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Published in:
2020 | OriginalPaper | Chapter
3. Customer Service
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Abstract
Dynamics 365 CE includes a Customer Service app that has a range of functionality designed to give you the core capability to deliver an omni-channel customer service experience. Omni-channel experiences have progressed from the ability to simply deliver multichannel experiences, which allow organizations to deliver their messages across more than one channel, such as social media and their website. Omni-channel customer service allows organizations to retain the context of the customer’s inquiry when a customer switches channel and gives the capability to be able to transfer that from one channel to another seamlessly.