Dynamics 365 Customer Service
Empower your teams to deliver seamless, personalized, and intelligent support at every customer touchpoint.
Dynamics 365 Customer Service is an intelligent platform that unifies case management, knowledge sharing, automation, and analytics to deliver fast, consistent, and proactive service experiences across all channels. With AI-driven insights, embedded Microsoft Copilot, and seamless integration with Microsoft 365, Power Platform, and Dynamics 365 Sales, your teams can anticipate customer needs, resolve issues faster, and build lasting loyalty.
Comprehensive Service Management
Dynamics 365 Customer Service provides a 360° view of your customers, enabling agents to resolve issues efficiently and with empathy. Unified case management centralizes every interaction — from emails and chats to phone calls and social messages — ensuring consistent, informed service across all channels. Customizable workflows and business rules guide agents through resolution steps, while AI-driven knowledge recommendations surface the right answers instantly.
Omnichannel Engagement
Meet Customers Wherever They Are
Dynamics 365 Customer Service seamlessly connects voice, chat, email, social media, and self-service portals into one unified experience. Agents can interact across channels without losing context, supported by real-time data and conversation history. AI-powered chatbots and virtual agents built with Power Virtual Agents handle routine inquiries 24/7, freeing human agents to focus on complex cases that require empathy and expertise.
Knowledge Management & Self-Service
Empower Customers and Agents with Knowledge
Dynamics 365 Customer Service includes a powerful knowledge base that equips agents and customers alike with accurate, consistent information. AI-assisted search and content recommendations ensure agents can resolve cases faster, while self-service portals allow customers to find answers on their own, improving satisfaction and reducing case volumes. Integrated analytics measure the effectiveness of articles and identify opportunities for continuous improvement.
Dynamics 365 Customer Service Delivers More
Connected Customer Experiences
Unify Service, Sales, and Marketing for End-to-End Engagement
Dynamics 365 Customer Service integrates seamlessly with Dynamics 365 Sales, Marketing, and the Power Platform to create a unified customer engagement ecosystem. Data flows effortlessly across departments, giving every team a shared view of customer history, preferences, and interactions. This integration allows organizations to deliver proactive service, personalized recommendations, and seamless follow-ups that drive satisfaction and loyalty.
Advanced Reporting & Analytics
Insight-Driven Service Excellence
With integrated Power BI dashboards and real-time analytics, Dynamics 365 Customer Service delivers deep visibility into key metrics such as case volume, resolution time, SLA compliance, and customer satisfaction. AI-driven insights reveal emerging trends and identify areas for process improvement, empowering service leaders to make proactive, data-driven decisions.
AI, Automation & Copilot
Smarter Support with AI and Automation
Through Microsoft Copilot and advanced AI features, Dynamics 365 Customer Service empowers agents with real-time insights, suggested responses, and case summaries — enabling faster, more accurate resolutions. Automation streamlines repetitive tasks such as routing, prioritization, and escalations, while predictive analytics anticipate issues before they occur. Integration with Power Automate enables cross-departmental workflows that ensure seamless handoffs and process efficiency.
Security & Compliance
Enterprise-Grade Security for Every Interaction
Built on the trusted Microsoft Azure cloud, Dynamics 365 Customer Service offers industry-leading protection with identity management, encryption, and role-based access controls. The platform supports global compliance standards such as GDPR, ISO 27001, and SOC, ensuring your data and customer information remain secure at all times. Integrated auditing, data loss prevention, and permissions management strengthen governance while maintaining flexibility for distributed teams.