What Is Dynamics 365 Customer Service?

Microsoft Dynamics 365 Customer Service connects your customers with the support resources they need. The software aims to make multiple customer cases more manageable through an omnichannel approach. If you’re in the market for customer service software that will boost your productivity and efficiency, Dynamics 365 Customer Service might be for you!

What You’ll Manage

  • Case Routes and Queues
  • Knowledge Base Content
  • Service-Level Agreements (SLAs)
  • Service Terms and Entitlements
  • Performance and Productivity
  • Service Schedules
  • Multi-Channel Conversations

How You’ll Benefit

  • Add value to each customer interaction
  • Easily view full customer and case data in one window
  • Customize reports and dashboards
  • Close tickets faster and make customers happier

What Does Dynamics 365 Customer Service Do?

Dynamics 365 Customer Service creates agent-focused interactions with customers, ensuring that every support need is handled quickly and efficiently. The software pulls from other Microsoft solutions like Outlook to paint a full picture of each customer support request. Within the Customer Service workspace, you can view emails and past communications, service terms and support provisions, and every other piece of information you’ll need to diagnose and resolve a customer’s issue. The one-window philosophy additionally makes it easier to contact the customer to set up an on-site or virtual appointment.

The Customer Service module also includes a Knowledge Base library where you can store documents for easy reference. When your customer service representatives respond to customer cases, the software automatically filters through the library based on case keywords to find relevant materials. That way, customer service agents can reference diagnostic materials and even send documents to customers.

Dynamics 365 Customer Service Core Features

  • Multisession Support
  • Chat and Digital Messaging
  • Case Management
  • Knowledge Management
  • Insights
  • Basic Administration
  • Case Routing and Queue Configuration
  • Service Scheduling
  • Connected Service with IoT

Dynamics 365 Customer Service Advanced Features

  • Advanced Analytics and Reporting
  • Omnichannel Add-In Support
  • Advanced Customizations

What Types of Business Would Benefit from Dynamics 365 Customer Service?

The Customer Service application is perfect for mid-market businesses that need to organize Knowledge Base materials, resolve support tickets, and maintain long-term relationships with customers. 

Dynamics 365 Customer Service works particularly well for Microsoft shops and service-based organizations such as software-as-a-service (SaaS) businesses. If your company uses the Microsoft 365 Office application and Power Platform, you’ll experience the full power of Customer Service. With its multi-session and multi-channel capabilities, Dynamics 365 Customer Service will pull communications from Office and generate workflows with Power Automate. These integrations reduce the number of clicks required per task to save time and provide better data visibility.

What Add-Ons Are Available for Dynamics 365 Customer Service?

Dynamics 365 Customer Service pulls information from other solutions in your software environment to provide as much information as possible about a case or customer. Integrations with Outlook and Power Automate are crucial to make the most of the software, providing the “omnichannel” experience that is the solution’s major selling point. When you integrate solutions with Dynamics 365 Customer Service, you’ll be able to do more within a single window, eliminating clicks for menial tasks and saving time.

Add-ons available from Microsoft’s AppSource hub can streamline the software even more. Some of the most popular options include:

  • Customer Voice Survey: Send surveys to customers after specific interactions. You can create automatic survey sends triggered by unique interaction types or events. 
  • Telephone Integrations: Improve the omnichannel experience by syncing your voice chat software with your Customer Service module. 
  • Customer Card Add-Ins: View more information about your customers within your dashboards. Customer Cards include customer histories, goals, and other details to provide more context for your support ticket interactions.
  • Activity Calendars: Manage your on-site and virtual appointments with customers. Check who is meeting with which customer and where, and assign customer service agents accordingly.
  • Power Virtual Agents: Create intelligent bots to assist customers with a variety of issues. These chatbots will recognize when to hand off the customer to a human agent.
  • Customer Insights: Bring the power of machine learning to your software to quickly and accurately identify customer trends.

Remote Assist: Visit customer sites and collaborate with experts without leaving the office. Remote Assist keeps all of your customer data visible and creates a seamless remote experience.

Ready to Learn More?

There’s plenty to learn about Microsoft Dynamics 365 Customer Service. If you’ve got questions, we have answers! Reach out to our team of trusted Microsoft partners and discover how Dynamics 365 Customer Service can help your business.

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