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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.



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.

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.

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.

Omnichannel service

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

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.

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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