Microsoft Dynamics and ServiceNow Integration Streamlines Customer Support
The support team addresses issues as they enter the ServiceNow queues. This could result in minor issues taking precedence over critical issues. The support team lacks visibility into the account history in Microsoft Dynamics.
Compromised customer support threatens company reputation and revenue.
The account owner creates a case in Microsoft Dynamics and assigns it as minor or critical. The integration enables a ticket to be opened in ServiceNow, identifying the priority level. Visibility into the account in Microsoft Dynamics from ServiceNow allows the customer support team to understand the issue. The support team prioritizes the ticket and notes it is active, which is communicated to Microsoft Dynamics. The communication loop is closed between support and sales.