Dynamics 365 Customer Service

The foundation of customer service is that every customer interaction matters. The Dynamics 365 Customer Service solution helps organizations rapidly respond to customer service issues by empowering employees to deliver consistent and efficient customer care. D365 Customer Service can help your firm improve the value you’re providing to clients whilst maximizing brand loyalty and allowing them to interact on their terms. Customer service capabilities include: Self-service, unified experience, Omni-channel engagement, knowledge base and digital intelligence.

Microsoft Dynamics 365 – Intelligent Service

Effortless customer service begins here:


  • Engage with customers on any channel or device: Deliver effortless experiences on your customers’ terms, through any channel and on any device.
  • Deliver fast, personalized service: Make it easy for agents to meet rising customer expectations. Intelligent processes guide agents to the right action every time.
  • Learn from every interaction: Continuously improve while reducing the cost to serve using data and intelligence to transform how you provide service.
  • Innovate with a modern and adaptable platform: Drive innovation with an application that is easy to tailor, extend, and connect to other apps and services you already use.

Agent Enablement:


  • Role driven: Drive the next best action through a visual user interface that delivers role tailored experiences for tiered agents and support leads.
  • Intelligent case management: Speed resolution with machine learning and advanced analytics capabilities, and a dynamic interface that guides agents through every interaction.
  • Collaborative: Avoid escalations by harnessing the knowledge of peers and subject matter experts both inside and outside the service organization.

Knowledge Base Management:


  • Unified content: Deliver the right answers at the right time across all service channels from a single source of truth.
  • Simple management: Capture and author content from social channels, service interactions and experts, then optimize for discovery.
  • Actionable reports: Eliminate escalations with rich content and a clear path to optimize and grow your knowledge base.

Service Intelligence:


  • Interactive dashboards: Provide real-time views of key service metrics through fully customizable, interactive dashboards.
  • Customer insight: Deepen customer insight and identify business opportunities by tracking and correlating customer satisfaction with service metrics.
  • Trends and forecasting: Identify trends, explore scenarios, and forecast outcomes to reduce effort scores, improve performance and identify best practices.

Take the next steps for your business

Dynamics 365 Customer Service is sold and implemented through a global network of Dynamics 365 partners with industry experience. Contact us today to connect you to a partner in your region.

Dynamics 365 applications include