may need to set up some automated parameters for classification of issues that include a sentiment model, an intelligent skill finder, effort estimation, priority, and more.

AI-Powered Chatbots

Microsoft Customer Services comes with intelligent and conversational chatbots that resolve the standard customer issue without any interference from the agent. It enhances the agent productivity while resolving the customer query.

Leverage Community Knowledge

Microsoft has a community portal where customers can post their questions and agents as well as other customers can answer them. Also, customers can collaborate and share customer service insights to let others fully utilise its potential.

Optimise Staffing

Leverage an omnichannel dashboard full of insights to drive more conversions through precise customer service. Such insights enable a business to deploy the right staffing on the right customer based on seasonality and conversational volume.

Real-time Translation

Establish effective communication with customers regardless of language barriers with real-time translations. It helps you resolve queries in a customer’s language.

Sentiment based routing

Dynamics 365 Customer Service empowers you to understand customers’s sentiment based on messages, emotions, actions, and needs utilising the data. Once you have the rough estimate of sentiments, lead the case towards the right agent.

Get 360-Degree Customer View

Manage and track all customers through a 360-degree view that includes history, communications of all channels, interactions, and preferences. Also, it empowers the service agent to handle multiple sessions simultaneously.

Dynamics 365 Customer Service Licensing

As per the Total Economic Impact report, Microsoft Dynamics 365 Customer Service gives a ROI of 311% with a 40% reduction in average handling time. You can also enhance the ROI of your business by leveraging the right licensing plan for D365 Customer Service.

To choose the right plan, you need to check out the pricing and capabilities of all plans. And, as per your business requirements, you can opt for the licenses. Here is the Dynamics 365 Customer Service pricing of all full-user plans.

• Dynamics 365 Customer Service Professional: £41.10 user/month
  
• Dynamics 365 Customer Service Enterprise: £78.10 user/month
  
• Dynamics 365 Customer Service Premium: £160.30 user/month

The professional plan comes with standard capabilities to manage customer service that include case management, knowledge management, and self-service.

The Enterprise plan comes with offering personalised experiences, enhanced agent productivity, and optimising core customer service operations, along with all the capabilities of a professional license.

The Premium is the top-most licensing plan that comes with integrated CRM functionalities and a contact centre, along with all the capabilities of the Enterprise plan.

Dynamics 365 Customer Service Enterprise

Microsoft Dynamics 365 Customer Service Enterprise is a full-user-based licensing plan for businesses with requirements to offer exceptional customer service leveraging personalisation.

It assists your agents in providing an optimal level of customer satisfaction through customer insights and advanced tools. Dynamics 365 CS comes with powerful capabilities that include:

• Case management
• Unified service desk
• Contract templates
• SLA management
• Resources optimisation
• Service group management functionality
• Knowledge Management
• Microsoft 365 Interoperation
• Unlimited Named Users
• Generating Leads Account
• Embedded Microsoft Power BI (Requires separate license)
• Seamless Microsoft Teams Integration
• In-built Copilot
• Embedded Intelligence
• Unified Routing
• Multisession Support
• Data Analytics and Reporting
• Data Forecasting and Scheduling
• Custom Applications
• Workflow Automation

To access Dynamics 365 Customer Service, you require a Microsoft 365 Subscription as a prerequisite.

It doesn’t come with dual-use rights for on-premises deployment.

You can purchase a maximum of 300 full-user licenses of D365 Customer Service.

How can Dynamics Square help you with Dynamics 365 Customer Service?

Between a successful and a failed business, customer service is the difference. If you understand your customers and offer them the solution they are looking for, nothing can stop you from being a multi-billion pound business.

In the modern era, technology and innovations can help you cater for your customers better with advanced customer service tools and functionality. Microsoft Dynamics 365 Customer Service is one such solution that can be the master key to your consistent success. And Dynamics Square is the one who can help you utilise the key properly to make it work for you.

Being in the industry for 14+ years, we are helping businesses please their customers with the perfect service they require from a brand. It is helping businesses grow and generate a consistent stream of revenue.

So, in case of need, pick up the phone and call us directly on  0203 514 1057 to get instant support. However, you can also write us a detailed email at  info@dynamicssquare.co.uk and we will get back to you with the perfect solution.

Avail Microsoft Dynamics 365 Customer Service Trial! Click here now.