Dynamics 365 Customer Service capabilities

Exceed customer expectations by delivering exceptional service on any channel.

Capabilities

Activate virtual agents for modern self-service solutions
Give customers direct access to your knowledge base
Share knowledge through community portals

Activate virtual agents for modern self-service solutions

Quickly address and resolve issues using AI-powered virtual agents, freeing agents to handle more complex matters.

Give customers direct access to your knowledge base

Deliver immediate access to the right content at the right time on the right channel.

Share knowledge through community portals

Collaborate, share tips, and glean rich insights from experts and external users.

Get a 360-degree view of your customer
Help customers engage on their terms
Anticipate customer needs
Automatically assign requests to the best-suited agent

Get a 360-degree view of your customer

Give agents a holistic view of the customer’s profile and previous interactions with your support team.

Help customers engage on their terms

Omnichannel support delivers consistent, connected experiences across channels, including voice, chat, text, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line—all from a unified agent desktop.

Anticipate customer needs

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

Automatically assign requests to the best-suited agent

Resolve issues faster by using AI and rules to classify, prioritise, and assign customer support enquiries from all channels to the most qualified agent.

Help agents get answers faster
Multitask with ease
Strengthen cross-team collaboration
Act on customer feedback
Streamline the knowledge-search experience

Help agents get answers faster

Get AI-powered suggestions that use real-time context cues to recommend similar knowledge articles or cases, and reference those resources to resolve customers’ issues quickly.

Multitask with ease

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

Strengthen cross-team collaboration

Quickly resolve complex cases using intelligent collaboration and swarming with Microsoft Teams embedded into the agent desktop.

Learn about Microsoft Teams

Act on customer feedback

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

Learn about Customer Voice

Streamline the knowledge-search experience

Give agents the information needed to resolve issues quickly by connecting disparate database sources with federated knowledge search.

Analyse comprehensive support insights
Adapt quickly to real-time customer sentiment
Monitor success using unified KPIs
Understand agent behaviour with knowledge-search insights

Analyse comprehensive support insights

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

Adapt quickly to real-time customer sentiment

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

Monitor success using unified KPIs

Get actionable insights and improved visibility into how agents and support topics are affecting organisational key performance indicators (KPIs).

Understand agent behaviour with knowledge-search insights

Identify knowledge-article gaps by analysing the topics agents are searching for to help resolve customer issues.

Proactively fix device issues
Enhance support with integrated IoT alerts
Monitor device health index

Proactively fix device issues

Send remote commands using the Internet of Things (IoT) to resolve issues before customers even notice.

Enhance support with integrated IoT alerts

Identify devices in need of attention using the embedded alerts in the agent dashboard.

Monitor device health index

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

Explore Dynamics 365 Customer Service

See how Customer Service works

Explore short videos to learn how Dynamics 365 Customer Service helps you earn customers for life.

Watch a demo

Transform support with Customer Service

Exceed expectations with a customer service solution that supports seamless experiences for both your customers and employees.

Get started

Deliver an all-in-one contact centre

Provide exceptional customer experiences across every channel, including the new voice channel built within the all-in-one contact centre.

Read the blog

Transform customer service and field service

Learn about the Customer Service capabilities in the 2021 release wave 2 to help you earn customers for life.

Learn more

"We use Dynamics 365 Customer Service as the backbone for enhancing the patient experience and to provide frictionless access to Inspira clinical resources. ”

Tom Pacek
Chief Information Officer, Inspira Health Network

Read the story

All-in-one digital contact centre

Deliver omnichannel engagement
Quickly resolve enquiries through natural, humanlike interactions
Enhance efficiencies with unified routing across all channels
Empower productive agents with intelligent case management
Improve service operations with AI-driven processes and analytics
Easy to start, easy to scale cloud contact centre

Provide seamless, connected experiences across every channel and every customer interaction.

Learn more

Build an interactive voice response (IVR) and chatbot for text, chat, and social messaging. Or choose hosted Nuance Conversational IVR, which offers natural, humanlike interactions.

Learn more

Resolve issues quickly using AI and rules to classify, prioritise, and assign customer-support enquiries from all channels to the best-suited agent.

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Improve agent experience with AI-driven capabilities such as real-time transcription, translation, and sentiment analysis. Surface knowledge articles and similar cases to help resolve issues faster.

Learn more

Use AI-driven insights across the customer journey to identify opportunities for improvement. Sharpen your vision with a complete view of customers to build loyalty.

Learn more

Set up your contact centre in just a few clicks. Add onsite or remote agents and start engaging with your customers in minutes. It’s that easy.

Learn more Try for free

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Get started with Dynamics 365 Customer Service

Engage customers and provide omnichannel support.
Empower agents with the right information at the right time for quick resolutions.
Monitor and improve operations with insights for increased productivity.

No credit card required or software to install.

Dynamics 365 Customer Service

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Dynamics 365 Customer Service capabilities

Capabilities

Activate virtual agents for modern self-service solutions

Give customers direct access to your knowledge base

Share knowledge through community portals

Get a 360-degree view of your customer

Help customers engage on their terms

Anticipate customer needs

Automatically assign requests to the best-suited agent

Help agents get answers faster

Multitask with ease

Strengthen cross-team collaboration

Act on customer feedback

Streamline the knowledge-search experience

Analyse comprehensive support insights

Adapt quickly to real-time customer sentiment

Monitor success using unified KPIs

Understand agent behaviour with knowledge-search insights

Proactively fix device issues

Enhance support with integrated IoT alerts

Monitor device health index