Microsoft Dynamics 365

Customer Service

Support customers anytime, anywhere with Dynamics 365 Customer Service.

Earn customers for life

Build brand affinity and customer loyalty with Dynamics 365 Customer Service. Empower your teams with streamlined data and unified technology they need to deliver seamless, personalised experiences.


optomize Optimise agent performance

Improve customer engagement by analysing operations and interactions using Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences.

productivity Empower agents to be more productive

To avoid escalations. Make smarter recommendations with agent-facing bots that use contextual data about customers and your business.

teams Resolve cases faster with cross-company collaboration

Easily connect agents with subject matter experts. Use Microsoft Teams to help resolve complex cases more quickly regardless of job function or location.

omnichannel Intelligently route cases by topic or channel

Automatically assign cases to the agent best equipped to resolve them by using custom entity routing embedded in Customer Service omnichannel capabilities.

survey Measure and act on customer feedback

Submitted through surveys after every service engagement by combining customer data with survey insights from Customer Voice, included with Customer Service.

iot Transform your break/fix service model

Into a proactive and predictive service model with Internet of Things (IoT) diagnostics, IoT device updates, and case management on one platform.

Improve customer satisfaction


Build loyalty by resolving emerging issues before they impact more customers. Gain a comprehensive understanding of customer satisfaction score (CSAT) drivers and use AI insights to implement data-driven improvements.


Increase operational efficiency


Increase operational efficiency

Streamline operations with case resolution insights, backlog trends, and historical comparisons to evaluate agent performance and business impact. Monitor case volume and incoming support topics to optimise agent productivity.

Gain comprehensive visibility


Visualise customer engagement patterns, agent performance, and customer service operations using dashboards with built-in AI, business intelligence, and machine learning capabilities. Discover and share critical insights with interactive charts and filters.


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