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 leverage rich insights from experts and external users.

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

Omnichannel support delivers consistent, connected experiences across channels including voice, chat, SMS, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line—all from a unified agent desktop.

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

AI-powered suggestions use real-time context cues to recommend similar knowledge articles or cases. Agents can reference those resources to resolve customers’ issues quickly.

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

Use Microsoft Teams, now integrated directly within the agent desktop, to help agents connect with subject-matter experts and resolve complex cases quickly, regardless of their job function or location.

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

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

Built-in AI detects 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 toward a positive resolution.

Get actionable insights and improved visibility into how agents and support topics are affecting organizational KPIs.

Help knowledge managers identify knowledge article gaps by understanding what topics agents are searching for to help resolve customer issues.

Send remote commands to resolve issues before customers even notice that anything’s wrong.

Help agents identify devices in need of attention with embedded alerts in the agent dashboard.

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