Dynamics 365 Customer Service
Earn customers for life
Transform customer experiences by empowering agents to drive faster resolution using generative AI and automation.
Optimise service operations
Cut costs by working from a single, comprehensive platform that provides insights and adapts to future needs.
Meet customers where they are
Connect with customers on their preferred channel and deliver consistent experiences.
Show them you know them
Recognise and quickly connect with customers to personalise and secure interactions.
Empower agents to close cases faster and decrease backlogs
Enable scale through automation of repeatable tasks and resolve customer needs quickly and easily with intelligent self-service.
80%
Decrease in case backlog1
73%
Reduction in average agent handling time1
50%
Time savings from improved agent productivity.1
1Results from a government agency interviewed for The Total Economic Impact™ of Microsoft Dynamics 365 Customer Service, 2020, a commissioned study by Forrester Consulting.
How customers are using Customer Service
Streamlining product service by 75 percent
SHI Cryogenics built a cloud-based engagement platform that streamlines product service by more than 75 percent and increases production from 700 to 1,500 units per year.
Saving up to 3,850 hours per week
Westpac New Zealand transitioned its on-premises CRM environment to Dynamics 365 Customer Service, saving the bank’s workers as much as 3,850 hours per week on process automation.
Gearing up for growth in fire protection
“With Dynamics 365, we can quickly adapt as the company continues to grow and make acquisitions. We are able to work in an agile manner, grow internal talent, and evolve as a company—and that's been motivating and very exciting.”
Petter A. Vangstein
Chief Digital Officer, Firesafe
Earn customers for life
Provide seamless, end-to-end experiences within a single solution built on the Microsoft Cloud to deliver consistent, connected support across channels.
All-in-one solution
- Native voice
- Integrated case management
- Customer support timeline
- Built-in transcription and translation
- Real-time sentiment analysis
- Context-driven agent suggestions
- Embedded IoT data
- Agent alerts
- Visibility into issue history
Recognised as a Leader
Microsoft Dynamics 365 is named a Leader in The Forrester Wave™: CRM Suites, Q3 2022.
Compare Customer Service solutions
Easily identify the solution that’s best suited to your business needs.
Dynamics 365 Customer Service
Limited
Incuded
Add-in
|
Dynamics 365 Customer Service Professional
|
Dynamics 365 Customer Service Enterprise
|
|
|---|---|---|
| Unlimited named users |
Included |
Included |
| Case management |
Included |
Included |
| Knowledge management |
Included |
Included |
| Embedded intelligence |
Not included |
Included |
| Analytics and reporting |
Not included |
Included |
| Omnichannel add-in support |
Not included |
Available as Addon |
| Application customisations |
Add-in |
Included |
Extend Customer Service with omnichannel capabilities
Broaden your engagement channel scope
Add rich omnichannel engagement across digital messaging channels.
Contact us
Explore Microsoft AppSource solutions
Get started with Dynamics 365 Customer Service
How can we help?
Connect with a Microsoft specialist or partner to learn how Dynamics 365 helps grow your business and customer base, ask pricing and licensing questions, or set up a free demo and trial. We’ll contact you within two business days.
For product assistance, get technical support.
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Try Dynamics 365 Customer Service free for 30 days
Provide exceptional, personalised, seamless service to earn customers for life. In this trial, you’ll learn how to:
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Engage customers and provide omnichannel support.
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Empower agents with the right information at the right time for quick resolutions.
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Monitor and improve operations with insights for increased productivity.
Dynamics 365 Customer Service
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