What is Dynamics 365 for Customer Service?

Empower your customer service team and delight your customers with Microsoft's end-to-end service and support management software, Dynamics 365 for Customer Service.

Support ticket tracking

Track and manage customer support tickets generated via email, phone or web.

Support process flow

Move tickets across configurable process flows to track their progress and gain valuable insight.

Knowledge base

Use an internal knowledge base wiki to provided templated and automated email responses to customer inquiries.


This enterprise-grade software can be customized to meet your specific customer service team needs.

Self service portal

Utilize Microsoft's customer service portal to allow customers to submit and manage support tickets.

Dashboards and reports

Create interactive dashboards that provide day to day insight on support trends, activities, and social media interaction.

Key benefits

Earn loyalty

Increase brand loyalty and advocacy by providing personalized and contextual interactions across the customer journey, through any channel and from any device.

Empower agents

Provide your agents with everything they need to deliver a more personalized, effective standard of service – using tools that are at their fingertips, from a single application.

Stay agile

Adjust at the pace of innovation through actionable insights that anticipate the rapidly changing needs of customers and your brand.

Omni-channel engagement

  • Use a unified platform for consistency and visibility across channels
  • Get deeper insights with a 360-degree customer view
  • Personalize interactions based on past interactions and behavior

Self-service and communities

  • Offer access to customer service, anywhere
  • Deliver real-time service that’s optimized for any mobile operating system and device

Agent enablement

  • Support agents with a visual interface that delivers role-tailored experiences
  • Manage cases faster and provide differentiated levels of support
  • Speed resolution using machine learning and advanced analytics capabilities

Unified Knowledge

  • Deliver the right answers at the right time across channels
  • Capture content from social media, service interactions, and experts
  • Understand how your knowledge base is being used with rich analytics, helping you improve and add information based on customer needs

Digital intelligence

  • View real-time key service metrics through fully customizable dashboards
  • Automatically detect sentiment and intent on social posts using built-in intelligence
  • Resolve issues faster by using machine learning to reference relevant articles and cases
  • Get quick insights to help identify trending issues

Customer experience is quickly over taking price and product as the number 1 differentiator. Digitally transformed organizations that can resolve customer issues quickly and painlessly through any channel and any device will set themselves apart.

See it in action

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