Case management
Automated case creation from email, chat, calls and social.
CRM · Customer Engagement
Dynamics 365 Customer Service
Resolve issues faster and build lasting customer loyalty across every channel.
Overview
What is Customer Service?
Dynamics 365 Customer Service empowers your agents to deliver fast, consistent, personalized support. Cases are created automatically from email, chat and calls, and Copilot helps agents diagnose and resolve issues in record time.
With omnichannel support and real-time supervisor insight, you reduce response times, improve consistency and turn service into a driver of loyalty.
MicrosoftDynamics 365
Capabilities
What you can do with Customer Service
Copilot for agents
AI troubleshooting, drafting and knowledge suggestions.
Omnichannel
Support customers on voice, chat, email and social in one place.
Knowledge management
Agents keep and surface knowledge articles effortlessly.
Supervisor insight
Real-time dashboards on performance and sentiment.
Self-service
Deflect volume with portals and virtual agents.
Business value
The benefits for your business
Real outcomes, not just features. Here's what Dynamics 365 Customer Service delivers when it's implemented right.
- Reduce response and resolution times
- Deliver consistent service across channels
- Boost agent productivity with Copilot
- Improve customer satisfaction and loyalty
- Give supervisors real-time visibility
Use cases
Where it makes the biggest difference
High-volume support
Automate case creation and triage to handle scale.
Omnichannel service
Meet customers on their channel of choice, seamlessly.
Agent enablement
Equip agents with AI and knowledge at their fingertips.
How we deliver
Your Dynamics 365 Customer Service partner, end to end
From advisory to go-live and beyond, Dynamics Generation owns every step of your implementation.
1. Discover
We assess your processes and design the right solution.
2. Implement
Configuration, customization and integration to fit you.
3. Go live
Data migration, testing and a smooth transition.
4. Support
Training, optimization and managed services.
FAQ
Customer Service — your questions answered
Does it support phone and chat? +
Yes — Customer Service is omnichannel, covering voice, digital and social.
How does Copilot help agents? +
It diagnoses issues, drafts responses and surfaces relevant knowledge in real time.
Can customers self-serve? +
Yes — with self-service portals and virtual agents that deflect routine queries.
Explore more
Related Dynamics 365 solutions
Let's talk
Ready to get started with Customer Service?
Book a free consultation and we'll map the right path for your business.