Microsoft Dynamics 365 Customer Service
Give your service team more time to help customers
Your team already uses Microsoft Dynamics 365 Customer Service, but handling a case still takes too many steps. Mason Pete helps improve the setup around the people doing the work, including conversations across channels.
Too much work around each case?
Cases keep moving between people
Questions arrive in a shared queue, but someone still has to work out who should take them.
The same information is collected again
Employees search through earlier messages or ask customers to repeat details.
Conversations are hard to follow
The team switches between channels and loses track of the next action.
How Mason Pete helps
We start with the work your team needs to do, then review the configuration you already have.
Make ownership clear
Review your queues, case categories and routing rules so work reaches the people who can handle it.
Put useful information in reach
Improve case forms, views and access to knowledge so employees can find the context they need.
Review omnichannel working
Look at how conversations enter your current setup, move between people and connect to the case.
General example
A question should reach the right person with its context
A service team receives billing questions through several channels. Employees manually forward them, look up earlier messages and write similar replies each time.
What we could change
We could review case categories and queues, configure appropriate routing and organise useful knowledge articles. The team would test a normal enquiry, a handover and a question that needs a specialist.
What we would check with the team
Check whether employees can see who owns the case, find the previous conversation and complete the next action without repeating unnecessary work.
What we do together
You work directly with Peter Beentjes. He brings business, technical and commercial understanding to the choices you need to make.
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1. Understand the current work
Walk through everyday tasks with employees and review the existing configuration. Agree which problem matters most.
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2. Use standard Microsoft functionality first
Check the capabilities available in your current setup and licences. Prefer configuration that your organisation can understand and manage.
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3. Configure and test the change
Agree the change, test it in an appropriate environment and work through normal tasks and exceptions with your team before release.
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4. Explain and hand over
Document the changes and the reasons behind them. Help employees use the setup and give its owners the information they need to maintain it.
What you leave with
A reviewed case process, agreed configuration changes, test findings and clear guidance for the people maintaining the setup.
Start with the task that gets in the way
Tell us which application you use, what your team is trying to do and where the current setup makes that difficult. You do not need to know the technical answer.
Urgent Microsoft Dynamics question?
Call Peter on +31 6 24733767 to discuss what is holding up your team. If he cannot answer, use the contact form to explain what you need.