Customers are happy when they can get their problems solved quickly, efficiently, and at any time of the day. Dynamics 365 for Customer Engagement helps with these problems by providing analytics and reporting through apps, dashboards, and Power BI (business intelligence) that gives a complete picture of information that pertains to the business. Faster and better decisions are made with this built-in intelligence as users are able to grasp this information faster and wherever they need it.

An easy way to have these problems solved efficiently is to manage goals and metrics. With managing goals by KPI’s, there is an incentive for employees to improve their performance. Already created KPI’s as well as the option of custom KPI’s are available during the Gamification set up process. The analytics of the KPI’s can be seen in the dashboards created by Dynamics 365 to tell the admin real time information of how fast their employees are solving problems and what problems they are typically solving. These analytics can be filtered so employers can see specifically what they want and then make decisions based on this data.

Another analytics solution provided by Dynamics 365 is the Power BI application. It is known for providing an automatic refresh for displayed data that is provided by the Customer engagement apps. This information is turned into models, reports, and connections that are able to be shared while also being continuously edited. Power BI digs into the data and tries to help the company understand where they should further invest based on the information given. Dynamics has made it simple to craft the information given which leaves more time for employees to analyze the data and improve based off of what is given.

Because of all of the information and tools that are provided by Dynamics 365 for Customer Engagement, employees are able to analyze and report problems more efficiently which leads to quicker and more effective solutions. Your customer service team is able to be more productive by integrating tools like Outlook, SharePoint, and Excel that have a native integration and has the ability to create self-serve reports.