Microsoft Dynamics 365 Customer Service

Enabling great customer service


In order to provide the best support for your customers, having the right tools is crucial. We often see within customer service teams, that time is wasted passing queries between employees, repeatedly responding to common problems, or searching for previous conversations with customers to follow on from.  

Microsoft Dynamics 365 Customer Service allows businesses to manage their customer service activities from one application, deliver faster and more personalised support, quickly resolve issues, exceed client expectations, and more. Ultimately, ensuring customers get the right support, from the right person is key. 

Key benefits of Dynamics 365 Customer Service

Access to information

With your customers’ data readily available, it doesn’t matter if they call, email or live chat, you’ll always have the tools you need to give exceptional & personalised service 

Empower your employees

Ensure your team have everything they need to provide consistent service and quickly resolve issues, from one centralised application 

Meet customer expectations

Self-service portals empower customers to find answers and raise problems quickly, with knowledge base articles, issue logging and forums 

Dynamics 365 Customer Service Features

  • Provide support in the way you want, whether that is enabling your clients to carry out self-service support via a branded Portal, or communicate with your representatives via Email, SMS or Live Chat 
  • Case management capabilities allow you to queue, route, and escalate cases based on priorities and customer service representative 
  • Manage multiple customer conversations simultaneously, maintaining full context, history across channels, service preferences, and more 
  • Enable customers to self-serve through community resources and knowledge articles or easily request support via a secure portal 
  • Seamlessly automate conversations customisable artificial intelligence (AI) chatbots, using Power Virtual Agents 
  • AI-driven productivity tools that ensures staff have the right information, at the right time  
  • Entitlements & SLAs track support usage and ensure that service commitments are being met in a timely manner 
  • Leverage intelligence capabilities to optimise your staffing levels or allocate resources based on trending issues and skills required 
  • Integrate with Dynamics 365 Sales to align your teams and enable them to deliver a connected experience across the customer journey 
  • Leverage Dynamics 365 Customer Voice, a feedback management tool to create surveys and track responses. Use this data to analyse trends, better understand your customers, make more informed decisions and improve overall customer satisfaction 

What our clients say...


Contact us about Microsoft Dynamics 365 Customer Service

Please complete this enquiry form and a member of our team will be in touch shortly.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.