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Dynamics 365 Customer Service

Customer-Centric Customer Service Solutions With Artificial Intelligence
  • Artificial Intelligence
  • Performance Tracking
  • Agent Enablement
  • Omni-Channel Integration

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Faster Resolutions, Happier Customers with D365 Customer Service

In today’s customer-centric world, exceptional service is no longer optional—it’s a competitive differentiator. Microsoft Dynamics 365 Customer Service empowers organizations to deliver consistent, personalized, and proactive service across all touchpoints. Built with AI-driven insights, automation, and intuitive tools, it helps businesses strengthen customer relationships, resolve issues faster, and drive long-term loyalty.

Why Dynamics 365 Customer Service?

Engage customers seamlessly across chat, email, phone, and social media.

Resolve issues before they arise with predictive analytics and real-time monitoring.

Equip service teams with actionable data to make faster, more informed decisions.

Transform customer interactions into lasting relationships with personalized service.

Dynamic Business Central Adapted Across

Forrester's Total Economic Impact (TEI) Study of Adopting
Dynamics 365 Customer Service

315% Return on Investment

20% Improvement in first call resolution

15% Decrease in misroutes

“I’ve had the pleasure of managing and working with the Infrastructure team. Alletec’s ability to be agile and change with our ever-changing environment has been instrumental to our success. They are a reliable, dependable, solid, and trustworthy team. It’s an absolute pleasure and honor to work with the alletec team”

Nicholas Rucci - Director of I.T, Turning Points

D365 BC Powered with AI

What’s New in D365 Customer Service?

Automate routine tasks and provide agents with intelligent suggestions to improve efficiency.

Gain deeper insights into customer emotions during interactions to enhance service quality.

Built-in call transcription, sentiment analysis, and real-time analytics for voice interactions.

Access a complete history of customer interactions for more personalized support.

Essential capabilities of Dynamics 365 Customer Service

AI-Driven Case Management:
  • Automatically assign cases to the right agent based on AI recommendations.
  • Enable faster resolution with context-rich insights and suggested actions.
Omnichannel Capabilities:
  • Centralize customer interactions from multiple channels into a unified interface.
  • Ensure seamless transitions between channels for a consistent experience.
Copilot for Customer Service:
  • Generate personalized responses to customer queries in real-time.
  • Automate follow-ups and summarize conversations for efficient case management.
Knowledge Management:
  • Provide agents with a robust knowledge base to resolve issues quickly.
  • Enable self-service for customers with AI-powered search and FAQ capabilities.
Real-Time Analytics and Reporting:
  • Gain insights into service metrics, agent performance, and customer satisfaction.
  • Identify trends and areas for improvement with interactive dashboards.
Service-Level Agreements (SLAs):
  • Monitor and meet SLA commitments with automated alerts and escalation rules.

How Dynamics 365 Customer Service Strengthens Operations

Improved First Call Resolution Rates Enhanced Productivity Data-Driven Decisions Proactive Problem Resolution

Equip agents with the tools and insights to resolve queries in the first interaction.

Automate repetitive tasks, enabling agents to focus on complex cases.

Leverage analytics to optimize service delivery and resource allocation.

Address potential issues before they escalate with AI-driven predictions.

Equip agents with the tools and insights to resolve queries in the first interaction.

Automate repetitive tasks, enabling agents to focus on complex cases.

Leverage analytics to optimize service delivery and resource allocation.

Address potential issues before they escalate with AI-driven predictions.

Why Alletec for Dynamics 365 Customer Service?

Expertise in Customer Service Solutions
  • Proven success in deploying Dynamics 365 Customer Service across diverse industries.
  • Deep understanding of omnichannel support, AI integration, and agent empowerment.
Comprehensive Services
  • Consulting, implementation, and customization to meet your unique requirements.
  • Ongoing support and training to ensure a seamless adoption journey.
Tailored Solutions
  • Aligning Dynamics 365 Customer Service with your business goals for maximum impact.
Alletec’s Promise: AGILE | AFFORDABLE | ACCOUNTABLE
  • Fast and efficient deployment tailored to your needs.
  • Cost-effective services to ensure a high ROI.
  • Dedicated support for achieving measurable success.

Success Stories

Discover how Alletec has helped businesses across industries elevate their customer support, resolve issues faster, and improve customer satisfaction with Microsoft Dynamics 365 Customer Service.

Financial Services
 Financial Services
Alletec enables leading African Bank to strengthen its customer loyalty with Dynamics 365 and BAFINS-CX
Read More
Retail
Retail
From canvas to client: World’s largest repository of modern Indian art achieved success with Alletec’s dynamics 365 expertise in streamlining inventory and boosting sales
Read More
Manufacturing
Manufacturing
Alletec enhances efficiency and customer satisfaction for a leading Canadian chicken processor with Dynamics 365 Customer Engagement and SharePoint
Read More

Microsoft Dynamics 365 Customer Service Videos


  • How Microsoft Dynamics 365 Customer Service Can Help Your Business Thrive | Alletec

    How Microsoft Dynamics 365 Customer Service Can Help Your Business Thrive | Alletec

  • D365 New Features For Customer Service & Sales (Microsoft Dynamics 365)

    D365 New Features For Customer Service & Sales (Microsoft Dynamics 365)

  • Microsoft D365 Customer Service Licensing Explained

    Microsoft D365 Customer Service Licensing Explained

Transform Customer Engagement with Dynamics 365 Customer Service

Take your customer service to the next level with Microsoft Dynamics 365 Customer Service. Empower your teams, enhance customer satisfaction, and drive loyalty with a solution designed for modern businesses.

Customer Service
Contact Form

Got questions about D365 Customer Service? Check out our FAQs for best answers

Dynamics 365 Customer Service is a module within the Dynamics 365 suite designed to help organizations manage customer service operations efficiently. It includes features such as case management, knowledge management, and multi-channel engagement to enhance customer support experiences.

The platform includes robust reporting tools that allow organizations to track key performance indicators (KPIs), such as case resolution times and customer satisfaction scores, helping managers make informed decisions.

Embedded intelligence in Dynamics 365 Customer Service refers to AI-powered capabilities integrated within the platform to enhance customer service operations and decision-making.

Key Features of Embedded Intelligence:
  1. Predictive Case Routing: Automatically assigns cases to the most suitable agent based on expertise, availability, and workload.
  2. Sentiment Analysis: Analyzes customer interactions (emails, chats, calls) to gauge sentiment and provide insights for proactive resolution.
  3. AI-Driven Insights: Offers actionable recommendations to agents and managers, such as next-best actions or customer satisfaction improvement strategies.
  4. Knowledge Base Suggestions: Automatically suggests relevant articles or solutions to agents based on the context of customer queries.
  5. Virtual Agents: Powered by AI, chatbots handle routine inquiries, reducing agent workload while maintaining service quality.
  6. Case Resolution Forecasting: Predicts the likelihood of successful resolution and highlights potential roadblocks.
  7. Customer Insights: Tracks trends and behaviors to improve personalization and enhance service delivery.

Embedded intelligence enables organizations to deliver faster, more personalized, and efficient customer service, driving higher satisfaction and operational excellence.

Key Features of Dynamics 365 Customer Service

  1. Case Management:
    1. Track, manage, and resolve customer issues efficiently using a centralized system.
    2. Automate case assignments and escalate critical cases for faster resolution.
  2. Omnichannel Support:
    1. Provide seamless support across channels, including email, chat, phone, SMS, social media, and self-service portals.
    2. Unified agent interface for managing all interactions in one place.
  3. Knowledge Management:
    1. Build and maintain a centralized knowledge base to provide agents and customers with quick access to solutions.
    2. AI-powered article suggestions for faster resolutions.
  4. Embedded Intelligence:
    1. AI-driven capabilities like sentiment analysis, predictive case routing, and next-best action recommendations.
    2. Virtual agents for handling routine inquiries.
  5. Service-Level Agreements (SLAs) and Entitlements:
    1. Define, track, and enforce SLAs to ensure service quality.
    2. Manage entitlements for personalized support based on customer agreements.
  6. Customer Insights:
    1. Real-time dashboards and analytics to monitor service performance and customer satisfaction.
    2. Track customer history and behaviors for personalized engagement.
  7. Customizable Workflows:
    1. Automate routine tasks and workflows with Power Automate, enhancing agent efficiency.
  8. Integration with Microsoft Ecosystem:
    1. Seamless integration with Microsoft 365, Teams, Power Platform, and other Dynamics 365 apps.
  9. Self-Service Portals:
    1. Enable customers to resolve issues independently with access to FAQs, knowledge articles, and virtual agents.
  10. Scalability and Flexibility:
    1. Adapt to business needs with customizable features and role-based access for different users.

Dynamics 365 Customer Service equips organizations with the tools to deliver exceptional, personalized, and efficient support while improving operational performance.

Dynamics 365 Customer Service is versatile and benefits a wide range of industries by enhancing customer engagement and streamlining support operations.

Key Industries That Benefit:
  1. Retail and E-commerce:
    1. Manage customer inquiries across multiple channels, streamline returns and refunds and personalize shopping experiences.
  2. Financial Services:
    1. Address customer queries related to accounts, transactions, and investments while ensuring compliance with regulations.
  3. Healthcare
    1. Facilitate patient engagement, appointment scheduling, and medical inquiries through omnichannel support and secure data handling.
  4. Manufacturing:
    1. Provide after-sales support, manage warranties, and resolve technical issues efficiently.
  5. Professional Services:
    1. Enhance client communication, track service delivery, and manage case histories for improved relationship management.
  6. Travel and Hospitality:
    1. Manage reservations, cancellations, and customer feedback while ensuring seamless support experiences.
  7. Utilities and Energy:
    1. Handle service requests, billing inquiries, and outage notifications effectively through a unified platform.
  8. Public Sector:
    1. Facilitate citizen engagement by addressing service requests, grievances, and queries with transparency.
  9. Education:
    1. Improve student and parent engagement, manage administrative queries, and deliver timely updates.
  10. Technology and IT Services:
    1. Provide technical support, manage service tickets, and enable proactive issue resolution.
Conclusion

Dynamics 365 Customer Service is adaptable across industries, helping businesses of all types deliver exceptional customer experiences while improving operational efficiency.

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