In Spring 2014 Microsoft made several enhancements to the Dynamics 365 customer service management application including setting first and second (Service Level Agreements) SLAs. This new functionality also included defining support availability and holidays for customer service teams when those people are not able to provide support. Using the customer service schedules and holiday schedule in Dynamics 365 for customer service means you can have more control to resource your support desk and manage SLAs more effectively for both the business and importantly your clients.
The customer service schedule is available in the customer service hub in Dynamics 365.
The first step is to create a customer service schedule. This determines the business hours for each day in a week.
To track the SLA’s using these functions a holiday schedule must be added to the customer service schedule and attached to the record to function.
In the customer service scheduler, you can set up:
- Schedules for each day of the week
- Work hours for those days
- Variables by day
- Up to 24 / 7 support scheduling.
Once the customer service schedule is set up then you can create a holiday schedule. Setting up the holiday schedule means that if a client creates a new support ticket on the holiday day, the SLA is not affected by the leave that is agreed upon. This works particularly well for public holidays.
If a support agent is responsible for a ticket if the holiday is set in the system that agent will be scheduled for the next available time to work on it, and clients can be communicated with and expectations set to ensure they are aware.
If you would like to know more about the Customer Service Schedule and Holiday Schedule in Dynamics 365 for Customer Service, please contact your account manager. Synergy Technology is able to help set this up and provide support for you.
More great functions in Dynamics 365 Customer Service Hub
Artificial intelligence in Dynamics 365 has had a great investment from Microsoft for some years now and making the data meaningful and actionable has been given a key focus. What’s the point of having static data that needs to be mined especially when you may need to act quickly? Using Dynamics 365 for Customer Service has insights to provide you with the flexibility to manage your business and optimise it. Here are just a couple of examples you could enjoy in Dynamics 365 for customer service:
Microsoft Dynamics 365 Customer Service helps you make decisions using insights and data analytics. For example, if there is a rise in support cases the solution will alert the management team with insights to drive action. In this scenario, if there is a larger than usual number of support calls the artificial intelligence in the system will alert the manager allowing them to allocate more resources based on both issues and matching the right people identifying who has the right skills.
Looking at closed resolved tickets will show those users who managed those calls well and again this offers another opportunity insight point so that if the same users need more training it drives that opportunity.
Using artificial intelligence data (insights) in Dynamics 365 for customer service means you can take action on the events happening in your business to improve customer satisfaction and user satisfaction helping all with resource peaks and communication.
If you are using Dynamics 365 for Sales and want to find out more about Dynamics 365 for customer service contact us today.
If you are new to Dynamics 365 and want to use the customer service hub call us for a discovery meeting.