Dynamics 365 for Customer Service capabilities
Personalize customer service and create effortless support experiences through any channel and on any device.
Deliver fast, personalized service and support
Deliver value at every touchpoint
A 360-degree view of each customer’s journey enables agents to anticipate needs and personalize every interaction.
Guide agents to optimal outcomes
AI-driven insights guide agents to the right actions by surfacing relevant information exactly when they need it.
Resolve issues proactively
Avoid service and support issues with predictive care. Analyze data from connected devices and take action before warning signs become a problem.
Engage with customers on any channel or device
Make it easy to find answers through self-service, communities. Intelligently route cases from any channel to the right agent for quick resolution.
Learn from every interaction
Improve agent performance
Analyze contact center operations and agent interactions to improve customer engagement. Promote optimal behavior with individual games and team competition.
Speed onboarding and adoption
Quickly onboard new agents and keep them up to date on new features and identified best practices with tailored in-app learning.
Enable an agile support model
Optimize staffing levels and allocate resources based on popular channels, trending issues, and required skills to address fluctuations that occur daily and over time.
Innovate with AI-driven insights
Use intelligent, adaptable virtual agents
Provide better customer service with Dynamics 365 Virtual Agent for Customer Service. Enable customer service experts to easily create and enhance bots with AI-driven insights.
Ensure the best performance
Empower customer service managers to make data-driven decisions that improve customer satisfaction and workforce productivity with Dynamics 365 Customer Service Insights.
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