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Dynamics 365 Customer Service

Earn customers for life

Build brand affinity and customer loyalty with Dynamics 365 Customer Service. Empower your teams with the streamlined data and unified technology they need to deliver seamless, personalised experiences.

Create a single, consistent service experience

Empower agents to be more productive


Quickly offer the most appropriate knowledge articles

Intelligently route cases by topic or channel

Measure and act on customer feedback

Interact with customers on their preferred channel

Personalise service with 360-degree customer views

Deliver value at every touchpoint and personalise every interaction. Better anticipate customer needs for a 360-degree view of each customer’s journey.

Interact with customers on their preferred channel—including chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line, and more—using Customer Service omnichannel capabilities.

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

Quickly offer the most appropriate knowledge articles using relevance search. Select articles faster with highlighted search-term matches in the results list.

Empower your teams with enhanced productivity tools

Optimise agent performance and improve customer engagement by analysing operations and interactions, sentiment intelligence, and supervisor experiences.

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

Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts. Use Microsoft Teams to help resolve complex cases more quickly regardless of job function or location.

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

Measure and act on customer feedback submitted through surveys after every service engagement by combining customer data with survey insights.

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 that 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 compiled in a single secure location. Realise its full potential by combining Customer Service with industry-leading AI apps—including Microsoft Power Virtual Agents, Customer Insights, and Customer Service Insights.


Personalise service

Deliver the tailored service customers expect and insights to proactively resolve problems and ensure peace of mind.

Empower people

Give your teams the right tools to intelligently handle routine requests and resolve more complex issues.

Unify technology

Simplify agent and customer experiences through one complete source of customer data using a single, extensible platform.

Customers are seeing measurable benefits



Payback: Six months

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Payback: Less than eight months

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Watch Dynamics 365 Customer Service demo


Dynamics 365 Customer Service Professional

Core customer service capabilities


Per user/month

Dynamics 365 Customer Service Enterprise

Advanced customer service capabilities


Per user/month

Chat Add-in for Customer Service

Real-time engagement between customers and live agents


Per user/month

Digital Messaing Add-in for Customer Service

More digital channels to expand omnichannel engagement


Per tenant/month

Get In Touch

Let us assist you with your Dynamics 365 Customer Service Journey

Waterfall Corporate Campus, 74 Waterfall Drive, Waterfall City

+27 11 025 2300