App Overview
Dynamics 365 for Customer Service Enterprise is an App for Customer Service Agents to provide effective service to customers.
Key Features
Below are the main features of Customer Service Enterprise. This is not meant to be exhaustive but a fundamental level introduction to the App’s features.
Accounts and Contacts
Accounts are Contacts are the key records in Customer Engagement. Almost every other record is related to an account or to a contact.
Accounts are organisations, or parts of an organisation, and can have sub-accounts to create hierarchies.
Contacts are people.
Activities
Activities are the interactions with customers e.g., phone calls, emails, appointments and tasks.
Customer Engagement makes recording of activities easy and integrates with Outlook to enable all interactions to be captured within the system.
Activity records are linked to the contact but also the related record for example an opportunity or a case and help provide the 360 degree view of the customer.
Cases
The Case is the key record within Customer Service. A case is an issue that a customer has with your products or services. A case can be a problem or a request or just a question.
Cases can be for an Account or for a Contact, so Customer Service supports both B2B and B2C scenarios.
Customer Service Agents follow business process flows in order to Resolve the case successfully and track their activities against the case and update key information in the Case.
Customer Service Managers use cases to monitor and manage workload.
Cases can be created manually or automatically e.g., from email through Record Creation and Update Rules.
Queues
Queues are important in managing case workload across teams and in passing work between teams.
Queues can be thought of as a type of Inbox for a team’s work. Customer Service Agents process work in order it arrives and pass work to other teams e.g., from Tier 1 Agent to Tier 2 Agents or to a specialised team.
Moving cases to queues is known as Routing and can be performed manually, or automatically through Case Routing Rules.
Service Level Agreements
Service Level Agreements (SLA) define Key Performance Indicators (KPI) for your support operation.
With an SLA you set targets for each of the KPIs, the criteria for meeting the KPI and specify the actions to take when the KPI is met, and if it is missed.
Actions include sending emails, updating fields, changing status or creating activities.
Cases have KPIs for First Response and Resolve By provided out of the box.
Entitlements
Entitlements are the level of support agreed with a customer. It allows Customer Service Agents to only provide the amount and level of support a customer has paid for, or is entitled to.
Knowledge
Customer Service Agents need to be able to resolve cases quickly and easily. Customer Service provide comprehensive knowledge base functionality and users can search for, link to and use knowledge articles from within a case.
Interactive Dashboards
Interactive Dashboards enable users to review their workload and filter and focus on the work they need to perform in one screen without having to move around between different areas of the App.
Customer Service makes use of the Interactive dashboards for Tier 1 Agents, Tier 2 Agents and Knowledge Management.
Omni-Channel
The Omi-Channel Engagement Hub is a recent addition to Customer Service that allows Customer Service Agents to engage with customers via channels such as Chat and SMS.
The Omni-Channel Engagement Hub supports the use of Bots and handles transfers from virtual to live agents retaining history and context.
GDPR for Customer Service
There is no special functionality for GDPR in Customer Service over and above that provided for all Customer Engagement Apps. However, it is likely that Customer Service will hold personal data and will need processes to handle this data.
Customer Service may be used to record and process DSRs, Consent and Anonymisation. A free solution to help manage GDPR requests can be found on AppSource https://appsource.microsoft.com/en-GB/product/dynamics-365/techlabslondon.gdpr-add-on-msd-crm-solution-by-mohamed-mostafa
More Information
https://docs.microsoft.com/en-gb/dynamics365/customer-engagement/customer-service/help-hub
This post is part of a series for preparing and revising for the Dynamics 365 Fundamentals exam, MB-900. You can find the whole series here.
Microsoft Dynamics 365 UK MCT 
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