Dynamics 365 for Customer Service

Effortless service through any channel
Empower customers and agents with the tools they need to ensure quick and accurate resolution, every time.

Engage with customers on any channel or device

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.

Use AI through virtual agents: automate resolution and free up agents for high-value interactions. Built on the most powerful AI customer service 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. Analyze data from connected devices and take action before warning signs become a problem.


Deliver fast, personalized service and support

Deliver value at every touchpoint. A 360-degree view of each customer’s journey enables agents to anticipate needs and personalize every interaction.

Use service and support as an upsell or cross-sell opportunity by empowering agents with machine learning driven recommendations.

Empower agents with AI customer service assistants: empower agents to be more productive and avoid escalations.


Learn from every interaction

Create opportunities to improve the service experience through direct survey feedback, discussion forums, and social listening.

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.

Optimize staffing levels and allocate resources based on popular channels, trending issues, and required skills to address fluctuations that occur daily and over time.


Get additional AI-driven insights to improve support

Build loyalty: quickly identify and respond to current and emerging trends with built-in artificial intelligence (AI).

Improve satisfaction: reduce wait times, improve resolution rates, and increase customer satisfaction.

Increase operational efficiency: quickly evaluate and respond to key performance indicators with out-of-the-box dashboards.

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