Customer Service

  • Sarah Critchley


Dynamics 365 CE includes a Customer Service app that includes a range of functionality designed to give you the core capability to deliver an omni-channel customer-service experience. Omni-channel experiences have progressed from the ability to simply deliver multi-channel experiences, which allow organizations to deliver their messages across more than one channel, such as social media and their website. Omni-channel customer service allows organizations to manage when a customer switches channel , they can retain the context of the customer's enquiry and gives the capability to be able to transfer that from one channel to another seamlessly.


Knowledge Article Microsoft Portable Business Process Flow Token Queue Routing Rules 
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Copyright information

© Sarah Critchley 2018

Authors and Affiliations

  • Sarah Critchley
    • 1
  1. 1.Cambridge, CambridgeshireUK

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