Overview



Microsoft Dynamics 365 for Customer Service

Earn customers for life

Expectations are rising. Customers want quick, relevant answers on any channel, even on the go. Differentiate your brand with Microsoft Dynamics 365 for Customer Service. Built-in intelligence delivers faster, more personalized service and adds value to every interaction.

Engage with customers on any channel or device
Create effortless support experiences Leverage artificial intelligence through virtual agents Resolve issues with
predictive care
Make it easy to find answers through self-service, community, or social channels. Intelligently route cases from any channel to the right agent for quick resolution. Automate resolution and free up agents for high-value interactions. Built on the most powerful artificial intelligence framework in the market, service bots are smart, fast, and always available. Keep customers happy by avoiding service and support issues. Analyze data from connected devices and take action before warning signs become a problem.

Deliver fast, personalized service and support
Guide agents to optimal outcomes Personalize service with a complete customer view
Intelligent automation dynamically guides agents to the right actions by surfacing relevant information exactly when they need it through a single interface. Deliver value at every touchpoint. A 360-degree view of each customer’s journey enables agents to anticipate needs and personalize every interaction.
Empower agents with artificial intelligence Capitalize on revenue opportunities
Empower agents to be more productive and avoid escalations. Agent-facing bots use contextual data about customers and your business to make smart recommendations. Use service and support as an upsell or cross-sell opportunity by empowering agents with machine learning driven recommendations.

Learn from every interaction
Learn from your customers Turn insights into action
Create opportunities to improve the service experience through direct survey feedback, discussion forums, and social listening. Improve service through targeted analysis of contact center operations and business-critical data. Promote optimal behavior with individual games and team competition.
Speed onboarding and adoption Enable an agile support model
Quickly onboard new agents and keep them up to date on new features and identified best practices with tailored in-app learning that’s always available. Optimize staffing levels and allocate resources based on popular channels, trending issues, and required skills to address fluctuations that occur daily and over time.




Features

Single user interface 
 

Equip your agents to handle service interactions in one place on their desktop or mobile device. Unlike other help-desk software, Customer Service provides a single view into all information—from scripting to entitlements to recommendations—so agents can provide personalized service fast.
 
 

Searchable knowledge base 
 

Give your agents and customers the answers they need on the spot. The knowledge base provides consistent answers across channels. Periodic reviews keep responses current and relevant. And you can get in-depth analytics to measure the impact of the responses.
 
 


Customer self-service and peer-to-peer service 
 

Make it easy for your customers to find answers on their own. With Customer Service, you can provide a self-service portal with a searchable knowledge base and an online community space where peers respond. Then, transition them seamlessly to assisted support when they need it.
 
 


Innovate with a modern and adaptable platform
Adapt quickly Unify your service environment
Accelerate time to market and adapt the application to your needs with no-code visual editors and tools that make is easy to build and deploy web and mobile apps. Automate processes across Dynamics 365 applications and third-party systems for better engagement experiences.
Invest with confidence Drive innovation
Rely on the Microsoft cloud platform to reduce the cost and complexity of operating a global infrastructure, and trust our state-of-the-art data centers to safeguard your data. Transform your customer interactions with deep insights provided by artificial intelligence that guide your teams to the right business outcomes.

Consistent, omnichannel engagement 

 

Give your agents what they need to serve your customers anytime, on any channel.

Customer Service provides a unified platform that makes information available across engagements so your agents offer the consistency and personalization your customers expect.

 
 


Built-in digital intelligence 
 

Move to predictive and proactive customer service, using the data analytics in Customer Service. It provides interactive dashboards and data visualizations that help you pull insights from your metrics, making it easier to identify trends and anticipate opportunities.
 
 


Support

Support Details

All interworks.cloud services come with a FREE Standard Support plan by directly submitting a ticket at our Support Portal, where you may also find our Live Chat support option (available Monday - Friday, 09:00-22:00 GMT+2).

Technical Support

Support Plans Features Standard Support Plan Customer Advanced Support Customer Premium Support Partner Advanced Support Partner Premium Support
Technical Support Issues preventing access to services ONLY Issues preventing access to services AND any issue requiring professional attention Issues preventing access to services AND any issue requiring professional attention Issues preventing access to services AND any issue requiring professional attention Issues preventing access to services AND any issue requiring professional attention
Support is available for all interworks.cloud Distribution products (Microsoft 365, Acronis, etc), including interworks.cloud own Virtual Servers offering, including all supplementary products (DRaaS, Recovery Copy, Cold Storage, etc) Yes Yes Yes Yes Yes
Availability 8x5, M-F 09:00-17:00, GMT+2 14x5, M-F 08:00-22:00, GMT+2 24x7 14x5 M-F 08:00-22:00, GMT+2 24x7
Response time: Critical issues** Customer’s business has significant loss or degradation of services, and requires immediate attention. Best Effort < 30 min < 30 min < 30 min < 30 min
Response time: Major issues** Customer’s business has moderate loss or degradation of services but work can reasonably continue in an impaired manner

< 1 business day

No SLA

 < 1 hour < 1 hour < 1 hour < 1 hour
Response time: Minor issues** Customer’s business is functioning with minor impediments of services.

< 2 business days

No SLA

 < 4 hours < 4 hours < 4 hours < 4 hours
Support hours if issue is NOT customers fault or is caused by a bug Unlimited Unlimited Unlimited Unlimited Unlimited
Professional Services Hours Included on Monthly plans (Per Month) no carryover to next subscription renewal N/A 1 1.5 1 1.5
Professional Services Hours Included on Annual Plans (Per Year) no carryover to next subscription renewal N/A 12 18 12 18
Who opens and manages the ticket N/A Customer Customer Reseller Reseller
Number of Administrators (emails) who can opened premium/advanced tickets 2 2 4 2 4
Number of IaaS Tenants covered (for Partner Packages Only) Each Tenant includes 2 VMs N/A N/A N/A 2 2
Number of IaaS VMs covered (for End-Customer and Partner Packages) all 2 2 N/A N/A
Support Usage Reporting (through portal) Yes (historical overview) Yes (hour utilization status) Yes (hour utilization status) Yes (hour utilization status) Yes (hour utilization status)
Ticket status notifications Email Email Email Email Email
Access to ticket SLA performance counter No Yes Yes Yes Yes
Means of communication:
1. Support portal, email
2 .Support portal ONLY for incidents		 Yes Yes Yes Yes Yes
Ability to purchase additional hour packages (Technical Services) No Yes Yes Yes Yes
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Remember, when the support hours provided by the plan purchased are consumed, a Technical Services package may be purchased.

The service can be canceled at any time without a refund; it will remain active until the end of the current term.