World-class customer experiences start with your people. Microsoft Dynamics® CRM business software arms your customer service professionals with a customer service and support solution that combines the power of productivity with ease of use. Users can take advantage of a wealth of features like case management, workflows, dashboards, and knowledge management right within the Microsoft® Outlook® client so they can work in a way that is natural and personal to deliver consistent, fast, and efficient service.

Service Scheduling:

Manage field service appointments, facilities, and resources with the powerful unified service scheduling feature.

Purchase History:

Track product purchasing history, contracts, and key renewal dates so agents can take proactive action and offer relevant services or products.

Insightful Service Analytics:

Deepen insight with out-of-the box or configurable dashboards, drill-down analysis, and inline data visualization capabilities.

Service Queue Management:

Build queues against any entity, user, or team and streamline work state management for improved efficiency.

Service Record Auditing:

Improve visibility into service and support activities and effectively meet service level agreements (SLAs) with system-wide auditing.

Guided Service Processes:

Streamline case resolution and escalations with guided dialogs, automated processes, and conditional formatting rules.

Service Goal Management:

Instantly track service goals, such as first call resolution, average call time, and more with comprehensive goal management capabilities.