Explore Dynamics 365 Customer Service capabilities

Personalise service with 360-degree customer views

Deliver value at every touchpoint and personalise 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.

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Empower your teams with enhanced productivity tools

Optimise agent performance and improve customer engagement by analysing operations and interactions using Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences.

Empower agents to be more productive and to avoid escalations. Make smarter recommendations with agent-facing bots that use contextual data about customers and your business.

Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts. Use Microsoft Teams to help resolve complex cases more quickly regardless of job function or location.

Intelligently route cases by topic or channel. Automatically assign cases to the agent best equipped to resolve them by using custom entity routing embedded in Customer Service omnichannel capabilities.

Measure and act on customer feedback submitted through surveys after every service engagement by combining customer data with survey insights from Customer Voice, included with Customer Service.

Transform your break/fix service model into a proactive and predictive service model with Internet of Things (IoT) diagnostics, IoT device updates, and case management on one platform.

Unify technology to get more from your data

Build a single source of truth and make better business decisions with Common Data Service. Get a shared understanding of company-wide business data that’s continually updated as data from different business apps flows into and out of the same data lake.

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Use the Common Data Model to do more with your data. Ensure that customer service agents are referencing the same customer data as other departments in your company, across all business processes and apps.

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Reveal insights from your data with AI when compiled in a single secure location. Realise its full potential by combining Customer Service with industry-leading AI apps—including Microsoft Power Virtual Agents, Customer Insights, and Customer Service Insights.

Learn more about Dynamics 365 AI