Dynamics 365 Customer Service

Empower your agents and revolutionize customer service to surpass expectations across every channel.

What is Dynamics 365 Customer Service?

Dynamics 365 Customer Service is a powerful platform for delivering an exceptional omnichannel customer experience. This tool equips Customer Service agents with real-time insights, seamless communication channels, and a comprehensive view of customer issues, fostering a personalized experience.

Dynamics 365 Customer Service Capabilities

Make agents' work effortless

Resolve issues faster with Copilot

Save agents time by using Copilot in Dynamics 365 Customer Service to diagnose, troubleshoot issues, and help draft customer responses.

Get real-time insights

Empower agents with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.

Connect with the right agent

Increase first-call resolution with AI-based routing that classifies issues and assigns them to the best-suited agent.

Collaborate live in Teams

Bring together experts who have resolved similar cases and collaborate in Microsoft Teams for quicker issue resolution.

Enable self-service

Provide AI-powered chatbots

Resolve customer issues in real time with intelligent, conversational, generative AI-powered bots.

Deliver conversational IVR

Resolve issues quickly through human-like interactions with generative AI-powered, conversational interactive voice response.

Self-serve with automation

Increase productivity by automating routine tasks as well as complex transactions.

Get answers from community portals

Collaborate, share tips, and gather rich insights from other users and experts in personalized community portals.

Optimize Service Operations

Get supervisory insights

Access an omnichannel insights dashboard with AI-driven conversation, channel analytics, and KPIs all in one place.

Find coaching opportunities

Detect emerging trends and identify improvements across support topics, agent-customer interactions, and knowledge management.

Drive efficiency with automation

Eliminate manual processes with more than 1,000 prebuilt flows and add custom data connectors to your ecosystem.

Predict and plan staffing levels

Plan for the right level of staffing based on seasonality, predicted case, and conversational volume with the forecast report feature.

Build on an open and extensible platform

Reduce costs by building on existing capabilities and interoperating with other business applications—all on a single platform.

Meet customers where they are

Set up voice channels

Quickly set up phone systems for agents to assist customers on a scalable platform built and operated by Microsoft.

Enhance digital engagement

Provide faster service to customers on their preferred digital channel, including email, text, social network, or virtual assistant.

Provide real-time translation

Effectively communicate with customers in the language of their choice using real-time translation.

Use sentiment-based routing

Based on the customer’s emotions and needs, route the case to the right agent every time.

Show them you know them

Get a 360-degree view of customers

Seamlessly manage customer requests from any channel while handling multiple sessions at the same time.

Authenticate with biometrics

Use voice and behavioral recognition for a fast and personalized way to verify customer identities.

Analyze sentiment

Deliver personalized responses with AI that monitors customer engagement and understands customer intent in real-time.

Learn customers journeys

Gain insights through customers’ interactions and journeys to personalize offers and recommendations.

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Experience D365 Customer Service Features

Take the Modernized Customer Service Guided Tour

Omnichannel Experience

Dynamics 365 Customer Service ensures a seamless omnichannel experience, allowing businesses to interact consistently with customers across various digital channels. This unified approach caters to individual preferences, providing flexible and responsive service.

AI-Powered Insights

Leverage AI with Dynamics 365 Customer Service for real-time analysis, sentiment detection, and knowledge article recommendations. This feature enhances decision-making, streamlines issue resolution, and offers intelligent insights into customer interactions.

In-built Knowledge Base

Access a centralized knowledge base in Dynamics 365 Customer Service, streamlining issue resolution with a comprehensive collection of articles and FAQs. Agents can deliver accurate information promptly, improving customer satisfaction and reducing resolution times.

Unified Routing and SLAs

Benefit from AI-based routing and SLAs in Dynamics 365 Customer Service, directing queries to suitable agents swiftly. SLAs define response and resolution times, ensuring a high standard of service, managing customer expectations, and contributing to overall satisfaction.

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Our Dynamics 365 Customer Service Services

Dynamics 365 Customer Service Implementation

Improve customer experience and maximize sales through Dynamics 365 Customer Service Automation.

Dynamics 365 Customer Support Upgrade

Enhance customer retention with lasting impact by embracing Dynamics 365 Customer Service capabilities.

Dynamics 365 Sales Training

Enhance your proficiency in utilizing the solution's technicalities and functionalities with our tailored training services. Our expert-led training programs ensure you maximize your understanding and proficiency in leveraging Dynamics 365 Sales effectively.