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Microsoft Dynamics 365 Customer Service

Dynamics 365 Customer Service is a Dynamics app that optimizes and automates all of your customer service processes, across all channels.

Dynamics 365 Customer Service – the ultimate customer service tool

Customer Service is the customer service app in the modular ERP and CRM platform Microsoft Dynamics 365. Not only can you manage and improve your organization’s interactions with customers, you can also automate and personalize your customer service. That boosts both your customer satisfaction and your efficiency.

What all can you do with Customer Service?

Customer Service (CS) in Dynamics 365 is a versatile, user-friendly app in the Dynamics suite that offers you functionality such as:

Customer service management

Customer Service is the driving force behind your omni-channel customer service management, for easy, effective and centralized management all customer questions, complaints and other interactions. This covers all possible channels, such as chat, email, phone and social media. This Digital Contact Center Platform even lets you create and integrate your own AI-based chatbots.

Both real-time and predictive insights

With Customer Service, you now have a single, centralized source of information across all channels. The advanced analysis and reporting tools provide a 360° view of your customers and their journeys. The integrated reporting functions and interactive dashboards offer not only real-time reporting on your service metrics, but also machine learning and AI, so you can predict future trends and respond proactively as an organization.

Self-service portals

A good self-service portal saves time for both your business and your customers. CS makes it easy to create your own portal. This way, customers can solve their own problems, check the status of their requests, and search your knowledge base.

Automate service processes

Tickets, service level agreement (SLA) monitoring, case management, customer satisfaction surveys, and workflows: you can automate it all with CS. The result: an (even) more efficient and effective setup for your service processes.

Microsoft Dynamics 365 Customer Service features

The benefits of Customer Service

The main benefits of Microsoft Dynamics 365 Customer Service are:

A single, integrated, omni-channel solution for all your customer service activities
Optimize and automate all customer service processes.
Create special customer journeys, thanks to a 360° view of your customers.
Respond to and anticipate new trends with real-time and predictive analytics
A win-win: self-service portals save time for both you and your customers.

A future-proof solution

Dynamics 365 Customer Service is a scalable and thus also future-proof solution designed to grow (or shrink) along with your organization. Easy integration of other products – inside and often also outside the Microsoft ecosystem – ensures that all programs work together and share data seamlessly. Microsoft is known for always staying on top of the latest developments. Thanks to continuous updates to this SaaS solution, you always have the latest technology at your fingertips.

Microsoft Dynamics 365 Customer Service: FAQ

Is Dynamics 365 Customer Service the same as a CRM system?

Think of it more as a part of CRM. CRM systems are typically modular. The overall platform contains a variety of functionality, such as customer data and sales management, marketing automation and customer service. Your organization only buys the modules or apps that you need. This is true of Dynamics 365 as well. The Customer Service app lets you manage and improve you customer service. You can combine it with other Dynamics apps like Sales, Customer Insights and Field Service to build a full-fledged CRM system.

What other apps are available in the area of customer engagement?

Recent years have seen customer engagement become one of the key concepts in marketing. Within Dynamics, the Customer Service, Sales, Customer Insights and Field Service apps help you improve your customer engagement.