Dynamics 365 Customer Service capabilities
Discover the end-to-end solution that delivers consistent, connected support across all channels.
- 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.
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"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."
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.