Dynamics 365 Customer Service
Take the guesswork out of case resolution using AI-driven productivity tools that equip agents with the right information at the right time.
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Provide self-service options
Activate virtual agents for modern self-service solutions; Quickly address and resolve issues using AI-powered virtual agents, freeing agents to handle more complex matters.
Give customers direct access to your knowledge base; Deliver immediate access to the right content at the right time on the right channel.
Share knowledge through community portals; Collaborate, share tips, and glean rich insights from experts and external users.
Deliver proactive service with IoT
Detect and correct problems before your customers even notice with embedded Internet of Things (IoT) signals and alerts.
Personalize customer experiences
Get a 360-degree view of your customer; Give agents a holistic view of the customer’s profile and previous interactions with your support team.
Help customers engage on their terms; Omnichannel support delivers consistent, connected experiences across channels, including voice, chat, text, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line—all from a unified agent desktop.
Anticipate customer needs; Get at-a-glance views of the customer’s conversation summary, support history, and recent cases.
Automatically assign requests to the best-suited agent; Resolve issues faster by using AI and rules to classify, prioritize, and assign customer support inquiries from all channels to the most qualified agent.
Recognized as a Leader
Microsoft is named a Leader in the June 2021 Gartner® Magic Quadrant™ for the CRM Customer
Engagement Center.
Increase agent productivity
Help agents get answers faster; Get AI-powered suggestions that use real-time context cues to recommend similar knowledge articles or cases, and reference those resources to resolve customers’ issues quickly.
Multitask with ease; Give agents the option to work across multiple open cases without losing context or work in progress.
Strengthen cross-team collaboration; Quickly resolve complex cases using intelligent collaboration and swarming with Microsoft Teams embedded into the agent desktop.
Act on customer feedback; Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.
Streamline the knowledge-search experience; Give agents the information needed to resolve issues quickly by connecting disparate database sources with federated knowledge search.