Case management and routing.
CRM · Customer Engagement · Customer Service
Improve Case Management and Customer Support
Dynamics 365 Customer Service supports customer case management and service operations. DG helps organizations configure service processes, knowledge, workflows and integrations.
Why it matters
Built around the way your business works
The right solution should improve specific business processes while remaining maintainable, secure and aligned with organizational goals.
Capabilities & scope
What Customer Service can cover
Knowledge and customer service workflows.
Service reporting and connected customer information.
Our approach
How Dynamics Generation helps
Map case lifecycles, channels, service rules and escalation needs before configuration and rollout.
- 01
Discover
Understand business priorities, current systems and the people involved.
- 02
Assess
Determine where standard product capabilities fit and where gaps exist.
- 03
Design
Define the solution architecture, integrations and a phased roadmap.
- 04
Build
Configure, extend, integrate and migrate according to the agreed scope.
- 05
Validate
Test processes, data and integrations, and prepare users for go-live.
- 06
Support
Stabilize, support adoption and continue improving after go-live.
FAQ
Customer Service — questions answered
Can it connect to our ERP? +
Yes, suitable integration patterns can be assessed for relevant customer and transaction data.
What services does DG provide? +
DG can support discovery, design, implementation, integration, training and post-go-live optimization according to the agreed scope.
Explore more
Explore related pages
Next step
Request a Solution Consultation
Tell us about your business priorities, current systems and intended outcomes. Our team can discuss a suitable next step.