Dynamics 365 Customer Service capabilities

Give customers access to knowledge articles and AI-powered virtual agents to quickly resolve issues, so your agents can use their time to address more complex customer problems.

Omnichannel support includes voice, chat, SMS, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line, all from a unified agent desktop.

Get at-a-glance views of the conversation summary, timeline of support interaction history, and a customer’s recent cases.

AI-powered suggestions leverage real-time context cues to recommend similar knowledge articles or cases. Agents can reference those resources to resolve customers’ issues quickly.

Give agents the option to work across multiple open cases without losing any work in progress.

Use Microsoft Teams to help agents connect with subject-matter experts and resolve complex cases quickly, regardless of their job function or location.

Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.

Built-in AI detects emerging trends and automation opportunities across support topics, agents, engagement channels, and knowledge management to enhance support delivery.

Understand customer interactions in real time using sentiment analysis and translation. Give agents the context they need to steer conversations towards a positive resolution.

Get actionable insights and improved visibility into how agents and support topics are affecting organisational KPIs.

Help knowledge managers identify knowledge article gaps by understanding what topics agents are searching for to help resolve customer issues.

Send remote commands to resolve issues before customers even notice that anything’s wrong.

Help agents identify devices in need of attention with embedded alerts in the agent dashboard.

Help agents monitor real-time device readings to identify devices that need attention and confirm that fixes were effective.