Explore Dynamics 365 Customer Service capabilities
Introducing the new voice channel
Personalise service with 360-degree customer views
Deliver value at every touchpoint and personalise every interaction. Better anticipate customer needs by using Dynamics 365 Customer Insights for a 360-degree view of each customer’s profile.
Interact with customers on their preferred channel—including voice, chat, SMS, Facebook Messenger, WhatsApp, WeChat, and LINE, and more—from a single, unified agent desktop.
Create a single, consistent service experience through a threaded view of the customer journey. Ensure every customer receives a unified experience, even if their case is transferred between agents or across channels.
Offer on-demand support with self-service portals. Give customers access to knowledge articles and AI-powered virtual agents to quickly resolve issues, saving time for your customers and your agents.
Empower your teams with enhanced productivity tools
Optimise agent performance and improve customer engagement by analysing operations and interactions. Built-in analytics track real-time sentiment, knowledge-management insights, and support-topic clustering across channels.
Easily switch among open cases or tasks. Give agents the option to work across multiple open cases without losing context of any in-progress work.
Engage experts faster with cross-company collaboration. Use Microsoft Teams to help agents easily connect with subject-matter experts to resolve complex cases more quickly, regardless of their job function or location.
Intelligently route cases by topic or channel. Automatically assign cases to the agent best equipped to resolve them, reducing customer churn and time to resolution.
Measure and act on customer feedback submitted through surveys after every service engagement. Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.
Transform your break/fix service model into a proactive and predictive service model with Internet of Things (IoT) diagnostics, IoT device updates, and case management on one platform.
Optimise with AI to improve operational efficiency
Help agents get answers faster. AI-powered suggestions read real-time context cues to recommend similar knowledge articles or cases, which agents can reference to resolve customer issues more quickly.
Use insights reporting to identify key trends and automation opportunities across case topics, engagement channels, knowledge management, and customer-satisfaction drivers to enhance support delivery.
Understand customer interactions in real time using sentiment analysis and translation. Give agents the context they need to steer conversations towards a positive resolution.
Explore prebuilt solutions from Microsoft and our partners on AppSource
Health Hero for Dynamics
Omnichannel digital health engagement & social determinants of health
Dynamics 365 Healthcare Accelerator
Rapidly develop healthcare solutions using data model and use case templates based on HL7/FHIR
Hitachi Solutions Engage for Health Plans
Purpose Built Relationship Management for the Health Plan Industry
Hootsuite for Microsoft Dynamics 365
Harness social data to better understand customers, refine sales leads, and optimize marketing
Rescue Live Guide Co-Browse Solution
Rescue Live Guide Co-Browse Solution
The most Microsoft-centric ITSM and ITAM solution available.
The D365 All-Channel Communications Solution
Solgari is the first all-channel, all-functionality cloud communications solution for Dynamics 365.
Avtex Omnichannel solution for Genesys PureCloud
Avtex's InteractionSync integrates Microsoft Dynamics 365 and Genesys PureCloud
Tenfold Next Generation CTI for Dynamics 365
Tenfold Cloud-Based Next Generation CTI for Dynamics 365 Customer Service and Sales