Dynamics 365 for Customer
Service
Expectations are rising. Customers want quick, relevant answers on any channel, even on the go. Differentiate your brand with Microsoft Dynamics 365 for Customer Service. Built-in intelligence delivers faster, more personalised service and adds value to every interaction.
Engage with customers on any channel or device
CREATE EFFORTLESS SUPPORT EXPERIENCES
Make it easy to find answers through self-service, community, or social channels. Intelligently route cases from any channel to the right agent for quick resolution.
LEVERAGE ARTIFICIAL INTELLIGENCE THROUGH VIRTUAL AGENTS
Automate resolution and free up agents for high-value interactions with Dynamics 365 Customer Service. Built on the most powerful artificial intelligence framework in the market, service bots are smart, fast, and always available.
RESOLVE ISSUES WITH PREDICTIVE CARE
Keep customers happy by avoiding service and support issues. Dynamics 365 Customer Service allows you to analyse data from connected devices and take action before warning signs become a problem.


Deliver fast, personalised service and support
GUIDE AGENTS TO OPTIMAL OUTCOMES
Intelligent automation in Dynamics 365 Customer Service dynamically guides agents to the right actions by surfacing relevant information exactly when they need it through a single interface.
PERSONALISE SERVICE WITH A COMPLETE CUSTOMER VIEW
Deliver value at every touchpoint. A 360-degree view of each customer’s journey available in Dynamics 365 Customer Service enables agents to anticipate needs and personalise every interaction.
EMPOWER AGENTS WITH ARTIFICIAL INTELLIGENCE
Empower agents to be more productive and avoid escalations. Agent-facing bots use contextual data about customers and your business to make smart recommendations.
Learn from every interaction
LEARN FROM CUSTOMERS & TURN INSIGHTS INTO ACTIONS
Create opportunities to improve the service experience through direct survey feedback, discussion forums, and social listening. Plus improve service delivery through targeted analysis of contact centre operations and business-critical data. Dynamics 365 Customer Service promotes optimal behaviour with individual games and team competition.
SPEED ONBOARDING AND ADOPTION
Quickly onboard new agents and keep them up to date on new features and identified best practices with tailored in-app learning that’s always available in Dynamics 365 Customer Service.
ENABLE AN AGILE SUPPORT MODEL
Optimise staffing levels and allocate resources based on popular channels, trending issues, and required skills to address fluctuations that occur daily and over time.

