Deliver smarter customer interactions with Dynamics 365 Customer Service
Empower your agents to deliver intelligent support for today’s customers with Dynamics 365 Customer Service. Streamline workflows and improve customer satisfaction with a unified platform that adapts to your business needs
What is Dynamics 365 Customer Service?
Microsoft Dynamics 365 Customer Service is a robust, cloud-based solution that empowers businesses to provide personalized support across all customer touchpoints. The platform empowers customer service teams with intelligent tools, including AI-driven insights, sentiment analysis, and automated case management, to resolve customer issues faster and improve overall satisfaction. By unifying service operations into a single platform, it helps businesses streamline workflows, increase agent productivity, and reduce operational costs.
With advanced features such as AI-powered assistance, case routing, and knowledge management, the Dynamics 365 Customer Service Enterprise edition enables businesses to scale support efforts while maintaining high-quality customer interactions. By leveraging real-time data and predictive analytics, companies can proactively identify customer needs, improve response times, and ultimately build stronger, more resilient customer relationships
Dynamics 365 Customer Service features and benefits
Deliver faster, smarter, and more personalized support with the amazing benefits of Dynamics 365 Customer Service. From AI-driven assistance to omnichannel engagement, empower your team and delight customers at every interaction
AI-powered case routing and insights
AI-powered case routing and insights Speed up resolution by automatically assigning cases to the right agent and surfacing AI-driven recommendations.
Self-service portals and knowledge base
Self-service portals and knowledge base Dynamics 365 Customer Service capabilities empower you to reduce call volumes by empowering customers to resolve common issues on their own.
Advanced analytics and reporting
Advanced analytics and reporting Gain real-time visibility into KPIs, agent performance, and service trends to improve decision-making.
Seamless omnichannel engagement
Seamless omnichannel engagement Connect with customers across email, chat, voice, and social channels, with built-in real-time translation for clear, effective communication.
Integration with other Microsoft tools
Integration with other Microsoft tools Integrate seamlessly with Microsoft Teams and other Dynamics 365 apps, allowing agents to collaborate and resolve cases more effectively.
Improved customer satisfaction and loyalty
Improved customer satisfaction and loyalty With the amazing Dynamics 365 Customer service features, deliver faster, more reliable, and personalized support that strengthens long-term relationships.
Optimize service operations for personalized support
Microsoft Dynamics 365 Customers Service enables businesses to streamline case and knowledge management, provide personalized service with a unified view of customers, and have real-time visibility into agents’ performance with analytics and dashboards.
Break data silos and manage multichannel conversations
Automate self-service with customer portals and virtual agents.
Empower agents with tools for efficient case resolution
Leverage AI-driven insights and analytics to boost customer satisfaction
Transform your service strategy with AI-powered support
Discover the power of Dynamics 365 Customer Service for your business
Dynamics 365 Customer Service modules: A comprehensive solution for customer support
Dynamics 365 for Customer Service empowers your support agents and enhances their productivity by leveraging the power of generative AI productivity tools. It provides your agents with the right information at the right time, enabling them to resolve customer inquiries more efficiently
Enhance the efficiency of your customer support operations by automating routine tasks using knowledge base portals and self-service virtual agents with Microsoft Dynamics 365 Customer Service. Enable your customers to find answers to questions quickly and easily, freeing your support agents to focus on the more complex and critical tasks.
With Dynamics 365 Customer Service, get faster and more proactive customer service by engaging customers on their preferred communication channels. With real-time translation capabilities, communicate with your customers in their language, ensuring clear and effective communication.
Gain valuable insights into the performance of your customer engagement center with intelligent analytics. By tracking the right KPIs, identifying trends and opportunities to optimize your service delivery, Dynamics 365 Customer Service elevates customer experience, improving customer satisfaction scores
Microsoft Dynamics 365 Customer Service pricing
Dynamics 365 Customer Service pricing offers flexible subscription plans such as Professional, Enterprise, and Premium. Microsoft Dynamics 365 Customer Service implementation cost varies based on setup, customization, integrations, and training needs. Partnering with a certified Microsoft partner helps ensure a smooth and cost-efficient deployment.
| Dynamics 365 Customer Service Professional | Dynamics 365 Customer Service Enterprise | Dynamics 365 Customer Service Premium | |
|---|---|---|---|
| Pricing |
$50 per user/month Streamlined case management resources for agents and self-service in simpler scenarios. |
$105 per user/month Advanced AI-based customer service resources for agents and self-service for complex scenarios. |
$195 per user/month |
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| Case management |  |
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| Knowledge management (including knowledge authoring) | |
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| Microsoft 365 interoperation | |
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| Unlimited named users | |
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| Leads (creation only) | |
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| Microsoft Power BI |  |
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| Microsoft Teams Integration | |
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| Copilot in Dynamics 365 Customer Service | |
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| Embedded Intelligence | |
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| Multisession support | |
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| Unified routing | |
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| Analytics and KPI reporting | |
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| Forecasting and scheduling | |
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| Custom applications (Microsoft Power Apps) | |
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| Workflow automation (Microsoft Power Automate) | |
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| Dynamics 365 Contact Center | Included | ||
| Self-service chatbots and IVR | |
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| Live and persistent chat on messaging and social channels | |
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| Voice channel with inbound routing, conversation summarization and outbound calling | |
Revolutionize customer support. Try Dynamics 365 Customer Service demo
Dive into our Dynamics 365 Customer Service Demo to discover how you can transform your customer support. Enhance service experiences, manage requests efficiently, and foster customer loyalty. Utilize AI-driven insights and omnichannel capabilities to exceed customer expectations and achieve service excellence
Key Microsoft Dynamics 365 CRM applications
Dynamics 365 for Customer Insights
Create engaging experiences by unifying customer data with real-time journeys and leveraging Copilot to uncover insights for personalized interactions.
Dynamics 365 for Sales
Empower your sales team with actionable sales intelligence to improve customer relationships, sell at scale and serve customers intelligently.
Dynamics 365 Field Service
Streamline workflows, manage and optimize your field service operations, boost employee productivity, and offer better customer service onsite.
Dynamics 365 Project Operations
Manage and optimize your project operations by connecting your sales, resourcing, project management, and finance teams to win more deals.
Why choose Confiz as your Dynamics 365
Customer Service implementation partner?
Seamless implementation
Confiz proudly houses a team of 150+ certified Dynamics 365 Customer Service developers with extensive experience in 100+ Microsoft Dynamics 365 Customer Service rollouts. We excel in all aspects of Dynamics 365 Customer Service Implementation, including integration, customization, migration, and consulting services.
Comprehensive service offering
Confiz provides a range of services that go beyond Dynamics 365 Customer Service implementation. With a strong focus on digital transformation, our team of experts guides you through the entire Microsoft Dynamics 365 for Customer Service journey. From initial setup and configuration to ongoing optimization and system maintenance, we are committed to helping you achieve your digital transformation goals.
Global reach
Confiz offers extensive global services tailored to meet the specific business needs of clients, regardless of their geographical location. Leverage our proficiency in MS Dynamics 365 Customer Service to effortlessly deploy the solution globally or enhance regional customer support operations.
Reliable 24/7 support
Enjoy peace of mind with our round-the-clock support services. Our dedicated support team is always available to address any questions or concerns, ensuring continuous system performance for Dynamics 365 Customer Service and resolving issues promptly.
Enabling
global companies
Trusted by some of the world’s largest companies, we thrive on building strong relationships and an outstanding reputation. Our aspiration to evolve, innovate and experiment makes us stand out from our competition.
Our approach sets us apart from others
Got more questions on?
We are here with answers!
What is Dynamics 365 Customer Service?
Dynamics 365 Customer Service is a powerful module within Microsoft’s customer relationship management (CRM) solution, helping organizations manage and enhance their customer service operations.
With Dynamics 365 for Customer Service, businesses can efficiently handle customer inquiries, complaints, and support requests across multiple channels, including email, phone, social media, and chat. The solution offers a centralized platform to track interactions, resolve issues promptly, and provide personalized service experiences. By working with a Dynamics 365 Customer Service implementation partner, your business can deliver exceptional customer care and build long-term loyalty.
What are Dynamics 365 Customer Service features?
What is included in the Dynamics 365 Customer Service Enterprise version?
Dynamics 365 Customer Service Enterprise offers advanced capabilities, including unlimited named users, case management, reporting and analytics, knowledge management, embedded intelligence, and customizable applications. This version enhances service operations by providing greater flexibility and scalability to meet complex business needs.
Is Dynamics 365 Customer Service available in the cloud?
Yes, Dynamics 365 Customer Service is available as a cloud-based solution. Accessible via the Microsoft Azure platform, it provides organizations with the flexibility and scalability needed for dynamic and efficient customer service management.
Does Dynamics 365 Customer Service have a trial version?
Yes, Dynamics 365 Customer Service offers a free 30-day trial, allowing users to explore the app’s key features. After a quick registration process, users can access essential features, experiment with both sample data and their own customer data, and fully evaluate the app’s capabilities.
What is the difference between Dynamics 365 Sales and Dynamics 365 Customer Service?
Dynamics 365 Sales and Dynamics 365 Customer Service are both modules within Microsoft’s cloud-based CRM solution.
While Dynamics 365 Sales helps sales teams manage the sales process—from lead generation to deal closure—Dynamics 365 Customer Service focuses on managing and improving customer service operations. It includes tools to enhance agent productivity, handle inquiries across multiple channels, and monitor performance through built-in reporting and analytics.
How do I access Dynamics 365 Customer Service?
To access the Customer Service module in Dynamics 365, you need a valid license or trial account. Once confirmed, you can:
- Sign in to your account
- Click on the app launcher icon in the top-left corner
- Choose Dynamics 365 from the list
- Select the “Customer Service” app icon
What does embedded intelligence mean in Dynamics 365 Customer Service?
What does embedded intelligence mean in Dynamics 365 Customer Service?
Embedded intelligence in Dynamics 365 Customer Service refers to the integration of AI and machine learning capabilities directly within the application. These features, including sentiment analysis, predictive analytics, case routing, and recommended knowledge articles, help enhance customer engagement and optimize support operations by automating processes and providing intelligent insights.
How does Dynamics 365 Customer Service ensure data privacy and protect sensitive customer information?
Dynamics 365 Customer Service ensures data privacy by securely storing and encrypting customer data, both at rest and in transit. Access controls and authentication mechanisms are in place to ensure that only authorized individuals can access and manage data. Additionally, Microsoft offers tools to help businesses meet their compliance requirements, including data retention policies, audit logs, and data subject rights management.
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Mohammed Reza
Director Business Development, UAE | KSA
Qaisar Iqbal
Global Vice President Industry Solutions
