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Service is an operations problem, not only a support one
When a customer asks where their order is, the answer lives in the ERP, not in the help desk. Support teams that cannot see orders, shipments and credit notes spend their day forwarding emails to the warehouse and to finance, and the customer waits for all of it.
Dynamics 365 Customer Service shares Microsoft's data platform with Sales and connects to Business Central, so the agent sees the same account, the same orders and the same invoices the rest of the business sees. Our job is to set that up so the right information is on the first screen, and to design routing and service levels that match your promises to customers.
What we configure
Cases and queues
Email, web form and phone cases land in queues by product, region or customer tier, with automatic assignment and escalation.
Service levels
First-response and resolution targets per customer type, timers on every case and warnings before a target is missed.
Order visibility
Open orders, shipments, invoices and returns from Business Central shown on the case, so agents answer without leaving the screen.
Knowledge base
Articles agents can search from the case and publish to a customer portal, so common questions are answered before they are asked.
Entitlements
Support contracts and warranties recorded against the customer, so agents know what is covered before they commit.
Reporting
Volumes, response times, backlog and first-contact resolution by team, in dashboards and Power BI.
How we roll it out
- 1
Map the case journey
From first contact to closure, including the hand-offs to warehouse and finance that slow resolution today.
- 2
Design routing and SLAs
Queues, rules and targets agreed with the service manager and written down.
- 3
Build and connect
Configuration in a sandbox, the ERP connection for order data, and email channels switched on in test.
- 4
Pilot with one team
A small group runs live cases for two weeks while we tune forms and rules.
- 5
Roll out and review
The remaining teams move across, followed by a service-level review after the first month.
Customer Service questions
Can we handle chat and phone as well as email?
Yes. Microsoft offers chat and voice channels that feed the same case record, licensed separately. Many companies start with email and web forms and add live channels later.
Does it replace our shared inbox?
Yes. Messages to your support address become cases automatically, with the thread kept on the case, so nothing is lost when someone is away.
Can customers log cases themselves?
A customer portal built on Power Pages lets customers raise and track cases and read knowledge articles, using the same data your agents see.
Talk to us about your project.
Tell us what you run today and what has to change. A senior consultant replies with a written next step.