Dynamics 365
Microsoft Dynamics 365 Customer Service
Deliver excellent service across all channels – with AI-powered automation.
4-channelchat, email, phone, social
SLAtimers & escalations
-30%handle time per case
KBknowledge base integrated
Dynamics 365 Customer Service is an omnichannel customer service solution that lets you deliver consistent, personalized support across every channel. From email and chat to social media – all requests are managed centrally and routed intelligently.
With AI-powered chatbots and virtual agents, you can automate common requests while complex cases are routed to the right experts. Self-service portals reduce request volume and let customers find solutions on their own.
Key Features
What it does
Omnichannel engagement across email, chat, phone, and social media
AI-powered chatbots and virtual agents
Intelligent case routing and escalation management
Knowledge base with AI-powered article suggestions
Service Level Agreements (SLAs) and entitlements
Customer self-service portals
Real-time dashboards and performance analytics
Typical Use Cases
First contact resolution through AI-powered solution suggestions
Field service integration for end-to-end service
Complaint management and escalation
SLA management for service level compliance
Business Benefits
40%[1]
reduction in average case handle time
Higher customer satisfaction through faster responses
Lower costs through self-service and automation
Improved agent productivity through intelligent tooling
Consistent service quality across every channel
Works Seamlessly With
Microsoft Dynamics 365 Customer Service integrates seamlessly with these Microsoft technologies:
Where we deliver Dynamics 365 Customer Service
Service offerings where Dynamics 365 Customer Service is a primary component.
Licence optimisation
Optimise Microsoft Dynamics 365 Customer Service licences and cut costs
Senken Sie Dynamics 365 Customer Service-Kosten durch richtige Lizenzwahl: Professional, Enterprise oder Digital Messaging Add-ons – optimal auf Ihre Service-Anforderungen abgestimmt.
Significant savings
Compliance assurance