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Dynamics 365 Customer Service

Earn customers for life

Provide self-service support

Automate self-service with virtual agents and rich knowledge base portals.

Tailor customer engagements

Personalize customer interactions using connected experiences.

Elevate agent effectiveness

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.

Customers are transforming

Etihad Airways 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.

  • AI-powered
  • Proactive delivery
  • Native voice
  • Integrated case management
  • Customer support timeline
Microsoft’s voice channel in Customer Service offers the only all-in-one contact center solution on one of the most trusted clouds.
  • Built-in transcription and translation
  • Real-time sentiment analysis
  • Context-driven agent suggestions
Customer Service empowers teams with the productivity pane including smart assist with AI suggestions for knowledge and cases and knowledge search
  • Embedded IoT data
  • Agent alerts
  • Visibility into issue history
Integration with Azure IoT Central enables agents to provide proactive service and fix issues before customers experience them.

Recognized as a Leader

Microsoft is named a Leader in the Gartner® June 2021 Magic Quadrant™ for the CRM Customer Engagement Center.1

Compare Customer Service solutions

Easily identify the solution that’s best suited to your business needs.

Dynamics 365 Customer Service

Limited

Limited   

Incuded

Included   

Add-in

Add-in   
  • Dynamics 365 Customer Service Professional
  • Dynamics 365 Customer Service Enterprise
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

Native voice channel

Include telephone support for an all-in-one contact center.

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Broaden your engagement channel scope

Add rich omnichannel engagement across digital messaging channels.

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Live chat support

Add live chat engagement between customers and agents.

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Native voice for Customer Service

Learn how one solution delivers consistent, connected support across all channels.

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Get started with Dynamics 365 Customer Service

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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.