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CRM

How to build a modern field service organization

Field service organizations have traditionally operated under the break-fix modelthat is, responding to a device failure after the customer reports an issue. This operating model has grown antiquated due to rising costs and inefficiencies in labor and operations. It...

Streamline sales actions with Dynamics 365 sales accelerator

The sales accelerator in Dynamics 365 provides a tailored experience for sellers by minimizing the time spent searching for the best next customer to reach out to. It's a workspace optimized with AI and suggested activities that guide sellers...

The future of customer engagement is bright with Microsoft and Nuance

This post is co-authored by Tony Lorentzen, Senior Vice President and General Manager Intelligent Engagement, Nuance.Since Microsoft and Nuance joined forces earlier this year, both teams have been clear about our commitment to putting our customers first. Microsoft and...

Enrich customer insights with affinity levels and share of voice

Enriched profiles in Microsoft Dynamics 365 Customer Insights help you understand your customers' brand and interest affinities so that you can provide the hyper-personalized experiences across touchpoints that today's customers seek. Brand and interest affinity insights are based on...

Improve CSAT by connecting customers to agents using automatic assignment in unified routing

Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as agents and management. A common customer pain point is waiting for a long time to reach an agent,...

Dynamics 365 Sales release wave 1: Simplifying the things that matter

Selling isn't easy. If you were to take five minutes to ask a salesperson what makes selling so challenging, you'd quickly find that you don't have nearly enough time to cover it all.One thing is constant for sellerstime is...

3 ways to turn your field service operation into a revenue-generating machine

For decades, companies have relied on skilled technicians to repair equipment and engage with customers in the field. While these technicians were often the only representation that the customer would see, their skills, processes, and systems were seldom seen...

Knowledge search enhancements improve agent productivity and customer satisfaction

A comprehensive knowledge base that helps customer service reps and customers find answers to the most common issues quickly is key to improving agent productivity and increasing customer satisfaction. Dynamics 365 Customer Service 2022 release wave 1 introduces Dataverse...

Workstream fallback queues ensure no customer goes unattended

Imagine your eagerly awaited brand-new speakers finally arriveand they don't work. The first thing you do is call customer support, expecting a quick response. You hear crickets instead. How likely are you to buy from that company again? According...

2022 release wave 1 brings true mobility to field service management

The pandemic has greatly influenced the way we work. For many of us, the option to work from home was a relatively smooth transition. Video calls, instant messaging, and other digital tools filled the colleague collaboration gapreplacing in-person meetings...
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Latest News

5 Benefits of In-App Notifications for Microsoft Dynamics 365 CRM users

For a successful sales process, you need to stay up-to-date with crucial sales information like deal closures, opportunities won,...
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