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Dynamics 365 Customer Service capabilities

Discover the end-to-end solution that delivers consistent, connected support across all channels.

Capabilities

  • Activate virtual agents for modern self-service solutions
  • Interact with customers on their preferred channel
  • Anticipate customer needs

Activate virtual agents for modern self-service solutions

Give customers access to knowledge articles and AI-powered virtual agents to quickly resolve issues, so your agents can use their time to address more complex customer problems.

Interact with customers on their preferred channel

Omnichannel support includes voice, chat, SMS, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line, all from a unified agent desktop.

Anticipate customer needs

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

  • Help agents get answers faster
  • Easily switch between open cases or tasks
  • Engage experts faster
  • Analyze and act on customer feedback

Help agents get answers faster

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

Easily switch between open cases or tasks

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

Engage experts faster

Use Microsoft Teams to help agents connect with subject-matter experts and resolve complex cases quickly, regardless of their job function or location.

Analyze and act on customer feedback

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

  • Analyze comprehensive support insights
  • Adapt quickly to real-time customer sentiment
  • Track success against key performance indicators
  • Enhance your knowledge base with knowledge search insights

Analyze comprehensive support insights

Built-in AI detects emerging trends and automation opportunities across support topics, agents, engagement channels, and knowledge management to enhance support delivery.

Adapt quickly to real-time customer sentiment

Understand customer interactions in real time using sentiment analysis and translation. Give agents the context they need to steer conversations toward a positive resolution.

Track success against key performance indicators

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

Enhance your knowledge base with knowledge search insights

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

  • Proactively fix device issues
  • Enhance support with integrated IoT alerts
  • Monitor device health index

Proactively fix device issues

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

Enhance support with integrated IoT alerts

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

Monitor device health index

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

The Contingent logo
"We made an all-in investment in technology. Our initiative has subsequently expanded tenfold. It wasn’t until we moved to Dynamics 365 that we were actually able to grow."

Ben Sand
CEO, The Contingent

Introducing the new voice channel

With integration enabled by Azure Communication Services, get immediate access to insights—from customer interactions to AI-driven topic clustering—to quickly identify factors that affect customer satisfaction.

Resolve customer issues fast using self-service solutions like conversational virtual agents and agent productivity tools like call transcription and sentiment analysis.

Whether the conversation takes place on a voice or digital messaging channel, support remains consistent and connected—resulting in personalized customer experiences and more successful outcomes.

Explore prebuilt solutions from our partners on AppSource

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