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Dynamics 365 Customer Service
Earn customer loyalty through consistent, personalized service across every channel with Dynamics 365 Customer Service.
What is Dynamics 365 Customer Service?
Dynamics 365 Customer Service is a cloud-based solution within the Dynamics 365 CRM suite, designed to provide comprehensive and seamless customer support throughout the entire customer journey. Powered by AI and automation, it equips agents with an intelligent assistant that analyzes inquiries, suggests optimal responses, and drafts replies automatically.
The platform brings together omnichannel communication (email, chat, phone, social media), real-time reporting, and integration with other Dynamics 365 modules. This enables organizations to quickly identify issues, resolve them effectively, and foster lasting customer relationships.
Key features of Dynamics 365 Customer Service
Omnichannel Support
Handle customer inquiries across email, phone, live chat, and social media, offering flexible and responsive assistance wherever it’s needed.
Microsoft Ecosystem Integration
Connect seamlessly with Microsoft Teams, Power BI, and other Microsoft tools to streamline collaboration and monitor key performance indicators.
Personalized Customer Experience
Leverage customer data insights to tailor communication and service based on individual preferences and interaction history.
Copilot-Powered Automation
Automatically create and prioritize cases, analyze content in real-time, and generate smart recommendations for faster resolution.
Intelligent service with Copilot in Dynamics 365 Customer Service
Copilot is your AI-powered assistant that helps agents deliver faster, more effective customer service. It automates repetitive tasks, suggests responses in real time, and helps resolve issues more efficiently so your team can focus on what truly matters.
Copilot supports agents at every stage of the customer interaction summarizing conversations, suggesting answers, drafting emails, and assisting with chat responses. It can also search knowledge bases and trusted sources for instant, accurate information.
By reducing handling time and increasing the quality of support, Copilot strengthens customer relationships and enhances overall satisfaction.
Automation and SLA compliance
Dynamics 365 Customer Service lets you focus on your customers not the process. All requests are centralized, automatically categorized, and assigned, speeding up resolution. It also tracks response and resolution times according to SLA (Service Level Agreement) requirements.
Centralized Case Management
Automatically capture and manage tickets from emails, forms, and chat in one unified view.
Complete Interaction History
Track issue details, messages, and resolutions in one place.
Duplicate Detection & Merging
Prevent redundant work and maintain clean case records.
Outlook Integration
Turn emails into support cases directly from your inbox.
Smart case routing
Every customer inquiry is an opportunity to build trust and Dynamics 365 automates this process from start to finish. Cases are assigned to the right agents or teams based on their skills, availability, and current workload.
Custom workflows allow prioritization by service type, urgency, or location. Skill-based routing ensures each case reaches the best-qualified agent.
Priority-Based Routing
Set rules by case type, urgency, and region.
Unassigned Case Handling
Route new or unattended cases to designated queues.
Keyword Triggers
Automatically direct cases to relevant channels or queues.
Based Assignment
Match inquiries with agents who have the right expertise.
Queues
Use primary and escalation queues to respond quickly to critical cases.
Knowledge Management in Dynamics 365
When knowledge is scattered across documents and systems, it becomes a barrier to efficient service. Dynamics 365 provides a robust, centralized knowledge base your go-to source for issue resolutions, documentation, FAQs, and feature summaries.
The Knowledge Management Agent
Uses AI to analyze the context of interactions via chat, phone, or tickets and suggests the most relevant articles instantly. This real-time support helps agents respond faster and more accurately.
An intuitive editor allows embedding images and videos, with mobile and desktop previews before publishing. Advanced search and keyword tagging make it easy to find the right information, fast.
What does Omnichannel support mean?
Customers want fast, seamless service regardless of the channel. Omnichannel for Customer Service extends the core platform to provide instant, consistent support across live chat, SMS, voice calls, and social media.
Agents gain a modern, configurable app with real-time alerts, customer identification tools, case creation, and smart search functionality. Managers get full visibility into team performance, channel activity, and can manage agent availability with powerful routing tools.
- SMS – Send quick updates or respond to questions via text.
- Social Media – Handle cases from Facebook, Twitter, WhatsApp, and more.
- E-mail – Automatically classify and assign incoming messages while capturing full communication history.
- Live Chat – Connect instantly with website or mobile app users.
- Phone Integration – Conduct calls directly from the Dynamics 365 interface.
Deliver service that truly stands out
Choose Dynamics 365 Customer Service to offer fast, reliable, and professional support at every touchpoint. Empower your team with the tools they need to excel and enhance operational efficiency.
Build loyalty, boost satisfaction, and stand out with service that delivers real impact.
