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.
Deliver the tailored service customers expect and insights to proactively resolve problems and ensure peace of mind.
Give your teams the right tools to intelligently handle routine requests and resolve more complex issues.
Simplify agent and customer experiences through one complete source of customer data using a single, extensible platform.