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Support - Dynamics 365, Business Central
A "one stop shop" for:
Dynamics 365 - Business Central, Customizations and Integrations (Shopify etc), Marketing, Sales, Customer Service, Field Service, Project Operations
Power Platform - Power Automate, Power BI, Power Apps, Power Portals, Power Pages
Key components for BAU (Business as Usual) support
- Training new people – note:super user/system champion training to be conducted
- First-line support
- Testing new functionality / Microsoft updates
- Raising issues and tracking them
- Considering system enhancements / building new functionality
- Supporting interfaces / providing integration
- Managing data issues
- System health
- Business and system metrics
- Processes to support continuous improvement
- Testing capabilities for new releases
- Tracking benefits realisation plan
DSE (Dedicated Support Engineer)
d365.Global’s Dedicated Support Engineer (DSE) provides a single point of contact for all Microsoft Business Application support inquiries, which means as a DSE / Support Owner single responsibility for handling all enquiries related to a customer acting on resolving issues and/or triaging as necessary to get them resolved with the help of Technical and/or Functional Consultants
In summary
- Support issues channelled through internal help desk (support co-ordinator)
- If not resolved internally, log a ticket via d365 customer self-service portal
- d365 to review/resolve based on priority/max response, resolution time – critical, high, medium, low – 1 to 4 hour, 2 to 8 hourresponse to resolution
- Escalation matrix to apply
- Monthly report produced and review conducted
- User training, technical and business process issues to be addressed
- Product enhancements and updates reviewed on a regular basis