Description

Dynamics 365 Customer Service Professional is a streamlined customer support solution designed to help businesses deliver fast, personalized, and efficient customer service across channels. It includes core customer service capabilities to empower agents and improve case resolution.

Key Features:

• Case Management:
  Track, manage, and resolve customer issues through a unified case lifecycle.
• Knowledge Base:
  Create and share articles to help agents resolve issues faster and enable self-service for customers.
• Service Level Agreements (SLAs):
  Monitor and manage service commitments with time-based tracking.
• Omnichannel Engagement (limited):
  Provide email and basic chat support for consistent customer interaction.
• Customer Insights:
  Gain insights into service performance, customer satisfaction, and agent productivity.
• Automation with Workflows:
  Use predefined rules to route cases, escalate issues, or trigger actions.
• Dashboards & Reports:
  Visualize performance metrics, trends, and KPIs using real-time dashboards.

Licensing & Intended Use:

• Target Users:
  Organizations looking for a cost-effective solution for handling customer service cases.
• License Type:
  Per user, per month (Professional license).
• Limitations Compared to Enterprise:
• No advanced analytics or AI suggestions
• Limited customization
• No access to add-ons like Omnichannel for Customer Service or Customer Voice

Ideal For:

• Small to mid-sized businesses
• Organizations with basic support operations
• Teams that need a quick, scalable solution for handling cases