Dynamics 365 Customer Service
Deliver consistent customer experiences across channels — case management, knowledge, automation and contact center integration in a secure, governed platform.
Platform
Dataverse • Omnichannel
Use Cases
Contact center, self-service, and field service handoffs
Governance
Auditing, retention, role-based policies
✽Support & delivery options
Standard
Core case management and knowledge base setup.
Contact center
Omnichannel, telephony integration, routing and WFM basics.
Advanced
Bots, automation, and integration to CRM/ERP systems.
Governance
Policies, retention, and compliance configurations.
Capabilities
Essential tools for your success.
Case management & routing
Automated routing, SLA enforcement, and queue management.
Knowledge base
Centralized articles, article suggestions, and approval lifecycles for accuracy.
Automation & bots
Virtual agents and Power Automate flows to handle routine requests.
Omnichannel engagement
Voice, chat, email, social and chatbots within a single agent experience.
Self-service & portals
Customer portals with knowledge and case creation to deflect contacts.
Analytics & insights
Agent scorecards, contact analytics, and Power BI dashboards for continuous improvement.
Business impact
Representative outcomes organizations often measure after going live.
-35%
Avg handle time
+20%
First contact resolution
99.9%
uptime SLA
+40%
Knowledge deflection
50,000+ companies run Dynamics 365 Customer Service to grow their Interaction with Customers.
Join us and make your Business a better place.