Dynamics 365 Customer Service
Earn customers for life
Personalize customer experiences
Personalize customer interactions using connected experiences.
Increase agent productivity
Take the guesswork out of case resolution using AI-driven productivity tools that equip agents with the right information at the right time.
Optimize service operations
Use AI-driven insights and analytics to improve agent and customer experiences.
Deliver proactive service with IoT
Detect and correct problems before your customers even notice with embedded Internet of Things (IoT) signals and alerts.
Introducing the Microsoft Digital Contact Center Platform
Make every customer engagement exceptional. Discover how to reduce contact center complexity with a single platform.
Customers are transforming
Airline reaches new heights
Committed to creating seamless customer experiences, Etihad Airways deployed Customer Service, enabling a live chat service for faster response times.
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
- All-in-one solution
- AI-powered
- Proactive delivery
- 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
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 customizations |
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
Assess your customer service maturity
Evaluate your level of customer service—identify existing gaps to learn how to build a better service experience.
Get started with Dynamics 365 Customer Service
1
Gartner, Magic Quadrant for the CRM Customer Engagement Center, 15 June 2021, Nadine LeBlanc, Jim Davies, and Varun Agarwal.
GARTNER and Magic Quadrant are registered trademarks and service marks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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Learn about purchase options, implementation and deployment.
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Try Dynamics 365 Customer Service free for 30 days
Provide exceptional, personalized, 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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