Microsoft Dynamics 365 Customer Service

Transform customer service with AI-driven automation and proactive support and empower your agents for faster inquiry resolution.

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Streamline your service operations and ensure personalized customer support

Boost your agents' productivity by providing a 360-degree view of your customers and unlock valuable insights to make smarter decisions. Efficiently manage customer inquiries, complaints, and requests across multiple channels, including email, phone, chat, social media, and more. Microsoft Dynamics 365 for 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.

  • Eliminate data silos and manage conversations across channels
  • Create customer portals and virtual agents to automate customer self-service
  • Equip service agents with the right tools and information for effective case resolution
  • Keep track of service levels through service-level agreements (SLAs)
  • Utilize IoT alerts and signals to detect and resolve issues proactively
  • Leverage AI-driven insights and analytics to boost customer satisfaction

Microsoft Dynamics 365 Customer Service features and capabilities

Boost your agents’ productivity by automating your customer service operations. Create and track customer service cases, manage SLAs, and analyze customer interactions across multiple platforms with Dynamics 365 for Customer Service.

Empower your support agents and enhance their productivity by leveraging the power of generative AI productivity tools. Provide 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. Enable your customers to find answers to questions quickly and easily, freeing your support agents to focus on the more complex and critical tasks.

Deliver 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, identify trends and opportunities to optimize your service delivery, enhance your customers' experience, and improve customer satisfaction scores.

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Key Microsoft Dynamics 365 CRM applications

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 for Marketing

Orchestrate personalized customer journeys across all touchpoints to transform the brand experience, strengthen relationships, and improve customer retention.

Dynamics 365 for Customer Service

Streamline customer support with a solution that simplifies processes, delivers personalized care, and improves customer experiences.

Dynamics 365 for Field Service

Streamline workflows, manage and optimize your field service operations, boost employee productivity, and offer better customer service onsite.

Dynamics 365 for Project Operations

Manage and optimize your project operations by connecting your sales, resourcing, project management, and finance teams to win more deals.

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Got more questions?

We are here with answers!

What is Dynamics 365 customer service?

Dynamics 365 for Customer Service is one of the modules of the customer relationship management (CRM) solution developed by Microsoft that enables organizations to manage and improve their customer service operations.

With Dynamics 365 Customer Service, businesses can manage customer inquiries, complaints, and support requests from various channels, including email, phone, social media, and chat. The solution provides a centralized platform to track customer interactions, resolve issues quickly, and provide personalized service experiences. As you work with a Dynamics 365 Customer Service implementation partner to leverage the capabilities of the customer service module, your businesses will be able to deliver exceptional customer care and build long-term customer loyalty.

What are Dynamics 365 Customer Service features?

The key features of the Dynamics 365 Customer Service module include case routing and queue configuration, service level agreements, services scheduling, knowledge management, omnichannel engagement, and AI-powered insights. Overall, Dynamics 365 Customer Service is a comprehensive solution that enables businesses to deliver exceptional customer service experiences, build long-term customer relationships, and drive business growth.

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

Dynamics 365 Sales and Dynamics 365 Customer Service are modules of Microsoft’s cloud-based customer relationship management (CRM) solution.
Dynamics 365 Sales helps sales teams manage the sales process, from lead generation to opportunity management and closing deals. On the other hand, Dynamics 365 Customer Service focuses on assisting organizations in managing and improving their customer service operations. It provides a set of tools to enhance agents’ productivity, handle customer inquiries across multiple channels, including phone, email, chat, and social media and monitor the performance of customer engagement teams through built-in reporting and analytics.

How do I access Dynamics 365 Customer Service?

To access the Customer Service module in Dynamics 365, you must have a valid license or a trial account. After ensuring that, you can access the customer service module by performing the following steps:

  1. Sign into your account
  2. Click on the app launcher icon in the upper left corner of your screen
  3. Choose Dynamics 365 from the list
  4. Hit the “Customer Service” app icon



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