Resolve cases faster with unified tracking
Give your service team a single place to log, track, and close every case — with full context, SLA visibility, and a complete audit trail.
What Customer Service solves
Case management fails when information is scattered. Without a single system, resolution slows, accountability disappears, and clients feel the gap.
Scattered case data
Cases are logged in email, phone notes, and spreadsheets. No one has a complete picture — especially when a case changes hands.
Slow resolution times
Without routing logic or SLA tracking, cases queue unpredictably. The loudest client gets attention — not the most urgent case.
No audit trail
When something goes wrong, there's no way to reconstruct what happened, who was responsible, or what was promised.
What you get with Customer Service
Unified case management
Log, categorise, and track every case from first contact to resolution in a single system.
Intelligent case routing
Automatically assign cases to the right person based on type, priority, team capacity, and skill.
SLA monitoring
Set response and resolution targets per case type. Surface breaches before they happen.
Knowledge base integration
Surface relevant articles and resolution guides while workers are actively handling a case.
Escalation workflows
Trigger escalation paths automatically when cases breach thresholds or remain unresolved.
Resolution reporting
Track resolution rates, handling time, and SLA compliance across teams and case types.
Built on Dynamics 365 Customer Service
Built on Microsoft Dynamics 365 Customer Service, with Copilot AI for case summarisation and suggested responses, and Power Automate for routing and escalation logic.
Connects to the Sognos platform
Book a Demo
Schedule a 45-minute call to see how Sognos can unify your operations and boost efficiency.
Choose a date
May 2026
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Reduction in Scheduling Time
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Faster Compliance Reporting
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Quality Standard Compliance