Behind every successful customer experience is a dedicated support team, working tirelessly to resolve issues and enhance systems. Providing exceptional customer support goes beyond fixing issues—it’s about collaboration, transparency and continuous improvement. We spoke with Julie from our Support Team to learn more about her role, the daily challenges the team face and how they help businesses thrive with Dynamics 365.
Can you tell us about your support team role and day-to-day responsibilities to support our customers?
On a typical day, we will manage customer cases as they come into our queue, with a priority level set depending on the impact on our customers business. In many scenarios, we will be able to resolve the cases ourselves. However, we can escalate the case to the most appropriate consultant or developer to help resolve it if necessary. One of our key responsibilities is ensuring that we respond to new cases within a 2-hour window as part of our service level agreement (SLA). Keeping the customer informed throughout the process is essential to us, ensuring they never feel forgotten. We make great efforts to document every step of the process, updating the customer regularly and maintaining full transparency.
Collaboration with consultants and developers is fundamental to the support teams success and we see it as a valuable learning opportunity. This has allowed us to expand our knowledge in areas like Dynamics 365 portals, where we’ve built expertise over time. Every day, I learn new features across the platform from a quick discussion with our consultancy and developer team or by looking up resources, which pays dividends by helping to solve future support cases.
We also maintain comprehensive documentation of common customer-specific issues, which helps streamline future resolutions and avoid taking up unnecessary consultancy time for repetitive questions. This approach allows us to handle similar cases more efficiently and provide faster resolutions to our customers.
What are some of the common challenges businesses face when managing Dynamics 365? (and how does Serversys help overcome these)
In my experience, customers sometimes feel that their system may not always behave exactly as they envisioned it on launch day. Often, it’s a matter of needing small tweaks or additional options, like an extra field or an option set. These requests come in regularly, and we can usually handle them within support without involving outside resources.
Another challenge is that business needs are evolving, and the system must adapt to those changes. We focus on understanding how our customers use Dynamics 365, so we’re not just fixing bugs or errors—we’re part of the process to help evolve the system to meet changing needs. Sometimes, what was initially developed doesn’t align perfectly with how the business operates today. For example, we’ve had cases where entity names caused confusion for users, so we worked closely with the business to make adjustments that improved usability. Being involved in regular discussions with customers helps us identify these issues and make recommendations that lead to system improvements.
Whether it’s adjusting business flows or improving user training, we aim to see the bigger picture, ensuring the system works smoothly for their unique requirements. By maintaining close relationships and understanding how customers use their systems daily we’re able to provide proactive support and even offer suggestions to optimise their processes.
Storage is often a concern. What tips do you have for effectively managing and optimising Dataverse?
I always recommend looking at how Copilot is using Dataverse storage. The utility of AI can be compelling for businesses trying to streamline processes, but we have experience of it using a lot of data. I would suggest only turning on Copilot enhancements that your business needs.
Additionally, I would also consider clearing the transcript from queries sent to Copilot, as it uses this for training the model and takes up storage space. We have performed this task for customers by clearing the transcript after a set period of time.
Generally speaking, storage management is a business decision about how much data you need to keep. You can control how long they want to keep emails and attachments in the system and we offer advice tailored to the customer on storage policies.
When customers face an urgent issue, what steps do you take to quickly and efficiently resolve their problems?
If a case arrives that needs immediate intervention, as team leader I will personally take ownership of it. They will be given the status of the highest priority and I will respond to the customer to outline what steps are being taken. As soon as I have any updates on the case status, I will respond to them with complete transparency.
The issue can vary greatly, but there are checks that I can make to help with the investigation. For example, I will use the Microsoft Service Health Status website to see if there are any global outages. I also use the Azure status center for further information. This type of information helps guide me on the next steps to take.
Each step is documented and used in our knowledge base to help resolve cases quickly in the future or at least provide a starting point.
What do you enjoy the most about supporting our customers with Dynamics 365?
I enjoy the diversity of the role. Every day is different because customers and their challenges are unique, and they utilise Dynamics in very different ways. Our role is not just to resolve issues but also to take responsibility to help and advise customers in the progression of their system.
I appreciate the opportunity to learn about an exciting, growing platform with new features becoming available each month.
But most of all, I gain a lot of satisfaction when I get to go back to a customer and give them the happy news that we’ve solved their case. I welcome customer feedback in all forms, but I get satisfaction when I receive positive feedback thanking me for helping through their support case.
I enjoy building close working relationships with our customers. This helps develop an understanding of their objectives and challenges, and solve cases. If they recognise how hard we work to support them, customers can feel assured that their case will be solved. This builds trust and they won’t feel they need to chase us to get a task actioned.
What recent features in Dynamics 365 and the Microsoft platform are you most excited about?
I regularly have to manage the security roles of people in the system. Previously this was controlled in the legacy administration center, but the new Power Platform Admin Center interface has improved this experience. It’s faster and easier to access (and navigate away), which means I can control security roles much more efficiently for customers. The new Admin Center interface is a welcome improvement. It is more unified and accessible and therefore easier to navigate when making changes. Supporting Microsoft Dynamics 365 today is much more streamlined and efficient.
Do you need support with your Dynamics 365 solution?
Our dedicated support team is ready to assist you with fast, reliable solutions tailored to your business needs. Get in touch today and let us keep your operations running smoothly.
