Overview
Empower your service reps and transform customer service
Exceed customer expectations by delivering exceptional service on any channel.
- Save service representatives time by using Copilot in Dynamics 365 Customer Service to help diagnose, troubleshoot, and draft customer responses.
- Empower service representatives with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
- Increase first-call resolution with AI-based routing that classifies issues and assigns them to the best-suited service representative.
- Bring together experts who resolved similar cases, and then collaborate in Microsoft Teams for quicker issue resolution.
- Resolve customer issues in real time with intelligent, conversational, generative AI-powered bots.
- Resolve issues quickly through human-like interactions with generative AI-powered, conversational interactive voice response (IVR).
- Increase productivity by automating routine tasks as well as complex transactions.
- Collaborate, share tips, and gather rich insights from other users and experts in personalized community portals.
- Access an omnichannel insights dashboard with AI-driven conversation, channel analytics, and key performance indicators all in one place.
- Detect emerging trends and identify improvements across support topics, service rep-customer interactions, and knowledge management.
- Eliminate manual processes with more than 1,000 prebuilt flows and add custom data connectors to your ecosystem.
- Plan for the right level of staffing based on seasonality, predicted number of cases, and conversational volume with the forecast report feature.
- Reduce costs by building on existing capabilities and interoperating with other business applications—all on a single platform.
- Quickly set up phone systems for service representatives to assist customers on a scalable platform built and operated by Microsoft.
- Provide faster service to customers on their preferred digital channel, including email, text, social network, or virtual assistant.
- Effectively communicate with customers in their chosen language using real-time translation.
- Based on the customer’s emotions and needs, route the case to the right service representative every time.
- Seamlessly manage customer requests from any channel while handling multiple sessions at the same time.
- Deliver personalized responses with AI that registers customer engagement and understands customer intent in real time.
- Gain insights through customers’ interactions and journeys to personalize offers and recommendations.
Microsoft is named a Leader in The Forrester Wave™: CRM, Q1 2025
Discover why Microsoft is recognized for a unified platform, AI capabilities, and an extensive partner network.1
Pricing
Dynamics 365 Customer Service pricing
Dynamics 365 Customer Service Professional
Get core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.
£38.40
user/month, paid yearly
Price does not include VAT.
Get core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.
Price does not include VAT.
The version of Microsoft 365 is not available in your country/region. Visit Microsoft Store to find out which versions of Microsoft 365 are available in your country/region.
Dynamics 365 Customer Service Enterprise
Get advanced customer service capabilities for a personalized experience, improved service representative productivity, and optimised operations.
£80.70
user/month, paid yearly
Price does not include VAT.
Get advanced customer service capabilities for a personalized experience, improved service representative productivity, and optimised operations.
Price does not include VAT.
The version of Microsoft 365 is not available in your country/region. Visit Microsoft Store to find out which versions of Microsoft 365 are available in your country/region.
Dynamics 365 Customer Service Premium
Transform customer engagement with an integrated contact center and CRM service solution—all powered by generative AI.
£149.90
user/month, paid yearly
Price does not include VAT.
Transform customer engagement with an integrated contact center and CRM service solution—all powered by generative AI.
Price does not include VAT.
The version of Microsoft 365 is not available in your country/region. Visit Microsoft Store to find out which versions of Microsoft 365 are available in your country/region.
Partners
Discover Microsoft partners
Consulting services
Access a wide range of architecture planning, implementation, and support services.
Partner apps
Extend and enhance your Dynamics 365 solution with hundreds of prebuilt apps.
FastTrack for Dynamics 365
Go live confidently with onboarding and training led by Microsoft experts and partners.
Customer stories
Real customers, real results
Resources
Find resources in your favorite formats
Next steps
Try Dynamics 365 Customer Service
Provide exceptional, personalized, seamless service to earn customers for life.
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Prices shown are for informational purposes only and may not be reflective of actual list price due to currency, country, and regional variant factors. Your actual price will be reflected at checkout.
- [1]The Forrester Wave™: Customer Relationship Management Software, Q1 2025, Kate Leggett, Linda Ivy-Rosser, Faith Born, March 24, 2025.
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here. - [2]The Total Economic Impact™ of Microsoft Dynamics 365 Customer Service, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, March 2024. Results are for a composite organisation based on interviewed customers.
- [3]Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Drew Kraus, Wynn White, 11 December 2024.
Gartner is a registered trademark and service mark and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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