Customer Service agents spend a great deal of their day talking to customers, answering questions, and scheduling service visits. I was excited when I learned that Microsoft has released a scheduling feature for the Field Service portal for Microsoft Dynamics 365 CRM solutions (otherwise known as CE) that allows customers to schedule a service visit at a time that works for them, saving your company time and money. I love this feature for booking my own personal appointments, so this is an amazing add-on to Field Service that won’t go unappreciated.
The portal can be accessed from any device and will be presented in the best way possible for the size of your screen. The screenshot below shows the different formats on a tablet and a mobile device:
The portal is quite easy to use. Once the customer is logged in, it identifies them, their company and the products and services that they have access to.
They will (1) select the service product, then (2) their Service Type, (3) the date that is most convenient for them (availabilities shown with the blue circles) and finally (4) the available timeslots on that date.
At the bottom of the screen is an area for the customer to include additional information about the required appointment (5). When ready, the customer just clicks on the Book button (6) and a nearby technician that has the chosen availability on that day will be booked in their work calendar so they know where to be and when.
If the system is configured to auto-send an email confirmation to the customer, as it should, then the customer will get the email in a few minutes with the details of their booking.
It’s now that simple for the customer to serve themselves while reducing the administrative overhead of your customer service department. If you have more questions about Microsoft Dynamics 365 CRM solutions (otherwise known as CE) please contact us.
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