Microsoft Dynamics 365 Customer Service

Build brand affinity and customer loyalty with Dynamics 365 Customer Service

Personalize service
Deliver the tailored service customers expect across channels with AI-enabled experiences and insights to proactively resolve problems and ensure peace of mind.

Empower team
Give your teams the right tools to intelligently handle routine requests and resolve more complex issues.

Unify technology
Simplify agent and customer experiences through one complete source of customer data using a single, extensible platform.

Tailor customer engagements

• 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.

Optimize service operations

• Analyze comprehensive support insights. Using built-in AI, detect emerging trends and automation opportunities across support topics, agents, engagement channels, and knowledge management to enhance support delivery.

• Monitor success using unified KPIs. Get actionable insights and improved visibility into how agents and support topics are affecting organizational key performance indicators (KPIs).

• Understand agent behavior with knowledge-search insights. Identify knowledge-article gaps by analyzing the topics agents are searching for to help resolve customer issues.

Deliver proactive service with IoT

• Proactively fix device issues. Send remote commands using the Internet of Things (IoT) to resolve issues before customers even notice.

• Enhance support with integrated IoT alerts. Identify devices in need of attention using the embedded alerts in the agent dashboard.

• Monitor device health index. Monitor real-time device readings to identify devices that need attention and confirm that fixes were effective.

• 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.

• Streamline the knowledge-search experience. Give agents the information needed to resolve issues quickly by connecting disparate database sources with federated knowledge search.