Dynamic 365 for Customer Service

Dynamics 365 for Customer Service helps you build brand affinity and customer loyalty by providing customers with seamless, personalised experiences. Ensure every client interaction is dealt with quickly and effectively to optimise performance and build the reputation your brand deserves.

Dynamics for 365 Customer Service Capabilities

Microsoft Dynamics 365 for Customer Service

Use any channel or device to engage customers

Make support effortless for customers: Dynamics 365 Customer Service makes it easy for them to find the answers they need, via self-service, a community, or social channels. To resolve queries quickly, it routes them intelligently from any channel to the right agent.
Take advantage of AI using virtual agents: Free up your human agents for high-value interactions by automating resolution for less important ones with Dynamics 365 Customer Service. Its artificial intelligence framework is the most powerful in the market. Its service bots are always available, smart and fast.
Keep customers happy with predictive care: Dynamics 365 Customer Service enables you to analyse data from connected devices. Then you can resolve service and support issues before they become bigger problems.

Personalise your service, deliver it fast

Help agents optimise outcomes: Dynamics 365 Customer Service features intelligent automation that collects relevant information when agents need it. Data is delivered through a single interface and dynamically guides agents to the right actions.
Gain a complete customer view for personalised service: Offer a 360-degree view of each customer’s journey. This helps agents to anticipate needs, personalise every interaction, and deliver value at every touchpoint.
Give agents an artificial intelligence advantage: Using contextual data about customers and your business, agent-facing bots make smart recommendations, empowering agents to avoid escalations and be more productive.

personalise your service
learn from interactions

Learn from every interaction

Turn customer insights into actions: Dynamics 365 Customer Service uses direct survey feedback, discussion forums, and social listening to help you improve your customers’ service experience. In addition, targeted analysis of contact centre operations and business-critical data helps improve service delivery.
Accelerate onboarding: The application offers tailored in-app learning that speeds up the onboarding of new agents and keeps them informed of new features and identified best practices.
Make your support more agile: Your organisation can have an agile support model that optimises staffing levels and uses popular channels, trending issues, and required skills to allocate resources. This addresses fluctuations that happen daily and over time.

Enable customer service innovation

Adapt quickly to changing needs: With Dynamics 365 Customer Service, you can accelerate your time to market. Use no-code visual editors and tools to build and deploy web and mobile apps easily and adapt the application to your needs. Also, the software’s artificial intelligence provides deep insights that transform customer interactions and guide your teams to the right business outcomes.
Integrate your service systems: Create better engagement experiences by automating processes across Dynamics 365 Customer Service, the Dynamics 365 stack applications, and third-party systems.
Be confident about your investment: If you’re looking to reduce the cost and complexity of operating a global infrastructure, you can rely on Dynamics 365 Customer Service and the Microsoft cloud platform. If you’re concerned about the security of your data, you can trust Microsoft’s state-of-the-art data centres.

enable innovation

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Explore other CRM modules

Dynamics works better together. Explore other CRM modules here:

Field Service

Simplify logistical operations when your business is carrying out services offsite.


Empower your sales team with the technology they need to connect with potential customers and secure purchases quicker.

Customer Service

Build brand affinity and customer loyalty by providing every customer with a seamless, personalised experience.


Execute effective marketing campaigns and access embedded analytics in one place.

Customer Voice

Gather data to gauge real-time client satisfaction and analyse across the entire organisation and for each unique client contact.