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Dynamics 365 Customer Service Implementation

Dynamics 365 Customer Service is a cloud-based solution within the Dynamics 365 CRM suite that helps organizations streamline support processes, reduce response times, and improve customer satisfaction.

Face customer service challenges with confidence

Too long resolution times?

Use built-in automation tools and Copilot to speed up service and reduce response times.

Inconsistent communication?

Enable omnichannel support to ensure smooth and unified customer experiences no matter the communication channel.

Incomplete customer information?

Integrate data sources and access a comprehensive Customer 360 view to make more informed business decisions.

Difficulties scaling your support team?

Leverage cloud scalability and intelligent case routing to grow without sacrificing service quality.

Boost your team’s efficiency with Dynamics 365 Customer Service

Accelerate case resolution with Copilot

Save your agents’ time with Copilot in Dynamics 365 Customer Service. It supports your team by diagnosing issues, speeding up resolution, and drafting initial responses to customers.

Deliver faster support with intelligent case routing

Automatically assign cases to the right agents using AI-powered routing. The system detects the issue and directs it to the best-qualified specialist improving accuracy and response time.

Equip agents with real-time insights

Support your service team with AI tools that detect conversation tone, translate chats, generate transcripts, and suggest relevant knowledge right when it’s needed.

Deliver better, more efficient customer service

Omnichannel support

Manage all interactions whether via email, SMS, chat, or social media in a single system to deliver fast, consistent service across channels.

Automated workflows

Reduce manual workloads by automating repetitive, routine tasks, allowing agents to focus on more complex cases.

Customer service bots

Provide instant support with modern AI chatbots that engage in natural conversations and automatically resolve common issues.

IVR with generative AI

Deliver human-like phone interactions using generative AI-powered voice technology for a more intuitive and efficient experience.

Dynamics 365 Customer Service - empower your service and build loyalty

Automated case management
Automatically categorize and assign cases to reduce response times and eliminate confusion. Track every step of the customer journey from initial contact to resolution all within a single system, while ensuring full compliance with Service Level Agreements (SLAs).
Real-time access to knowledge
Support agents in real time with a system that analyses conversation context (via chat, phone, or service ticket) and instantly suggests relevant knowledge base articles. An intuitive content editor and advanced keyword-based search make creating and finding resources fast, easy, and timely
Intelligent skill based routing
Use intelligent skill-based routing to automatically assign cases to the most qualified agents. This enables faster, more accurate support, improves first-contact resolution, and boosts overall team productivity.
Customer Support Swarming
Accelerate the resolution of complex issues through collaborative problem-solving with AI-powered customer support swarming. Engage experts from across departments in real time to tackle challenging cases together. Instead of passing issues between teams, support agents can instantly collaborate with the right specialists, shortening response times and boosting support efficiency. Activate swarm mode to quickly assemble task-specific teams focused on solving individual problems.
Case Management Agent
Empower your support agents with AI-driven capabilities in Case Management Agent, which automatically gathers and processes case details during live chats and emails. Reduce handling time with auto-generated summaries, suggested replies, and accelerated case resolution. Enhance team collaboration through intelligent case routing to the right experts and seamless communication via Microsoft Teams chat integration.
Consistent service across all channels
Leverage Omnichannel for Customer Service to deliver seamless, real-time communication across chat, SMS, voice, and social media. Agents work in a unified interface with built-in notifications, integrated tools like knowledge base access, ticket creation, and smart search helping them resolve issues faster and more efficiently.

Deliver exceptional service with experts by your side

At Netwise, we help you turn support into a competitive advantage. With Dynamics 365 Customer Service, our team enables you to:

Two Microsoft MVPs on board, bringing top-tier product insight and early access to platform innovations

Streamline case management and resolve issues faster with AI powered tools

Empower agents with a 360° view of the customer and guided workflows

Strategic consulting aligned to your business needs and processes

Wojciech, our Chief Value Delivery Officer
Discover the possibilities with Dynamics Customer Service
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Ready to empower your customer teams with Dynamics 365 Customer Service?

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