What is Microsoft Dynamics 365 Customer Service?

Microsoft Dynamics 365 Customer Service provides features & tools for organizations to manage the services they provide to customers. Customer issues are tracked through cases and all interactions related to a case are recorded. You can create queries, and route cases to the right channel. Service-level SLA can be created and tracked, service schedules can be created, and performance & productivity can be managed.

Customer Service Videos

Create customers for life | Dynamics 365 Customer Service

Dynamics 365 for Customer Service Features

Omni-Channel Engagement
  • Unified platform for cross channel visibility of all communications.
  • Customer Insights with a 360-degree view in a customized dashboard.
  • Personalization and customer escalation based on the previous history.
Self-service and communities
  • 24×7 help with AI-powered Bots, Community Support and Help knowledge base.
  • Real-time Support accessible across all platforms and devices.
Agent enablement
  • Role tailored customization of dashboards to ensure more informed agents and managers.
  • Quick escalation and customer classifications to ensure better Support at all levels.
  • Machine learning and advanced analytics-driven help forums and communities to provide speedy resolutions while reducing human interactions.
Unified knowledge
  • Single knowledge base for all levels and channels of Support.
  • Social Media, Chat, Call history, etc. are all stored at a unified support panel.
  • AI and analytics-driven improvements of the knowledge base for continuous improvements.
Digital intelligence
  • Real-time view of all critical metrics, services, and interactions on a customized dashboard.
  • AI-driven intent detection of Social posts for customer classification.
  • Machine Learning enabled articles and help guidelines.
  • Recent trends, highlights and KPI’s on one single dashboard for informed decisions.
Case Tracking
  • Track Cases By Agents, Customer Classification, Urgency level, Escalation, etc.
  • Easy to escalate cases with inter-channel escalation capabilities.
  • Omni-Channel communication dashboard brings communications across all platforms in one place.
Field Service Integration
  • If you have a team of technicians or support staff working on the field, D365 enables you to connect your field service team with other support teams.
  • Seamless communication between on-field and back-office teams.

Microsoft D365 Customer Service Videos

Microsoft Dynamics 365 Customer Service Overview

D365 Customer Service Licensing Explained (Microsoft Dynamics 365)

Dynamics 365 for Customer Service Advantages

Empowered Agents

  • Informed agents take contextually guided actions with 360 view of customer status and requests.
  • Agents are empowered to seamlessly communicate with clients over the Phone, Email, Chat Support, or even Social Media platforms.
  • AI and Machine learning guided bots and support pages for regularly occurring customer requests.
  • Customizations, Collaborations, SLA’s, and Workflow enhancements for better user experience.
  • Gamification tools for Agent motivation and productivity enhancement.

Informed Agents

  • Centralized and easy to access knowledge base with community support.
  • Rich Media, like images, videos, infographics, etc. can be communicated to customers for increased first-time resolution rates.
  • Knowledge articles can be scheduled for periodic review to ensure information accuracy at all times.
  • Ease of knowledge access with categorized, tagged, and structured information.
  • Knowledge articles can be accessed using mobile devices, and are continuously improved by gathering end user feedback.

Business Intelligence

  • Customizable dashboards show real-time details and information needed at each role.
  • Data analysis and reviews are made easier with interactive charts including data from other apps.
  • New reports are generated in real-time using AI and BI tools for performance reviews.
  • Leads and customer evaluation for up-sell, cross-sell and other similar opportunities.
  • Reports can be tuned for custom KPI’s and data points to give specific details of your business.

Dynamics 365 Services

Why Alletec For Your Dynamics 365 Customer Service?

Gold Partner

A Microsoft Gold Partner – a testament to our competence, experience, and customer focus.

Years of Trust

Helping customers succeed – for over the past 2 decades.


Recognized and felicitated by Microsoft over the years with top awards in the Microsoft Dynamics segment.


Over 700 projects executed for customers from over 30 countries.

Trusted By Market Leaders

Trusted by market leaders from diverse industry segments.

From Our Customers

  • "…(Alletec’s) ability to quickly understand our business, and the ideas they brought to the table as we developed the solution, and the implementation of the design has been seamless. We have found a Microsoft partner that has skill set, a track record, and represents great value"
    Kerry Bird
    One Foundation – New Zealand

Case Studies

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