Dynamics 365 for Customer Service

Centralize customer data to give your team full visibility and improve service outcomes.

Empower agents to provide the seamless customer service they deserve.

Customer engagement is the key to driving sales, driving every interaction and decision. In fact, customer service is quickly overtaking price and product as the number one differentiator. Expectations are on the rise. With Dynamics 365 for Customer Service, you can provide customers with quick, meaningful, and personalized service.

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Dynamics 365 Customer Service Screenshot

Dynamics 365 Customer Service Features

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Omni-Channel Engagement
Support customers across email, chat, social media, and phone. Manage all interactions from a single platform for a seamless experience.

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Intelligent Case Management
Automate case tracking and routing to speed up resolution. Ensure no customer issue is missed and boost first-contact resolutions.

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AI-Powered Insights
Use AI to guide your agents with real-time recommendations. Empower them with data-driven actions for improved decision-making.

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Knowledge Management System
Provide agents with access to a centralized knowledge base. Solve customer queries faster with easy access to FAQs and documentation.

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Service Level Agreements (SLAs)
Track response times to meet service commitments. Ensure your team maintains high standards and meets customer expectations.

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Self-Service Portals
Allow customers to resolve their own issues. Provide easy access to information and request management, reducing agent workload.

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Automated Workflows
Automate routine tasks to improve efficiency. Focus your agents on solving more complex customer problems.

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Seamless Microsoft Integration
Integrate with Office 365, Teams, and Power BI. Collaborate better and gain deeper insights for improved service delivery.

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Performance Analytics
Monitor service performance with customizable dashboards. Track KPIs to make data-driven improvements in your operations.

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Advanced Queue Management
Prioritize customer requests effectively. Assign tasks to the right agents for faster and more accurate responses.

Copilot AI

Artificial intelligence is embedded throughout Dynamics 365, boosting productivity and efficiency. Copilot supports users by assisting with tasks like writing emails, summarizing records, and reviewing the sales pipeline.

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Is it a fit for my business?

Dynamics 365 is particularly well equipped for distribution and manufacturing companies, but CRM software’s value doesn’t begin or end with any particular industry. If you’re looking to improve productivity and profitability, streamline processes, centralize data, and more effectively manage or evaluate your administration and operations, a CRM solution can help.