Dynamics 365 Customer Service

Personalize service with 360-degree customer views


Deliver value at every touch-point and personalize every interaction. Better anticipate customer needs by using Dynamics 365 Customer Insights and the omni channel experience in Customer Service for a 360-degree view of each customers’ journey.
Interact with customers on their preferred channel—from chat and SMS to email and phone to Facebook Messenger (preview). Let customers choose how to connect with your brand with omni-channel capabilities or use the Channel Integration Framework to add any channel. Stay up to date on the latest channel additions and existing customers can try Chat with a free 30-day trial.

Create a single, consistent service experience through a threaded view of the customer experience. You’ll ensure every customer receives a single, unified experience, even if their case is transferred between agents or across channels.

Quickly offer the most relevant knowledge articles to deliver more accurate results. Use relevance search to quickly identify the most useful articles. Search and choose articles faster with the help of highlighted search term matches in the results list.

Empower your teams to improve productivity


Optimize agent performance and improve customer engagement by analyzing operations and agent interactions using Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences.

Intelligently route cases by topic or channel to the best-fit agent. Automatically assign cases to the agent who is best equipped to resolve the case by using custom entity routing embedded in Customer Service omnichannel capabilities.

Empower agents to be more productive and avoid escalations. Make smarter recommendations with agent-facing bots that use contextual data about customers and your business.

Learn from your customers based on their feedback submitted through surveys. Measure and act on feedback after every service engagement by bringing your customer data together with survey insights from Microsoft Forms Pro—included with Dynamics 365 Customer Service.

Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts. Regardless of functions or geographies, agents can use Microsoft Teams to help resolve complex cases more quickly.

Unify technology to get more from your data


Build a single source of truth and make better business decisions with Common Data Service. Get a shared understanding of company-wide business data that’s continually updated as data from different business apps flows into and out of the same data lake.

Use the Common Data Model to do more with your data. Ensure customer service agents are referencing the same customer data as other departments in your company, across all business processes and apps.

Reveal insights from your data with AI when you compile all your data in a single and secure location. Realize its full potential by combining Customer Service with industry-leading AI apps—including Dynamics 365 Virtual Agent for Customer Service, Customer Insights, and Customer Service Insights.

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