Customer Service App

Service

Making data storage
easy and secure

Many of our Dynamics 365 clients were facing issues to store and manage their clients’ data which they were collecting from their website. After thoroughly understanding this pain point, we initiated an in-house project and created a Customer Service App which gives customers an interface to manage their interactions with the organization in a unified manner.

Project Overview

With the Customer Service App, a customer can place a request for various services from his service provider. They can also generate tickets, incidents, and complaints with a document or screenshot for their particular issue. The Admin can add their comments on each incident. The app supports multiple languages to remove the language barrier among the global customer base. It is built on Xamarin. Forms and communicates seamlessly with Microsoft Dynamics 365 for storing data. It uses secure Microsoft’s Azure service as a mediator.

Project Highlights:

  • Multiple language support based on Microsoft Dynamics 365
  • Access controls that can be managed by Microsoft Dynamics 365 Admin
  • Layout (fields according to the entity) settings to Add/Edit, Details, and List for each entity
  • Customer can register from the app based on rights given by Admin
  • Case and Service Activity integration
  • Push notification for Case and Service updates
  • Reporting Dashboard: Open Complaints, Today’s Schedule Activities, etc.

Challenges

 

Layout Settings Issue

We had to develop a module for the admin to set fields for Add, Detail, and List Layout for different entities in addition to the default and custom fields. Also, the app had to show layout and fields set by admin showing different types of Microsoft Dynamics 365 data.

In-app Language Management

We needed to have dynamic language settings so our solution would be compatible with the languages activated in Microsoft Dynamics 365. To provide customers with this ease, there should be a language selection option so that customers can select their preferred language.

App Integration Vulnerability

There was a need to enable a way that users could connect to Microsoft Dynamics 365 without credentials because those are confidential and cannot be passed to each customer.

Solutions

 

Dynamic Layout Settings

For this, we equipped our app with a Drag and Drop option so the admin can select the entity, layout (Edit/List/Details), and fields that they want to show to their customers. Along with that we have provided Registration layout settings where admin can select fields to set them in the Registration form.

Multiple Languages For App

We added a dedicated page for language settings for the admin where they can set all the languages. Based on that, the customer will be able to set the preferred language and they will view all the details like labels, messages, titles, etc. in the selected language.

Secure App Connection

We provided a way where customers can communicate with Microsoft Dynamics 365 in a secure way using Microsoft Azure.

Technologies

C#, WCF RESTful (Azure Based), Xamarin.Forms, Microsoft Dynamics 365

Location

India

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