Dynamics 365 Customer Service
Boost customer satisfaction and loyalty with fast, consistent service powered by AI and automation in Dynamics 365 Customer Service
Deliver smarter, more personalized support experiences
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.
Challenges
Face customer service challenges with confidence
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Long resolution times?
Use built-in automation tools and Copilot to speed up service and reduce response times. -
Inconsistent communication across channels?
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. -
No access to team knowledge or history?
Empower your agents with a searchable knowledge base and AI-powered recommendations to find answers faster.
Boost your team’s efficiency with Dynamics 365 Customer Service
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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.
Benefits
Deliver better, more efficient customer service
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Omnichannel support in one unified platform
Manage all interactions whether via email, SMS, chat, or social media in a single system to deliver fast, consistent service across channels. -
Self-service powered by automation
Reduce manual workloads by automating repetitive, routine tasks, allowing agents to focus on more complex cases. -
AI-powered customer service bots
Provide instant support with modern AI chatbots that engage in natural conversations and automatically resolve common issues. -
Interactive Voice Response (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 and SLA compliance
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
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
- 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
