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Efficient Customer Support as a Team: The Synergy of Teams Integration and Swarming in Dynamics 365 Customer Service

04. July 2023

Nikolaus Matejka

In today's competitive landscape, providing top-notch customer service is crucial for attracting customers and building long-term relationships. With Microsoft Dynamics 365 Customer Service, Microsoft has created a solution that takes your customer service to the next level. However, there are simple methods to further connect your team and create optimized collaborative workflows!

And here's the key point: The team is at the forefront!

„Especially in projects related to Dynamics 365 Customer Service, the need has repeatedly arisen in the past to communicate with experts without direct Dynamics access regarding specific service cases. With Teams integration and specifically Swarming, Microsoft has created an ideal solution."

HERmann HofBauer

Senior Consultant & Project Manager

An effective method to improve your customer service is to integrate Microsoft Teams into your Customer Service application and implement Swarming. Integrating Microsoft Teams into your Dynamics Customer Service environment enables streamlined and easy collaboration among different employees working on a customer issue, resulting in not only satisfied customers but also satisfied employees.

What does Teams Integration for Dynamics 365 entail?

The integration of Microsoft Teams into Microsoft Dynamics 365 Customer Service enables the collaboration of teams or individuals from different domains who work together to resolve customer service inquiries.

And the best part: Teams can seamlessly integrate not only with Dynamics 365 Customer Service but also with all other Microsoft Dynamics business applications in the Customer Engagement area, such as MS Dynamics 365 Sales, MS Dynamics 365 Marketing, or even MS Dynamics 365 Project Operations.

Integrating these different Microsoft applications allows direct access to Teams features within Dynamics and vice versa. The integration creates a collaborative work experience involving your chats, audio and video conferences, file sharing, and notifications, thereby increasing your team's efficiency and enhancing customer satisfaction.

Teams Chat in Dynamics 365

With the integration of Microsoft Teams, chat messages can be opened and answered directly within Dynamics without leaving the system. Furthermore, a chat can be initiated directly from a record or view in Dynamics, enabling the sharing of important information and direct communication.

Linking Dynamics 365 Record with Teams Channel

Not only can important information be easily shared with a team via chat, but a Dynamics record can also be added as a tab in a channel through linking with a channel in Teams. This allows you to not only access all information in Teams but also edit and save the new information in the same step. The data is automatically synchronized with Dynamics without having to leave Teams.

Integrating Dynamics 365 and Teams Meetings

The integration also simplifies meeting planning and participation. Plan meetings wherever you are in your workflow, whether in Teams or Dynamics. For example, you can directly participate in a meeting from your Dynamics 365 system.

Similarly, Teams calls can be answered directly from Dynamics and automatically recorded and saved in the timeline of the corresponding record.

And what exactly does Swarming mean?

Swarming, also known as team swarm intelligence, involves an approach where multiple team members focus on a customer service inquiry and collaboratively work to find the best possible solution. With the help of Swarming, you can involve experts with specific knowledge and combine the collective knowledge of your team!

All you have to do is define in your system which employees of your organization have which qualifications and Dynamics Customer Service automatically recognizes the suitable employees to support a specific request and invites them to a joint team chat with all essential information. We are happy to help you with the set-up!

And the best part: These experts don't even need a Dynamics 365 license, as they receive all the necessary information directly in Teams.

Some benefits of Teams Integration and Swarming for your customer service:

Faster problem-solving: By integrating different teams, you can access a broader range of skills and expertise. When multiple team members work on a problem simultaneously, solutions can be found more quickly.
Improved customer satisfaction: By integrating and collaborating in Teams, you can ensure a seamless customer experience. Customers are not bounced around between different departments but receive a comprehensive and efficient solution from a single source.
Efficient resource utilization: By sharing resources and expertise, you can optimize the workload of your employees and avoid bottlenecks in individual teams. This leads to efficient resource utilization, allowing you to respond flexibly to customer inquiries.
Facilitation of knowledge transfer: Collaborating with different teams creates an environment for knowledge transfer and collective learning. Employees can learn from each other and expand their knowledge, resulting in continuous improvement of customer service.

MS Dynamics CRM

31. July 2023

Nikolaus Matejka

Dynamics 365 Release-Wave-2/2023

MS Dynamics CRM

Products

04. July 2023

Nikolaus Matejka