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Customer service agents at work

Microsoft Dynamics 365 Customer Service

Earn customers for life

Enable personalised, self-service solutions

Automate self-service with virtual agents and rich knowledge base portals. Further personalise service with tailored experiences supported by 360˚ customer views.

Empower teams with tools for increased agent productivity

Take the guesswork out of case resolution using AI-driven productivity tools that equip agents with the right information at the right time.

Optimise service with actionable insights

Leverage AI-driven insights and analytics to improve agent and customer experiences.

Deliver proactive service with IoT

Embedded IoT signaling and alerts detect and correct problems before your customers even notices that anything’s wrong.

Customers are transforming with Dynamics 365 Customer Service

Etihad Airways reaches new heights

Committed to creating seamless customer experiences, Etihad Airways deployed Customer Service, enabling a live chat service for faster response times.

Earn customers for life

Provide seamless, end-to-end customer service experiences within a single solution built on the Microsoft cloud to deliver consistent, connected support across channels.

  • AI-powered
  • Proactive delivery
  • Native voice
  • Integrated case management
  • Customer support timeline
Microsoft’s voice channel in Customer Service offers the only all-in-one contact centre solution on one of the most trusted clouds.
  • Built-in transcription and translation
  • Real-time sentiment analysis
  • Context-driven agent suggestions
Customer Service empowers teams with the productivity pane including smart assist with AI suggestions for knowledge and cases and knowledge search
  • Embedded IoT data
  • Agent alerts indicate problems
  • Visibility into issue history
Integration with Azure IoT Central enables agents to provide proactive service and fix issues before customers experience them.

Gartner recognises Microsoft as a Leader

Gartner once again names Microsoft a Leader in the 2020 Magic Quadrant for the CRM Customer Engagement Center.1

Compare Customer Service products

Easily identify the product that is best-suited to your business needs.

Dynamics 365 Customer Service

Limited    Included    Add-in   
  • Dynamics 365 Customer Service Professional
  • Dynamics 365 Customer Service Enterprise

Dynamics 365 Customer Service Professional

Dynamics 365 Customer Service Enterprise

Unlimited named users
Case management
Knowledge management
Embedded intelligence
Analytics and Reporting
Omnichannel add-in support
Application customisations

Extend Customer Service with omnichannel capabilities

Digital Messaging Add-in

Chat Add-in

Broaden your engagement channel scope

Rich omnichannel engagement across digital messaging channels

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Live chat support

Live chat omnichannel engagement between customers and agents

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Announcing native voice for Dynamics 365 Customer Service

One solution delivers consistent, connected support across all channels.

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1 Gartner does not endorse any supplier, product or service depicted in its research publications, and does not advise technology users to select only those suppliers 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.