Overview



Microsoft Dynamics 365 for Customer Service

Earn customers for life

Expectations are rising. Customers want quick, relevant answers on any channel, even on the go. Differentiate your brand with Microsoft Dynamics 365 for Customer Service. Built-in intelligence delivers faster, more personalized service and adds value to every interaction.

Engage with customers on any channel or device
Create effortless support experiences Leverage artificial intelligence through virtual agents Resolve issues with
predictive care
Make it easy to find answers through self-service, community, or social channels. Intelligently route cases from any channel to the right agent for quick resolution. Automate resolution and free up agents for high-value interactions. Built on the most powerful artificial intelligence framework in the market, service bots are smart, fast, and always available. Keep customers happy by avoiding service and support issues. Analyze data from connected devices and take action before warning signs become a problem.

Deliver fast, personalized service and support
Guide agents to optimal outcomes Personalize service with a complete customer view
Intelligent automation dynamically guides agents to the right actions by surfacing relevant information exactly when they need it through a single interface. Deliver value at every touchpoint. A 360-degree view of each customer’s journey enables agents to anticipate needs and personalize every interaction.
Empower agents with artificial intelligence Capitalize on revenue opportunities
Empower agents to be more productive and avoid escalations. Agent-facing bots use contextual data about customers and your business to make smart recommendations. Use service and support as an upsell or cross-sell opportunity by empowering agents with machine learning driven recommendations.

Learn from every interaction
Learn from your customers Turn insights into action
Create opportunities to improve the service experience through direct survey feedback, discussion forums, and social listening. Improve service through targeted analysis of contact center operations and business-critical data. Promote optimal behavior with individual games and team competition.
Speed onboarding and adoption Enable an agile support model
Quickly onboard new agents and keep them up to date on new features and identified best practices with tailored in-app learning that’s always available. Optimize staffing levels and allocate resources based on popular channels, trending issues, and required skills to address fluctuations that occur daily and over time.




Features

Single user interface 

 

Equip your agents to handle service interactions in one place on their desktop or mobile device. Unlike other help-desk software, Customer Service provides a single view into all information—from scripting to entitlements to recommendations—so agents can provide personalized service fast.

 
 












Built-in digital intelligence 

 

Move to predictive and proactive customer service, using the data analytics in Customer Service. It provides interactive dashboards and data visualizations that help you pull insights from your metrics, making it easier to identify trends and anticipate opportunities.

 
 














Consistent, omnichannel engagement 

 

Give your agents what they need to serve your customers anytime, on any channel.

Customer Service provides a unified platform that makes information available across engagements so your agents offer the consistency and personalization your customers expect.

 
 













Searchable knowledge base 

 

Give your agents and customers the answers they need on the spot. The knowledge base provides consistent answers across channels. Periodic reviews keep responses current and relevant. And you can get in-depth analytics to measure the impact of the responses.

 
 














Customer self-service and peer-to-peer service 

 

Make it easy for your customers to find answers on their own. With Customer Service, you can provide a self-service portal with a searchable knowledge base and an online community space where peers respond. Then, transition them seamlessly to assisted support when they need it.