Dynamics 365 Customer Service

Customer  Service

Microsoft Dynamics 365 for Customer Service is the customer service “App” of the Microsoft Dynamics 365 application suite. Dynamics 365 for Customer Service provides case management, knowledge management, social customer service, and communities and collaboration capabilities on assisted-service, self-service, and social channels for both cloud and on-premise deployment.

With insight from every department in one screen, customer service teams can make the most of every conversation and solve problems more effectively. Likewise, feeding customer service interactions back into the system, opportunities and issues can be flagged for other departments. Use Dynamics 365 for Customer Service to unify the way customers and prospects experience your business — across self-service, peer-to-peer service and assisted services.

  • Use built-in intelligence to identify trends, anticipate customer needs and gain insights into customer behavior
  • Empower agents with data to deliver fast and efficient customer service even from their mobile devices
  • Empower CS teams with a single, unified source of all customer information
  • Get a 360-degree view of each customer’s journey


Deliver value at every touch-point

and personalize every interaction. Better anticipate customer needs by using Dynamics 365 Customer Insights 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.

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