Dynamics 365 Customer Service Professional

Team members can update task status, share documents, and communicate on projects.

Submit timesheets to capture project and non-project time spent for payroll, invoicing, and other business purposes.

Share files securely inside or outside your organization and control who can see and edit each file.

Advanced data-loss prevention to identify, monitor, and protect sensitive information

In-Place Holds to preserve deleted and edited documents for eDiscovery

Sync local copies of files or folders for offline viewing and editing on Mac or PC

Automate business processes with alerts and workflows.

Only available for Private Site Collections. A catalog is a library or list that is shared across other sites and site collections.

Only available for Private Site Collections. Category pages and catalog item pages are page layouts that you can use for catalog content that you want to display consistently across your site.

Broadly share and communicate your group's message across the organization with beautiful, dynamic communication sites.

Organize and manage content in libraries and lists with metadata, records management, and retention policies.

Only available for Private Site Collections. Cross-site publishing is a publishing method. It lets you create and maintain content in one or more authoring site collections and publish that content across one or more publishing site collections using Search Web Parts.

Use advanced DLP capabilities to identify, monitor, and protect sensitive information

Find content in electronic format for litigation or audit scenarios

Use In-Place Holds to programmatically preserve content from deletion or edit

Inform and engage your organization with intranets and sites to tell your story, announce your news, share resources, streamline processes, and engage people.

Customize your enterprise search and results with enhanced features to surface resources across Office 365.

Provide a place for your team to organize and collaborate on content, data, and news to stay on the same page.

Create flows from thousands of templates available in the public gallery

Publish flows to the public gallery

Connect to Office 365, Dynamics 365, Azure SQL, and other Microsoft services. Also connect to common cloud-based services like Twitter and WordPress using standard connectors.

Access on-premises data using on-premises data gateway

Create custom connectors to connect to your own systems (per user)

The speed at which we do business, and the number of channels we're using to do it, are both rapidly increasing. Employees and customers have a wide array of choices when it comes to communicating, and social media channels are key components of the customer journey as customers connect with your brand, your employees, and each other.

Common Data Service (CDS) for Apps lets you securely store and manage data that's used by business applications.

Connect to Office 365, Dynamics 365, Azure SQL, and other Microsoft services. Also connect to common cloud-based services like Twitter and WordPress using standard connectors.

Connect to line of business services like Salesforce and Oracle using premium connectors

Create custom connectors to connect to your own systems (per user)

Knowledge articles can address any number of issues your customers encounter while using your organization's product or services. Types of Knowledge articles can include solutions to common issues, product or feature documentation, answers to frequently asked questions (FAQs), product briefs, and more. Use the rich text editor to create knowledge articles, format your content or embed videos and images.

Enable service reps to engage with customers via social media by adding and sharing social profiles and streams.

Portal capabilities for Dynamics 365 brings qualified expertise in web engagement and CMS frameworks with an integrated bundle of web portal solutions that add sophisticated content management, knowledge and case management, opportunity management, membership, profile, and self-service capabilities to Dynamics 365. Use portals to set up an interactive, web-based sales, services, support, and social engagement application platform to engage with communities, manage portal content, and empower your channel partners.

For more information, please refer to Dynamics 365 Licensing Guide

Create and send surveys to your customers to receive their valuable feedback about your products or services. The customers can take your surveys on a phone, tablet, or computer. With Voice of the Customer for Dynamics 365, you create and distribute surveys and store survey responses in Dynamics 365 along with other Dynamics 365 data. You can see your customer's feedback history as you work on a sales prospect (lead) or resolve a service case. When a customer completes a survey, leads can be created automatically based on the feedback.

Unified Service Desk provides a configurable framework for quickly building applications for call centers so that agents can get a unified view of the customer data stored in Dynamics 365. You can aggregate customer information from different areas in Dynamics 365 into an integrated desktop that provides a 360٠ view of the customer interactions. This gives your customer service agents immediate access to business-critical information so they can quickly engage with customers and address queries and issues.

Embedded intelligence is a suite of features which continuously analyze the vast collection of customer-interaction data already stored in your Dynamics 365 and Microsoft Exchange databases, to help you better understand your business relationships, evaluate your activities in relation to previous successes, and choose the best path forward.