Microsoft Dynamics 365 for Customer Service. Earn loyalty, empower agents and stay agile.

Microsoft Dynamics 365 for Customer Service helps companies deliver amazing experiences, and built trust, loyalty and insight. Dynamics 365 for Customer Service empowers agents within the organization with the right tools and information to meet ever-evolving customer demands and work productively. 

As service organizations work to meet customers’ expectations, they are met with new and increasing challenges. Dynamics 365 for Customer Service seeks to empower agents with the right tools and information to meet evolving demands and deliver amazing customer experiences. 

Delivered as a SaaS service in the cloud, the customer service business application can be deployed independently or integrated seamlessly into the other Dynamics 365 applications. 

Dynamics 365 for Customer Service improves each step of the service experience.


Dynamics 365 for customer service offers a unified service experience across self-service and assisted service channels. 

Agents and customers have the information and tools they need regardless of device, making them informed, connected and effective wherever they work. A 360-degree customer view ensures that every agent understands customer history, preferences and the voice of the customer to deliver personalized engagement. 

Self-service & communities

Self-service capabilities make it easy for customers to solve issues on their own. A customizable online support portal that leverages an organized, searchable knowledgebase delivers consistent answers to service questions and product and service information. 

All this is delivered through a branded, personalized experience that offers simple navigation, multi-device support and guides the user to the right answer, or to agent support. 

Agent enablement

Empower agents with a single, unified experience to deliver fast, amazing customer service from any device. 

With Dynamics 365 for Customer Service, agents have full visibility into products or services purchased, past cases and previous interactions across channels. Agents also have access to back-office applications, like service level agreements, scripts, knowledge articles, invoices to accompany any actions defined by workflow. 

Using Yammer and Skype, agents can tap into the network of his peers or service partners outside of his organizations to find the right information. 


​Knowledge base and community forums make it easy for customers to access the information they need.

Easily connect the right person with the right knowledge at the right time to answer service needs.  Empower customers and employees with unified knowledge to provide a single source of truth. Ensure your knowledge is relevant by simply capturing and publishing across your content channels while measuring impact through rich analytics.

Service intelligence

Identify trends, anticipate opportunities and gain insight through dashboards, deep analytics and powerful data visualization capabilities. 

Built-in intelligence and machine learning capabilities can provide real-time views of key service metrics through customizable and interactive dashboards. Customer insights tools can provide important information about a customer to enable up/cross-sell and service improvement opportunities. Performance reporting helps businesses identify trends, explore what-if scenarios and forecast outcomes. 

Imagine the possibilities: 

  • Increase agent productivity with visibility into SLA timers and CSAT scores along with visual filters to prioritize cases based on severity, priority, queue volume. 

  • Monitor social media, pick up and analyze posts that need resolution, determine sentiment and can automatically create and route the case. 

  • Surface relevant knowledge articles and related cases automatically with topic analysis and machine learning ensuring that successful outcomes to previous cases can be leveraged to solve new cases faster.  

  • Socialize new functionalities in your organization and help users navigate the application and perform tasks that are specific to their role. 

  • Design custom modules tailored to your own service organization. 

  • Boost performance through gamification. Reinforce behaviors that ties directly to KPIs and other metrics.

Dynamics 365 for Customer Service makes it possible.