Dynamics 365 CRM Service Module:


Case Creation:
We configured the Dynamics 365 CRM Service module to automate the case creation process. This ensured that customer issues were logged accurately and promptly, reducing response times and improving service quality. The system also allowed for categorization and prioritization of cases, ensuring that critical issues were addressed first.

Incident Management:
The module was tailored to handle incident management efficiently, allowing the beverage company to track, manage, and resolve incidents systematically. This included automated workflows for case escalation, assignment to appropriate teams, and real-time status updates.

Power Automate:
Task Automation: Power Automate was utilized to automate various tasks such as sending email notifications, scheduling follow-up calls, and updating case statuses. This automation reduced manual effort and ensured that critical tasks were completed without delays.

Power Pages:
Enhanced User Experience: We used Power Pages to enhance the user experience by creating intuitive and user-friendly self-service portals. These portals allowed customers to log cases, track their status, and access relevant information, improving their overall experience.

Power Virtual Agents:
Chatbots and Copilot: We implemented Power Virtual Agents to create intelligent chatbots that provided instant support to customers. These chatbots could handle common queries, guide users through troubleshooting steps, and escalate complex issues to human agents when necessary.

Model-Driven and Canvas Apps:
Mobile and Web Applications: We developed both model-driven and canvas apps to provide seamless access to the CRM system on mobile and web platforms. These applications enabled the company’s staff to manage cases and incidents on the go, ensuring that they could provide timely support to customers.

Data Handling and Analysis
Power BI:Data Visualization and Analysis: By integrating Power BI with Dynamics 365, we enabled advanced data visualization and reporting capabilities. This allowed the beverage company to gain valuable insights from their service data, helping them make informed decisions and improve their service strategies.