Dynamics 365 Customer Service

A customer service hub from Microsoft for delivering seamless, personalized experiences.

About Dynamics 365 Customer Service

Dynamics 365 Customer Service is a customer service hub that helps build great customer relationships with a focus on customer satisfaction. The solution helps your business deliver personalized, tailored service to customers, empower your work teams by handling routine requests with ease, and simplifying agent and customer communications.

Dynamics 365 Customer Service is a model-driven app that is built on the Common Data Service platform. You can create and manage model-driven apps by using Power Apps.

Use Dynamics 365 Customer Service to:

  • Track customer issues through cases.
  • Record all interactions related to a case.
  • Share information in the knowledge base.
  • Create queues, and route cases to the right channels.
  • Create and track service levels through service level agreements (SLAs).
  • Define service terms through entitlements.
  • Manage performance and productivity through reports and dashboards.
  • Create and schedule services.

Video Overview

Dynamics 365 Customer Service Features

  • Interact with customers on their preferred channel
  • Threaded view of the customer experience
  • Offer the most appropriate knowledge articles using relevance search
  • Analyze operations and interactions
  • Make smart recommendations with agent-facing bots
  • Cross-company collaboration
  • Route cases by topic or channel
  • Send surveys after every service engagement
  • Create a proactive and predictive service model with Internet of Things (IoT) diagnostics
  • Common data modeling

Dynamics 365 Customer Service Pricing

The cost of Dynamics 365 Customer Service starts at $50/user/month for the Professional version. Pricing is dependent on the core capabilities desired and any live chat add-ons. There is no free trial available. There is no free version available.

Product Overview

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