Dynamics 365 Customer Service capabilities

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

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

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

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

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.

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

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

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.

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

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

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

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

Using built-in AI, detect 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 key performance indicators (KPIs).

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

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

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

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