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.
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
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
Customer service bots
IVR with generative AI
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).
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
Deliver exceptional service with experts by your side
Two Microsoft MVPs on board, bringing top-tier product insight and early access to platform innovations
Empower agents with a 360° view of the customer and guided workflows
Strategic consulting aligned to your business needs and processes
Microsoft Dynamics 365 Customer Service centralizes interactions and standardizes case handling. Omnichannel communication is managed in one workspace, while workflows and routing automate assignment and ensure consistent data. Customer context and AI suggestions (Copilot) help agents resolve issues faster, with real-time metrics available directly from Dataverse.
Microsoft Dynamics 365 Customer Service centralizes interactions and standardizes case handling.
Omnichannel communication is managed in one workspace, while workflows and routing automate assignment and ensure consistent data. Customer context and AI suggestions (Copilot) help agents resolve issues faster, with real-time metrics available directly from Dataverse.
Dynamics 365 Customer Service includes several AI agents that support case handling, automation, and service quality:
Dynamics 365 Customer Service supports consistent, AI-assisted service operations using a unified Dataverse data model.
Key features include:
The system streamlines case handling with AI-generated summaries and suggestions, improves collaboration between agents, and ensures faster, more accurate issue resolution.
In Dynamics 365 Customer Service, the knowledge base allows you to create, manage, and publish knowledge articles that support agents and customers during case resolution.
You can organize content using categories and keywords, control article lifecycle through draft and approval stages, and make articles available for internal use or self-service portals. Agents can search and link relevant articles directly to cases to provide consistent and faster responses.
Automated case management helps you automatically categorize and assign cases, reducing response times and minimizing confusion.
It enables you to manage and track each case in one system from the moment it is created until it is resolved, while ensuring that service activities stay aligned with defined Service Level Agreements.
Dynamics 365 Customer Service helps organizations deliver more consistent and efficient support by centralizing customer interactions and automating key service processes.
Key benefits include:
