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Dynamics 365 Customer Service


Microsoft Dynamics 365 Customer Service is a module for customer service automation that streamlines case and knowledge management, enables personalized customer service with a 360-degree customer view, and provides visibility into customer service department performance with dashboards and reports.

  • Understand and predict your customer needs throughout the journey, delivering value with every interaction through personalized communication.

  • Utilize the omni-channel capability to interact with customers on their preferred communication platform.

  • Provide customers with a consistent service experience to ensure that even if their case is transferred between agents or across channels, the customer receives a unified experience.

  • Utilize the relevance search to provide related and most appropriate articles/insights.


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Ensure a consistent service experience with the help of customer service chatbots. Artificial intelligence enables a chatbot to forward requests to a service agent when necessary to ensure fast and efficient service case handling.

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Sentiment analysis

AI-based sentiment analysis lets you analyse your customer interactions and steer conversations towards a positive resolution. This enables you to identify levels of customer satisfaction and improve your support services.

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Self-service portals

Provide your customers access to knowledge base articles and videos via self-service portals in order to solve problems quickly and reduce time investment for all parties.

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Omnichannel service

From chat and calls and to texts, WhatsApp and Facebook Messenger, allow your customers to interact with you on their preferred channel.

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Customer surveys

After each service engagement, customers receive a survey to rate their satisfaction and evaluate the services they have used. This makes it easier to react quickly to customer feedback and optimize services.

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Service Level Agreements (SLAs)

So called Service Level Agreements (SLAs) are used to define and track the content and scope of the services to be provided.

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