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Dynamics 365 Customer Service Insights

What is Dynamics 365 customer service insights?

Dynamics 365 Customer Service Insights is a notable add-on in Microsoft Dynamics 365. It uses the customer service system of businesses to provide actionable insights on performances, operational data, and emerging trends.

It features built-in dashboards, interactive charts, and visual filters to provide a holistic view of customer support operations data collated from all channels while highlighting areas for improvement. Businesses can use this information to swiftly evaluate and respond to KPIs and augment customers’ connection with the brand.

Dynamics 365 Customer Service Insights

How does Dynamics 365 Customer Service Insights work?

D365 Customer Service Insights leverages AI to group business cases into topics. This helps businesses to discover and adapt to prevalent and emerging trends, improve brand sentiment, and recognize problem areas.

Businesses can use this information to proactively fix issues before their customers feel their impact, resulting in augmented customer experiences.

Customer Service Insights provides AI-driven insights that can become the backbone of informed decisions about improving resolution rates, reducing wait times, and decreasing customer service costs.

It also enables businesses to evaluate the performances of their agent and the impact of their brand on customers, and address inefficiencies in the business ecosystem through use case resolution insights, backlog trends, and historical comparisons.

Dynamics 365 Customer Service Insights Features

Dynamics 365 Customer Service Insights leverages AI to influence customer service operations that enable brands to take their customer service to the next level. A comprehensive view of customers and business performance makes it easy for brands to overcome pertaining challenges and stay ahead of their competitors.

Its key functionalities include:

  • Complete understanding of customer satisfaction score (CSAT) drivers
  • Automatically group related support cases into ‘topics’- with dashboards helping in identifying problem areas, improving resolution rates, and adapting to emerging and prevalent trends
  • Highlight improvement areas that allow business managers to assess and acknowledge KPIs and CSAT levels for impact on the brands’ value
  • Provide customer engagement patterns, agent performance, and customer service operations on dashboards powered by AI, ML, and Business Intelligence capabilities

Dynamics 365 Customer Service Insights Benefits

Improve Customer Satisfaction

Being aware of emerging issues enables business managers to take proactive measures to resolve them before they impact more customers. Add to it, the understanding of CSAT drivers and the use of AI insights to introduce changes and improvements, and brands can work on improving customer satisfaction.

Increase Operational Efficiency

A 360-degree view of the customer service department, including historical comparison, case resolution insights, and backlog trends enable managers to assess the performance of agents and the overall service impact on the business. They can even monitor the volume and nature of the cases to optimize productivity, improve support services, and increase operational efficiency.

Comprehensive Visibility

Customer Service Insights provides AI-powered dashboards to help businesses get a comprehensive view of customer engagement patterns, performance, and operations via interactive charts and filters.

Final Words

Businesses can access Dynamics 365 Customer Service Insights either through the standalone app or Dynamics 365 Customer Service Hub.

The critical insights provided by the add-on can prove to be a game-changer for any brand and help them climb the ladder to the next level. We at Dynamics Square can help you seamlessly configure and integrate D365 Customer Service Insights with your business functions.

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Why Dynamics Square?

We are a leading Microsoft Dynamics 365 partner in the USA helping organisations to streamline their business processes through Microsoft Business Applications.


Years of Expertise

Our years of expertise helps us to align ourselves with our customer’s business needs, expectations with Microsoft Business Solutions.

In-depth Knowledge

Our in-depth knowledge of products, technology, and Industry helps us to design the solution that align with our customer’s business needs.

Subject Matter Experts

Our highly experienced team of Professionals having the collective experience of over hundreds of successful Project implementations.

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