By submitting this form, you are agreeing to Folio3's Privacy Policy and Terms of Service.

    Get a free Consultation

    The article will give you both an overview and a comprehensive view of the Dynamics 365 service management. You will be taken through the benefits, case management, and more to see how it will help your business precisely.

    Customer service management is one of the most crucial aspects of running a successful business. Customers are, after all, the fuel that drives your business to operate. Unsatisfied clients will almost certainly reduce your company’s sales and business, much like low-quality fuel might harm an engine.

    A wise one has once said, “A satisfied customer may tell a friend, but a dissatisfied customer will tell the world.”

    This is where Dynamics 365 service management comes in to save the day for your company. Dynamics 365’s Support Module helps you to organize and record customer service activities in the business. 

    Overview: Dynamics 365 Service Management

    Build service contracts and service subscription services, manage support requests and customer complaints, and manage and analyze service delivery to customers using Dynamics 365 service management. Service agreements can be used to outline the resources used for a standard service visit. Service agreements can also be used to see what those resources are billed to the consumer. A service request agreement can also be included in a service agreement, which establishes standard response times and provides tools to track actual response times.

    You can use service orders to keep track of information on scheduled and unscheduled appointments to a customer’s location by a service technician. Information on service orders includes the following:

    • The number of hours the service expert will work
    • What kind of maintenance or repair are you looking for?
    • The thing that needs immediate attention, as well as information on the symptoms and diagnosis.
    • Any costs and fees incurred as a result of the maintenance or repair

    Service requests can be received, processed, and dispatched. After you’ve established a service request, you can utilize service stages to track progress and set restrictions for which activities are available in each step. When a service order is finished, you can sign off on it to confirm that it is finished, and then post it to begin the billing process.

    Analyze service order profitability and subscription transactions with the reporting tools, and print job descriptions and receipts.

    The Benefits You Get With Dynamics 365 Service Management

    There is a lot to discuss regarding Dynamics 365 Service Management; however, we have compiled a list of benefits to narrow down your chances of getting lost in an overly researched article.

    • Cases are used to track client issues.
    • Automated case referrals based on a variety of parameters, including the type of customer, industry, and product category.
    • With customised views and dashboards, you can efficiently handle situations by individual or team.
    • In the knowledge base, share information.
    • Make queues and assign cases to the appropriate channels.
    • Service level agreements are used to establish and analyze service levels (SLAs).
    • Using entitlements, define service terms.
    • Reports and dashboards can help you manage your performance and productivity.
    • Make services and schedule them.

    What Dynamics 365 Service Management Is At A Glance


    Tasks Performed Basic Pages Famous Reports
    Fulfil Service Agreements Service Agreements Service Order Margin
    Handle Customer Inquiries Service Orders Work Description
    Dispatch Board Transaction Subscription
    Fee Transactions Subscription 

    Case Management of Dynamics 365 Service Management

    Cases are incident-based services that Microsoft Dynamics 365 service management is meant to enable. A knowledge base is also included in Dynamics 365, which may be used to record instructions, answer customer queries, and troubleshoot information from previous events for future usage. New issues are tracked for better support over the incidents under the customer contact or account record, allowing you to see both current and previous issues for that record.

    Agents can anticipate demands and personalize every engagement with a 360-degree picture of each customer’s journey.

    Having a more linked picture across the firm can also promote collaboration amongst the customer care teams. Your staff will have a complete picture of the support history, helping them to make smarter decisions and build stronger customer relationships.

    Contracts Microsoft Dynamics CRM can also track your resources, such as times and supplies. Consider using Microsoft Dynamics 365 service management as a multi-functional tool that incorporates resources from various Microsoft Dynamics CRM users, organizations, facilities, and equipment.

    Time and supply of available materials might be taken into account in your service activities. When you utilize Microsoft Dynamics CRM, you’ll never run out of inventory or be overbooked.

    • Scheduling

    Use Microsoft Dynamics CRM’s built-in calendar capabilities while managing various resources. Within the service activity, scheduling or arranging a time for something like a resource or piece of equipment is simple.

    With higher levels of both service schedules and resource availability, you can efficiently schedule and organize your team. To account for vacations or schedule changes, you can manage user work hours. Make it simple for your customer care employees to manage and manage expectations among the clients by providing clarity across departments.

    • Business Analytics & Intelligence

    By utilizing out-of-the-box service reporting, you may track and measure the efficiency and effectiveness of your service department. With customizable, built-in real-time dashboards, you can easily manage your data. Evaluate your data for the personal, group, business entity, and organization effectiveness.

    Integration Of Dynamics 365 Service Management 

    The following modules can be used to integrate Dynamics 365 service management:

    • A look at sales and marketing 
    • A look at human resources

    Wrapping It Up!

    These are just a few of the customer service properties that make Dynamics 365 service management so useful! To learn more about how Dynamic Consultants Group and Dynamics 365 may help you improve your bottom line and develop your business, contact us at Team Folio3.

    A leading company that has been helping its clients for almost 3 decades in the field. Our business management experts and professionals are the best of the breed in the marketplace at the moment, you will not get disappointed with us.