Dynamics 365
Customer Service

Enhance the Customer Experience, Empower your Agents using AI, and Collect Customer Insights to Offer a Personalised Experience With Microsoft Dynamics 365 Customer Service.

Dynamics 365 Customer Service

What is dynamics 365
Customer Service?

Microsoft Dynamics 365 Customer Service is a powerful solution that empowers businesses to offer an exceptional customer experience. Dynamics 365 Customer Service offers an omnichannel experience to the agents so that they can avail of real-time insights, communicate with customers using channels, collect necessary data, and get a 360-degree view of customer issues.

It lets you analyse the data insights to pitch customers with personalised offers and services. This will retain customers in the long run while offering an optimum level of customer satisfaction. Being a part of Microsoft Dynamics CRM solutions, it can be customised to align with unique business needs. Also, Microsoft allows seamless integration with native and third-party applications to enhance the overall capability of D365 Customer Service.

Why does a Business needs Dynamics 365 CRM Customer Service?

In today's competitive business landscape, retaining customers is crucial for survival and growth. Dynamics 365 CRM Customer Service empowers businesses to foster lasting customer relationships that drive business success.

Dynamics 365 CRM Customer Service breaks down communication barriers by unifying customer interactions across various channels, including phone, email, chat, and social media, providing a consistent and personalised customer experience.

With Dynamics 365 CRM Customer Service, businesses can align customer interactions with their core values, offerings, and service principles, ensuring that every touchpoint reinforces the brand promise and fosters customer loyalty.

By analysing customer data and preferences, Dynamics 365 CRM Customer Service empowers businesses to anticipate customer needs, deliver personalised recommendations, and offer tailored services that exceed customer expectations, leading to increased customer retention and loyalty.

Businesses can leverage the functionalities of D365 Customer Service CRM to:

  • Connects all communication channels, like text, call, and chat, for collected insights.
  • Tracks customers throughout the issue resolution process.
  • Record all communication and interaction with the customer.
  • Collects data from the knowledge base and shares it with customers whenever required.
  • Comes with unified routing features that let you efficiently route items.
  • built with AI to offer you accurate and predictive insights.
  • Supercharge agent performance using a unified data dashboard.
  • Enhances the overall productivity of the agent.
  • Optimise resources to maximise the ROI.
  • Automate recurring and manual processes to increase efficiency.

Dynamics 365 Customer Service Features

Some of the unique and most important features are listed below:


Get a unified view of customer data and interactions across multiple modes of communication on a common dashboard. It will allow you to track each customer and their activity to offer consistent customer experiences.

Get AI-Power

Dynamics 365 Customer Service is built using the latest technology that includes AI, BI, and ML to perform a deep analysis of each customer movement. This data analysis will help you understand changing trends, customer needs, and demands.

Knowledge Base

It comes with a knowledge base that stores the information you need to offer support to the customer. Both the customer and the customer service agent can access this knowledge base to get the desired information.

Routing and SLAs

D365 Customer Service comes with unified routing that transfers customer queries to the agent based on qualification, availability, workload, and skill set. Also, you can define SLAs to specify the expected time a query needs to be resolved.

Dynamics 365 Customer Service Capabilities

D365 Customer Service can exceed your customer expectations from your business in minimal resources. Some of its capabilities that you should check are:

Strengthen Agents with Smart Tools

Agents can leverage the power of Microsoft Copilot to search for relevant information in simple language to resolve issues. Even, you can transfer the call to an expert professional in case of complex issue through Microsoft Teams.

Inbuilt Smart Self-Service

Resolve customer issues using automated conversational chatbots and human-like IVR responses. You can automate the simple issues by leveraging AI, BI, knowledge articles, and community portals.

Optimise Customer Service Operations

You can get accurate data insights to track the performance of conversational analytics and customer analytics. This will help you find the areas of improvement where you can optimise the performance to get enhanced results.

Connect with Customer - Anytime and Anywhere

Connect with the customer using voice, social networks, a virtual assistant, and chatbots to resolve their query. Customer Service Dynamics 365 is a multilingual solution that allows you to communicate with customers in any language.

Case Management

Get a comprehensive view of all queries, customers, and resolutions using a case management system. Also, it comes with task management, queue management, and case escalation features to accelerate the case resolution process.

Unified Agent Desktop

Dynamics 365 Customer Service comes with aa unified agent desktop that gives you access of all information from a single screen. This customer information includes customer profile, query status, case history, customer journey, and knowledge base data.

Dynamics 365 Customer Service

Dynamics 365 Customer Service will revolutionise the way you deal with your agents, empowering them to meet customer satisfaction at all levels.



Improve your customer experience and maximise your sales by implementing Dynamics 365 Customer Service Automation.

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Upgrade your system to D365 Customer Service CRM and drive smarter business operations with strong customer engagement.

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Improve your customer retention rate with a long-lasting impact by embracing Dynamics 365 Customer Service capabilities.

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Get optimum D365 customer service suited to your customised business needs.

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Dynamics 365 Customer Service Pricing

Dynamics 365 Customer Service Pricing is simple and cost-effective for all businesses. It comes in two plans - Dynamics 365 Customer Service Professional and Enterprise.

Below, you can do a Dynamics 365 Customer Service Professional vs Enterprise comparison to analyse its features and capabilities and find the best plan that suits you.

Also, you can avail yourself of the Microsoft Dynamics 365 Customer Service trial to know its capabilities based on your unique business requirements.

Dynamics 365 Customer Service

£41.10Per-User/Per Month
  • Case management
  • Knowledge management
  • SLAs
  • Templates
  • Unlimited number of users
  • Additional Capabilities
  • Personal Views and Dashboards

Dynamics 365 Customer Service

£78.10Per-User/Per Month
  • All features of the Professional set
  • Unified service desk
  • Embedded intelligence
  • Context-driven suggestions
  • Service gamification
  • Customization and extensibility
  • Analytics and KPI reporting

Empower Exceptional Customer Service: Discover the Power of Dynamics 365 Customer Service

Transform customer interactions into exceptional experiences with Dynamics 365 Customer Service consultants, the unified solution that empowers agents to deliver personalized support anytime, anywhere.

Have you got
questions about Microsoft Dynamics Customer?

Click through to our FAQ for the best answers!

Microsoft Dynamics Customer Service is designed to streamline and automate the customer engagement and support system for enterprises seeking to simplify and automate their customer data and improve their customer experience while eliminating repetitive and redundant tasks. It enables businesses to serve personalized customer experience while keeping real-time eyes through an integrated dashboard.

Dynamics 365 customer service insights enable enterprises to access actionable data related to key analytics, operational data, and other industry-related trends. These insights help businesses to make faster and smarter decisions to support growth and profitability. Leveraging customer service insights, businesses can roll out their required changes to improve customer satisfaction, maximize operational efficiency, and more.

Dynamics 365 Customer Service app is recommended to be installed manually in your instance and user roles should be assigned before you allow your users to access it.

Following steps are needed while installing Dynamics 365 Customer Service:

  • Administrators are needed to sign in Power Platform administration center.
  • Now, go through the drop-down list of “Resources”, and select Dynamics 365 Apps.
  • On this app list page, you will see “customer service Team member”, now, select install.
  • Once you reach on “Install Customer Service Team Member” panel, simply select an environment from the list.
  • Now, select “Terms of Service” to get agreed upon, and then select install.
  • Now, it’s time to assign user roles in the Customer Service app.

Dynamics 365 customer service comes with a number of vital features to seamlessly and effectively drive your customers, track customer behavior to serve them a personalized solution. Here is the list of Dynamics 365 Customer Service key features:

  • Tracking customer issues and case management
  • Record customer interactions pertained to a particular case
  • Sharing information in the knowledge database.
  • Creating queues and routing cases
  • Creating and tracking service levels
  • Defining service terms using entitlements
  • Track and manage performance through reports and dashboards
  • Creating and scheduling services
  • Taking part in chats
  • Managing conversations across the configured channels.

Dynamics 365 Sales is a Microsoft CRM business solution capable of streamlining all sales activities with ease. Whereas customer service comes into play after making a sale. It manages the customer to offer optimum customer satisfaction.

There are numerous Dynamics 365 customer service benefits for small, medium, and large businesses. It includes advance reporting, self-service options, seamless integration, is easy to scale, and adapts to changing business requirements.

The Dynamics 365 for Customer Service CRM collects, monitors, and tracks customer data to give them a personalised and data-driven offer. Also, D365 Customer Service CRM enables the business to offer after-sales service to retain customers for the long run.

Yes, you can customise this solution to meet the unique needs of your business. You can utilise the Microsoft Dynamics 365 ecosystem to align the solution with your business using integrations, add-ons, and customizations.

The Microsoft Knowledge Base contains a lot of knowledge about issues, queries, and resolutions. It is a kind of forum where anyone can post an issue or a query, and anyone can answer it based on their experience with D365 Customer Service.

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