Microsoft Dynamics 365 Customer Service
Boost customer satisfaction and lower operational costs with Dynamics 365 Customer Service, managing email, phone, chat, and social media on a single platform while empowering agents with real-time assistance via Copilot.
Consolidate email, phone, live chat, SMS, and social media into a single omnichannel platform
Provide agents with real-time resolution suggestions via Copilot; shorten average handling time (AHT)
Offer 24/7 support with a customer self-service portal and an AI-powered chatbot
Fulfill your service commitments flawlessly using built-in SLA, entitlement, and escalation rules
Build a continuous improvement loop with customer satisfaction analytics and agent performance reports
Systematically track customer requests (tickets/cases) from open to close and seamlessly route them to the correct teams.
Skill-based routing (Unified Routing): Automatically analyze incoming requests and assign them to the most qualified agent based on language, topic, and severity.
Parent-child case management: Consolidate duplicate requests originating from the same issue under a single primary case to prevent operational clutter.
Automatic case creation: Automatically convert incoming messages to specific corporate email addresses or social media channels into structured case records.
Case resolution process guides: Empower agents with step-by-step on-screen guidance through essential resolution stages (Identify, Research, Resolve).
Deliver a seamless and consistent support experience to your customers on any channel they prefer, including phone, chat, SMS, and social media.
All channels in a single interface: Manage email, web chat, WhatsApp, Facebook Messenger, and SMS interactions inside a unified agent console.
Integrated voice channel (Azure Voice): Handle phone calls directly from the CRM UI, flashing caller information onto the workspace instantly.
Channel-switching flexibility: Transition a conversation that started over live chat into a voice call or screen-sharing session with a single click without interruption.
Conversation history preservation: Maintain excellent context by reviewing what the customer discussed across any historical channel on a single screen.
Yapay zeka assistant Copilot significantly reduces the routine research, drafting, and correspondence cycles for your customer service agents.
Intelligent conversation summaries: Accelerate case handoffs by summarizing lengthy chat interactions or deep email threads with a single click.
Draft response suggestions: Suggest real-time draft responses to agents by sourcing the most accurate answer to customer inquiries from the knowledge base.
Email drafting assistance: Formulate responses to complaints or complex technical questions in seconds with a professional, brand-aligned corporate tone.
Natural language search: Allow agents to query Copilot directly to pull exact answers instead of manually searching through structured databases.
Consolidate accurate solutions into a single library, allowing both customer service agents and users to access information rapidly.
Article authoring and approval workflows: Draft support articles utilizing rich text and images, and publish them through structured corporate approval gates.
Search engine integration: Automatically surface and list the most contextually relevant articles in the side panel based on the active case topic.
Customer self-service portal: Expose knowledge base articles directly to your users via a web portal to reduce incoming ticket and call volumes.
Feedback and rating systems: Allow users to vote on article helpfulness, highlighting top-tier documentation to continuously boost content quality.
Monitor your support center's performance in real time and fulfill your Service Level Agreements (SLAs) without exception.
Granular SLA timers: Embed visual countdown timers directly on case records to show remaining time window metrics for first response and complete resolution.
CSAT and NPS integration: Automatically trigger satisfaction surveys the moment a case is closed, capturing real-time user sentiment insights.
Agent performance dashboards: Track resolved cases, average resolution times, and customer satisfaction scores on a granular per-agent or per-team level.
Power BI support analytics: Harness historical trend analyses to discover prominent complaint drivers and systematically improve product or service quality.
We answer the most common questions about the Microsoft Dynamics 365 Customer Service customer service and help desk solution.
Microsoft Dynamics 365 Customer Service is a comprehensive customer service and support management system that unifies customer requests originating from various channels—such as email, phone, live chat, social media, and SMS—into a single workspace, while empowering agents with real-time AI assistance (Copilot) and automating case management workflows.
With the Omnichannel add-on, you can consolidate your website's live chat widget, WhatsApp Business, Facebook Messenger, SMS, email, and Microsoft Teams, alongside voice channels integrated via Azure Communication Services into a single agent console. Conversation history is fully preserved even when a customer switches channels.
Copilot enables agents to resolve calls and chats faster. It summarizes long conversation histories in seconds, scans the knowledge base to draft accurate responses matching the customer's query, and composes email replies. This reduces average handling time (AHT) and boosts agent productivity.
Unified Routing analyzes incoming cases or chat requests. Based on content topic, language, severity, or customer segment, it automatically assigns the interaction to the customer service agent who is most qualified in that field (skill-based routing) and has the most optimal workload capacity, minimizing misrouting errors.
You can create a structured Knowledge Base within the system containing rich-text articles, user guides, and FAQs. Agents can search these articles while resolving cases and email them to customers with a single click. Furthermore, portal integrations allow you to expose these articles externally for customer self-service use.
Yes. You can define detailed SLA parameters, such as first response time and full resolution time frames, tailored to different customer tiers or case priority metrics. If a threshold is breached, the system triggers automated alerts to agents and managers to prevent missed commitments.
