Dynamics Square helps small and medium businesses streamline customer support, resolve cases faster, and deliver personalised experiences with the AI-powered Dynamics 365 Customer Service CRM.
Now resolve issues before they escalate. Copilot in D365 Customer Service helps with flagging problems early, automating case handling, and routing requests to the right agent based on context and customer sentiment.
The platform also has self-service options, a centralised knowledge base, and real-time dashboards. As a result, customers get consistent support across phone, email, chat, and other channels.
For organizations focused on service quality or operational efficiency, it provides the automation and visibility needed to manage customer service effectively.
Need help selecting the right Dynamics 365 Customer Service licence for your organisation?
Intelligent Case Routing and Resolution
Manual case handling and routing often delay resolution. With D365 Customer Service, teams can:
- Route cases automatically using AI-based and sentiment-based routing
- Prioritise requests based on urgency, context, and customer intent
- Resolve issues faster with Copilot-assisted responses and recommendations
Unified Case Management and Omnichannel Engagement
Fragmented systems limit visibility across customer interactions. This intelligent customer service solution helps teams to:
- Manage cases, interactions, and customer requests in one platform
- Engage across channels including voice, chat, email, and social
- Access a complete view of customer interactions in real time
AI-Assisted Service Representative Productivity
Service representatives don’t have to spend time searching for information and drafting responses. Dynamics 365 Customer Service allows to:
- Use Copilot to troubleshoot issues and draft contextual responses
- Access AI-recommended knowledge articles during interactions
- Reduce manual effort and focus on resolving customer issues efficiently
Real-Time Insights and Service Analytics
Confident decision-making relies on real-time insights, and with D365 Customer Service, companies can:
- Assess customer feedback, interactions, and service patterns in real time
- Monitor performance through omnichannel analytics and KPIs
- Identify improvement opportunities across service interactions and knowledge management
Self-Service and Automation at Scale
Manage workload by reducing dependency on service teams. Dynamics 365 Customer Service increases response time and customer experience by allow firms to:
- Set up AI-powered chatbots and interactive IVR for instant support
- Automate routine tasks and processes with prebuilt and custom flows
- Enable customers to find answers through knowledge bases and community portals
Agentic AI Capabilities for Continuous Improvement
Improving as you are expanding is not as easy as it might sound. Keeping up the service quality and adapting to changing customer needs require firms to use a solid customer service CRM that can:
- Automate case lifecycle management using AI agents
- Keep knowledge content up to date through continuous learning
- Identify customer intent across interactions to improve self-service
Resolve Issues Faster with AI and Copilot
Delays are usual outcomes where manual processes are an integral part of everyday operations. Dynamics 365 Customer Service uses Copilot and AI capabilities to help your service reps troubleshoot issues, draft responses, and access relevant information as and when required, which improve their response time and accuracy.
Improve Visibility into Customer Interactions
Service reps cannot address customer concerns until they are completely aware of the context. Real-time insights, sentiment analysis, and a unified view of customer interactions in Dynamics 365 Customer Service help your teams stay informed and maintain control across all channels.
Increase Service Representatives’ Productivity with AI Assistance
Service representatives spend a lot of time searching for correct answers and managing repetitive tasks. Copilot in Dynamics 365 Customer Service helps provide AI-powered knowledge articles, automate repetitive actions, and let representatives focus on resolving customer issues efficiently.
Enable Consistent Omnichannel Customer Engagement
Renowned customer service companies know it better than the most that consistency in communication is the key. Otherwise, it can lead to inconsistent & poor service experiences. Dynamics 365 Customer Service helps you serve your customers across voice, chat, email, and social channels consistently without losing context and continuity in every interaction.
Expand Self-Service and Reduce Support Load
Smart companies focus on reducing dependency on support teams, as it puts operational load on them. Dynamics 365 Customer Service comes with AI-powered chatbots, conversational IVR, and community portals, which let customers resolve issues independently and in real-time.
Improve Service Quality with Agentic Capabilities
Keeping up with the service quality when you are growing at scale can be challenging but that’s not the case when you have Dynamics 365 Customer Service. It has got you covered with its AI agents to automate case management, keep knowledge content up to date, identify customer intent, and monitor service quality across interactions.
Witness improved response times, enhanced service quality, and more consistent customer experiences across channels with D365 Customer Service.
Case Management Agent
Manual case management not just eats up a lot of productive time but also slows down resolution and increases workload. Case Management Agent in Dynamics 365 Customer Service streamlines this process through automation. From creation to resolution, cases are handled with greater consistency, reduced handling time, and minimal manual intervention.
Customer Knowledge Management Agent
Outdated or incomplete knowledge often leads to inconsistent responses. The Customer Knowledge Management Agent in D365 Customer Service analyse case data and continuously refine knowledge articles. This ensures that both service representatives and customers always have access to relevant, up-to-date information during interactions.
Customer Intent Agent
Customer requests can be unclear or vary across channels. The Customer Intent Agent in Dynamics 365 Customer Service recognises intent from conversations that happened via chat, voice, and messaging platforms. This enables more accurate responses, better self-service experiences, and improved routing decisions.
Quality Evaluation Agent
The Quality Evaluation Agent helps customer service companies maintain service standards at scale. It monitors interactions from both human-assisted and automated channels to evaluate quality, detect patterns, and highlight areas for improvement. This helps companies maintain consistency as they scale.
Copilot Capabilities in Customer Service
Service representatives are supported by Copilot throughout their workflow. Instead of searching multiple systems, they can interact using natural language to:
• Access customer and case information instantly
• Receive recommended knowledge articles during conversations
• Generate contextual responses for faster communication
• Troubleshoot issues using AI-guided suggestions
Dynamics 365 Customer Service Professional
Dynamics 365 Customer Service Professional provides core customer service capabilities, including case management, knowledge management, and basic self-service. It is suitable for organisations looking to establish structured and efficient support operations.
£38.40 per user per month, paid yearly
Contact us*Price excludes VAT
Dynamics 365 Customer Service Enterprise
Dynamics 365 Customer Service Enterprise offers advanced customer service capabilities to provide personalised customer experiences, improve service reps' productivity, and optimise operations with AI-driven insights and automation.
£80.70 per user per month, paid yearly
Contact us*Price excludes VAT
Dynamics 365 Customer Service Premium
Dynamics 365 Customer Service Premium offers a complete, AI-powered contact centre solution with agentic service capabilities. It supports advanced engagement, automation, and intelligent assistance throughout all service channels.
£149.90 per user per month, paid yearly
Contact us*Price excludes VAT
Dynamics 365 Customer Service is an intelligent, agent-based service solution that lets you manage customer interactions, resolve cases, and deliver support across multiple channels.
It allows customer-focused firms to resolve issues faster, boost service representatives’ productivity, and deliver consistent, personalised support across channels such as voice, chat, email, and social platforms.
It uses Copilot to help service reps troubleshoot issues, draft responses, and access relevant knowledge articles. AI-based routing ensures cases are assigned to the most suitable representative, reducing delays.
Cases are managed within a unified platform where service representatives can track interactions, access customer history, and resolve issues efficiently with AI assistance and automation.
AI agents automate key service functions such as case lifecycle management, knowledge updates, customer intent detection, and service quality monitoring to improve efficiency and consistency.