With Dynamics 365 Customer Service, you gain a powerful service platform designed to help you manage enquiries, complaints, and cases with greater speed, clarity, and consistency. Whether your customers reach out by phone, email, chat, web forms, or through a self-service portal, every interaction is captured in one connected system so they never have to repeat themselves.
You can manage cases, route enquiries intelligently, give your team full visibility of the customer, and equip them with AI-powered support to resolve issues faster. Knowledge management, unified routing, interaction history, and intelligent assistance work together to help your team focus on solving problems rather than searching for information.
Choosing the right solution should feel clear and confident. Our role is to help you decide whether this platform is genuinely the right fit for the way you manage enquiries, support customers, and run your service operation today, while also identifying any potential gaps and how they could be addressed from the outset.
We take the time to understand how your team works today, how enquiries reach you, the processes you use to manage requests or complaints, and where the biggest pressures exist for your agents and service teams.
From there, we look more closely at your requirements and opportunities, and how Dynamics 365 Customer Service could support a more connected service environment, working alongside tools such as your CRM, Teams, and Dynamics 365 Contact Centre where needed.
By the end of the process, you will have a clear view of whether this solution is right for you and how it could support a more efficient, responsive, and scalable service operation.
Manage every case in one place. Give your team a structured way to manage enquiries, requests, and complaints from start to resolution. Whether you are supporting residents, customers, or members, every case is tracked in one place so you always have visibility of what is happening and what needs attention.
Make sure enquiries reach the right person the first time. With unified routing, requests can be prioritised and assigned based on skills, availability, and workload, helping you reduce delays and get customers the help they need faster.
Give your support teams the full picture. Enable them to see the full history of the customer, including previous interactions and open cases, so they can respond quickly and confidently without asking customers to repeat information they have already shared.
Equip your team with knowledge articles, AI driven suggestions, and intelligent guidance that helps them find answers quickly and retains knowledge within your business. With new capabilities such as autonomous agents and AI assistance, your service team can resolve more enquiries with greater consistency.
Not every customer wants to pick up the phone. With self-service portals and knowledge bases, you can give people the ability to find answers, log requests, and track issues themselves, reducing pressure on your team while improving the customer experience.
If you run a contact centre, Dynamics 365 Customer Service integrates directly with the Dynamics 365 Contact Centre and can also integrate with your existing platform, such as AWS. This allows you to manage voice, digital channels, routing, and case management from one interface, giving your entire service team a more unified way of working.
| Duration | 2-4 months per phase | Dependent on recovery needs | |
| Scope | Variable | Variable | |
| Level of configuration | Unlimited | Unlimited | |
| Reporting | Tailored | Custom | |
| Data Migration | |||
| Suitable for companies with legacy CRM | |||
| Number of users | 10+ | 10+ | |
| Single view of business/function data | |||
| Secure and trusted Microsoft platform | |||
| Access anywhere on any device | |||
| Collaboration with existing Microsoft tools | |||
| Live reporting and insights to understand your data, trends and risks | |||
| Data import | |||
| Fully managed with break fix and unlimited adhoc training | Including ongoing optimisation, tailored training and ongoing adjustments. | Including ongoing optimisation, tailored training and ongoing adjustments. | |
| Self-Service portal | |||
| Advanced BI and reporting | |||
| Advanced marketing automation | |||
| Change management | |||
| Automation |
