Customer Service – Three keys functions

June 26, 2019 Imran Khan

The customer service module within Dynamics 365 is a must-have for any organization that services customers. Now that includes every organization, doesn’t it?

We will focus on three key areas within this article:

(1) Queues

(2) Automatic Record Creation

(3) Service Level Agreements (SLA).


Queues are a great way to group work that needs to be worked on. It’s a container which Dynamics 365 users can pick from and work on. An organization can have multiple queues and could assign which users should be members of that queue. Being a member of a queue would allow you to pick items from that queue. A great feature of queues in Dynamics 365 is that you could setup an incoming email address for a queue. Thus, when anyone emails the queue email address, that email will automatically create a record within Dynamics 365. Now that the record is within Dynamics 365, the possibilities are limitless. You would be able to create workflows or rules based on certain conditions, or just convert the record into a Case record within Dynamics 365.

To create a queue within Dynamics 365, click on the Settings>>Service Management from the top navigation menu.

Then click on Queues as shown in the image below to access the queue setup area.


Automatic Record Creation

After an email enters a queue in dynamics 365 as previously discussed; there are multiple create or update actions that can be triggered to reduce manual effort. For example: if you wanted to create a ‘Case’ automatically for an email that was sent to your support queue or if you want to update an existing record. You can also send an automatic email response to the customer on record creation which is a simple but essential step in customer service. You always need to ensure that the customer knows their query has been logged and by when they should expect a response.

To create a create or update rule, visit the Service Management section with your Dynamics 365 instance by going into Settings>>Service Management in the top navigation bar.
Then click on the Automatic Record Creation and Update Rules link as shown in the image below.


Service Level Agreements

Service Level agreements (SLA) within dynamics 365 lets you keep track of how well you are servicing your customers. It allows you to monitor key performance indicators (KPI) valuable to your organization and empowers you to be alerted before the SLA time is up. There are two SLA KPI’s available out of the box. However, custom KPI’s can be easily created to address your specific needs. The two KPI’s available out of the box in Dynamics 365 are First Response By and Resolve By. SLA KPI’s have various statuses which let you know how well you are performing against the set KPI. The various statuses are: In Progress; Nearing noncompliance; Noncompliant; Paused; Succeeded; Canceled.

To create an SLA; go to Settings>>Service Management. Then click on Service Level Agreements.

Customer Service for Dynamics 365 will allow you to better service your customers and thus increase customer satisfaction.   This module within Dynamics 365 is a must-have for any organization servicing customers to ensure their customers are satisfied ensuring continued business and customer referrals.

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