Dynamics 365 for Customer Service: Digital Transformation Road Map for Customer Service with Dynamics 365. Drive digital transformation with a new approach to customer relationship management (CRM) solutions for a comprehensive view of your customers.

1. Crest
Business Solutions

2. Agenda
AGENDA
Dynamics Digital Roadmap for Customer Service
- Current Approach
- Solution on Dynamics
- Dynamics for Customer Service
- Digital Roadmap
- Omnichannel
- Agent Experience
- Knowledge
- Service Intelligence
- Roadmap to Digital Transformation

3. Help Desk
Telephone
Chat
Social
Website
Upsell / Cross sell
Digital Roadmap for Customer Service
Drive digital transformation with a
new approach to customer
relationship management (CRM)
solutions for a comprehensive view
of your customers
…….and aligning Dynamics
CRM to support Customer’s Experience
Putting Customer Experience in
the Centre of Business ……

4. Traditional / Current Way
to Work in Silos
Call Center Agents and
Management and
Supporting Technologies
Customer
Data
Silo Data
Visualizations
CRM / Member
Systems
CTI Systems

5. Solution with Dynamics
for Customer Service
Call Center Agents and
Management and
Supporting Technologies
Customer
Data
Visualizations/Actions
AUTOMATE ENGAGE TRANSFORM
• Faster Response time to issue resolution
• Consolidated data for analytics and reporting
• Improved agent/customer experience
• Faster access to data and information
• One Screen View for Agents
• Single Sign On
• Centralization of all information
• ….. Lot more
Reduce Digital Silo’s

7. Dynamics for Customer Service
• Omni-channel customer engagement: To
enable customers to engage with your
company on their terms—through any channel
and on any device.
• Agent experience: To empower your agents to
personalize every interaction and deliver
optimal outcomes.
• Knowledge management: To improve agent
productivity and reduce customer effort by
taking advantage of knowledge.
• Service Intelligence: To use insights and AI-
driven actions to streamline operational
efficiencies and improve support outcomes.

8. Dynamics for Customer Service enables firms to offer world class customer service that in turn drives
loyalty and more business. It provides a unified customer relationship management(CRM) platform
that makes information available across engagements so agents offer the consistency and
personalization that customers expect. There is a customer self-service portal with a searchable
knowledge base and an online community space where peers respond. In addition, the data analytics
in Customer Service enables predictive and proactive customer service.

9. Omni Channel
• Complete 360-degree view of the customer, including full history of interactions, user
preferences, and relevant customer information from third party applications
• Complete customer information shared across channels and interactions to ensure consistent
experiences, regardless of the number or variety of channels leveraged over the course of a single
service request, or throughout the customer lifetime
• Real-time insights, SLA timers and entitlements, are presented to the agent so that every
interaction is personalized and contextual
• Machine learning scenarios detect social post sentiment and intent, and automatically create and
route as cases
• Create more personal experiences with chat and co-browse
• Drag-and-drop survey designer, theme editor and rich design logic makes it easy to create
personalized surveys with multiple delivery mechanisms
• CTI framework with several integrations and adapters currently in market
Enable end-to-end service engagements across channels on any device. A unified platform
ensures context and consistency, delivering personalized service with minimal customer effort.

10. Agent Enablement
• A dynamic interface optimized to drive the next best action contextually serves up tools, guidance and data
to agents throughout the interaction, including information or assets from third party applications
• Topic analysis and machine learning scenarios surface relevant knowledge articles and related cases to help
agents solve cases faster and improve first time resolution rates
• Boost productivity with business processes and workflow, integrated knowledge, SLAs, agent scripting,
entitlements and recommendations
• Speed resolution and avoid escalations by using collaboration tools to connect agents with peers and subject
matter experts across internal and external teams
• Provide context sensitive guidance to help new users navigate the application and perform tasks specific to
their role
• Reward optimal behaviors with gamification to improve performance and increase productivity
• Take service directly to the customer any time it cannot be managed through other channels; a single
platform for customer and field service spans case management through to work order completion
Empower your agents with a single, unified experience on their desktop or mobile device. Agents can
access every source of information they need across diverse environments to provide a more
personalized, effective standard of service

11. Knowledge
• Quick Create functionality lets SMEs and agents create content on the fly, which is then routed
into the approval workflow
• Build your knowledgebase with community sourced knowledge enrichment scenarios
• Use rich media, such as images and videos, to increase first time resolution rate
• Articles can be scheduled for periodic review or expiration to ensure content is always current
• Improve search and discoverability by associating knowledge articles with products, customer
entitlements and other customer or account data
• Knowledge articles are optimized for mobile devices, and end users can provide feedback by
rating content
• Knowledge analytics drives article efficiency and identifies potential areas for adjustments and
augmentation
Unified knowledge provides a single source of truth across channels and LOBs. Knowledgebase
administrators can capture and create content from multiple sources, and an approval workflow
ensures accuracy and mitigates risk.

12. Service Intelligence
• Role-tailored dashboards present real-time and historical data through a visual user interface
• Drill into data via interactive charts, and include data from third party applications for deeper
business insights, analysis and exploration
• Use natural language capabilities to instantly render new reports and visualizations
• Use service intelligence to identify cross-sell/up-sell opportunities, explore what-if scenarios,
improve service metrics and performance and identify best practices
• Report on custom KPIs and metrics tuned specifically to your business
Relevant data empowers every role in the organization to have a positive impact on business outcomes.
Insights are displayed through interactive dashboards with powerful data visualization capabilities. Our
solution empowers organizations with the information they need to provide proactive care, and to predict
and preempt the need for service.

14. The Roadmap to Digital
Transformation
For most businesses the first
focus will be the customer.
Effectively to generate new
sources of revenue, companies
need to reimagine customer
experience along there value
chain. As they reinvent, how to
connect and engage with
customers in new ways, an
organization will also need to
transform how it empowers
employees.
Empowered employees will help
drive optimized operations and
processes and leads companies to
transform products and services.

15. Rethinking customer engagement

17. Rethinking Empower Employees

19. Rethinking Optimize Operations

21. Rethinking Transform Products

23. Thanks
CREST BUSINESS SOLUTIONS SDN BHD
B-3-01(b), CoPlace 1 Cyberjaya,2270 Jalan
Usahawan 2,Cyber 6, 63000
Cyberjaya,Selangor Darul Ehsan.
www.crestsolution.com.my