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Dynamics 365 Customer Service

Earn customers for life

Exceed customer expectations with maximized service operations and improved agent efficiency.

Make agents’ work effortless

Help agents close cases faster with AI-driven productivity tools that support agents with the right information at the right time.

Make agents’ work effortless

Enable intelligent self-service

Help customers help themselves with virtual agents and knowledge base portals.

Enable intelligent self-service

Optimise service operations

Cut costs by working from a single, comprehensive platform that provides insights and adapts to future needs.

Optimise service operations

Meet customers where they are

Connect with customers on their preferred channel and deliver consistent experiences.

Meet customers where they are

Show them you know them

Recognize and quickly connect with customers to personalize and secure interactions.

Show them you know them
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Empower agents to close cases faster and decrease their backlogs

Automate manual processes and leverage AI to enable self-service for agent productivity.
80 percent decrease in case backlogs
73 percent decrease in average agent handling time

How customers are using Customer Service

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Streamlining product service by 75 percent

SHI Cryogenics built a cloud-based engagement platform that streamlines product service by more than 75 percent and increases production from 700 to 1,500 units per year.

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Saving up to 3,850 hours per week

Westpac New Zealand transitioned its on-premises CRM environment to Dynamics 365 Customer Service, saving the bank’s workers as much as 3,850 hours per week on process automation.

Gearing up for growth in fire protection

Gearing up for growth in fire protection

“With Dynamics 365, we can quickly adapt as the company continues to grow and make acquisitions. We are able to work in an agile manner, grow internal talent, and evolve as a company—and that's been motivating and very exciting.”

Petter A. Vangstein
Chief Digital Officer, Firesafe

Earn customers for life

Provide seamless, end-to-end experiences within a single solution built on the Microsoft Cloud to deliver consistent, connected support across channels.

  • Native voice
  • Integrated case management
  • Customer support timeline
Microsoft’s voice channel in Customer Service offers the only all-in-one contact centre solution on one of the most trusted clouds.
  • Built-in transcription and translation
  • Real-time sentiment analysis
  • Context-driven agent suggestions
Customer Service empowers teams with the productivity pane including smart assist with AI suggestions for knowledge and cases and knowledge search
  • Embedded IoT data
  • Agent alerts
  • Visibility into issue history
Integration with Azure IoT Central enables agents to provide proactive service and fix issues before customers experience them.

Recognized as a Leader

Microsoft Dynamics 365 is named a Leader in The Forrester Wave™: CRM Suites, Q3 2022.

Compare Customer Service solutions

Easily identify the solution that’s best suited to your business needs.

Dynamics 365 Customer Service

Limited

Limited   

Incuded

Included   

Add-in

Add-in   
  • Dynamics 365 Customer Service Professional
  • Dynamics 365 Customer Service Enterprise
Dynamics 365 Customer Service Professional
Dynamics 365 Customer Service Enterprise
Unlimited named users

Included

Included

Case management

Included

Included

Knowledge management

Included

Included

Embedded intelligence

Not included

Included

Analytics and reporting

Not included

Included

Omnichannel add-in support

Not included

Available as Addon

Application customisations

Add-in

Included

Extend Customer Service with omnichannel capabilities

Native voice channel

Include telephone support for an all-in-one contact centre.

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Broaden your engagement channel scope

Add rich omnichannel engagement across digital messaging channels.

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Live chat support

Add live chat engagement between customers and agents.

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Get started with Dynamics 365 Customer Service

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