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Microsoft Dynamics 365 Omnichannel



Contact Management, Marketing Automation, Customer Service and Support, Reporting and Analytics, Workflow Automation, Integrations and Data Management, Contact center, Product, Digitalisation & Technology
Contact Management
Customer Profiles, Interaction History
Customer Profiles
Basic Information
Interaction History
Notes and comments on customer conversations
Communication channels
Marketing Automation
Email Marketing
Email Marketing
Automated follow-up emails
Email tracking and analytics
Customer Service and Support
Ticket Management, Self-Service Support, Complaint Management
Ticket Management
Recording and tracking customer queries and issues
Ticket prioritization and escalation
Solution history and notes
Self-Service Support
Knowledge base with frequently asked questions
Online forums and communities
Chatbots and virtual assistants
Complaint Management
Complaint registration and follow-up
Escalation procedures
Customer satisfaction surveys
Reporting and Analytics
Performance Reports, Data Analysis
Performance Reports
Customer Satisfaction Surveys
Data Analysis
Trend analysis and predictive models
Data visualization and dashboards
Workflow Automation
Task and Calendar Management, Process Automation
Task and Calendar Management
Task and Calendar Management
Calendar integration and scheduling
Automated notifications and reminders
Process Automation
Workflow design and automation
Automated actions and triggers (sequences)
Approval workflows and process streamlining
Integrations and Data Management
Email Integration, System Integrations & Addons, Customization
Email Integration
Email client synchronization
Email tracking and archiving
Email templates and personalization
System Integrations & Addons
Document Management
Customized properties
Labels, tags and categories
Team Management
Contact center
Conversation Routing
Content creation
Content creation
FAQ/ Helpcenter
Digitalisation & Technology
Technology - Basics
Technology - Basics
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