Microsoft Dynamics 365 Customer Service

A tool that suggests actions to meet customer needs by collecting, combining, and analyzing customer data from various sources.

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Get a holistic view of customers and unlock insights to deliver personalized customer experiences with Dynamics 365 Customer Service

Unify customer data to predict customer needs, build trust, execute meaningful actions, and optimize end-to-end customer journeys.

  • Use cross-channel customer data and eliminate data silos
  • Create customer portals and virtual agents to automate customer self-service
  • Equip customer service agents with the right information for effective case resolution
  • Automate customer experiences based on business measures and segments
  • Optimize lead scoring and create upselling/cross-selling opportunities
  • Utilize IoT alerts and signals to detect and resolve issues proactively

Streamline knowledge and case management to automate customer service with Dynamics 365 Customer Service

Success framework

Flexible and scalable

Add more Dynamics 365 apps to Dynamics 365 Customer Service as your business grows to build an intelligent business management solution

unified commerce

Omnichannel engagement

Support agents with SLA timers and entitlements and allow them to engage with customers from any platform such as phone, social, live chat, email, etc.

Case management

Create, modify and close customer cases automatically and track activities against those cases on phone calls, emails, and even on-site visits.

Build customer trust

Use a consent-enabled customer data platform and honor customer privacy without creating additional time-consuming workflows.

Success story
A global perfume retailer achieves operational efficiency with Microsoft Dynamics 365

A multi-currency, multi-language ERP solution implemented to capture and integrate evolving core business processes and consequently enhance cross-channel decision making.

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Key Dynamics 365 CRM & ERP apps for customer service

customer insights

Customer Insights

Use cross-channel analytics to deliver personalized and engaging shopping experiences

sales management


Increase sales and build long-lasting relationships through user-friendly sales tools

customer service

Customer Service

Deliver personalized customer service through omnichannel communication platforms



Focus on the target audience to generate qualified leads and manage funnels with built-in tools

retail experience


Create rich shopping experiences and manage resources/inventory across multiple channels

supply chain automation

Supply Chain

Manage inventory and minimize costs through automated workflows and shipping operations

hr management

Human Resources

Customize hiring processes and track employee performance from user-friendly dashboards

finance optimization


Generate comprehensive financial reports to improve business financials and boost business growth


years of experience in retail, manufacturing, textile and distribution


engineers, consultants and subject matter experts​


organizations running Microsoft Dynamics powered by Confiz​

Modern, scalable, adaptable industry solutions

Intelligent business solution to streamline business operations and engage customers the right way.

Explore Dynamics 365 for Retail

Omnichannel fashion industry solution tailored for changing trends, industry regulations, customer demands, and sustainability initiatives.

Explore Dynamics 365 for Fashion

An end-to-end, omnichannel solution that manages large stock quantities, offers secure payments, and provides business insights

Explore Dynamics 365 for Grocery

Powerful textile supply chain management solution to digitalize your value chain and spur growth across all channels

Explore Dynamics 365 for Textile

Smart-manufacturing software solutions to boost efficiency in production and sales

Explore Dynamics 365 for Manufacturing

A comprehensive solution to help enhance real-time visibility, streamline inventory flow and control operational costs

Explore Dynamics 365 for Wholesale

Got more questions about Microsoft Dynamics 365 Customer Service?

Here's everything you need to know

What is the difference between Dynamics 365 Sales and Dynamics 365 Customer Service?

Dynamics 365 Sales uses customer data to help sales professionals make more sales by reaching interested customers through multiple channels. On the other hand, Dynamics 365 Customer Service collects and streamlines customer data to help customer service agents to resolve customer issues proactively and communicate with them using different channels.

What are dynamics 365 Customer Service features?

Features of Dynamics 365 Customer Service include virtual agents, self-service solutions, comprehensive view of customers, customer needs prediction, and optimized customer service operations. Microsoft Dynamics 365 Customer Service module further allows businesses to elevate agent effectiveness, strengthen cross-team collaboration, act on customer feedback, adapt quickly to customer sentiment, and deliver proactive service with IoT.

What is Dynamics customer service?

Microsoft Dynamics 365 Customer Service module helps businesses with customer service automation. It streamlines customer case and knowledge management and enables personalized customer service by providing businesses with a 360-degree view of customer behavior and preferences. It even empowers business leaders with visibility into the performance of their customer service departments with comprehensive dashboards and reports.

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Get in touch to discuss how Confiz can help you optimize customer service and resolve issues faster using Microsoft Dynamics 365.

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