Overview



Microsoft Dynamics 365 for Customer Service

Earn customers for life

Expectations are rising. Customers want quick, relevant answers on any channel, even on the go. Differentiate your brand with Microsoft Dynamics 365 for Customer Service. Built-in intelligence delivers faster, more personalized service and adds value to every interaction.

Engage with customers on any channel or device

Create effortless support experiences Leverage artificial intelligence through virtual agents Resolve issues with
predictive care
Make it easy to find answers through self-service, community, or social channels. Intelligently route cases from any channel to the right agent for quick resolution. Automate resolution and free up agents for high-value interactions. Built on the most powerful artificial intelligence framework in the market, service bots are smart, fast, and always available. Keep customers happy by avoiding service and support issues. Analyze data from connected devices and take action before warning signs become a problem.

Deliver fast, personalized service and support

Guide agents to optimal outcomes Personalize service with a complete customer view
Intelligent automation dynamically guides agents to the right actions by surfacing relevant information exactly when they need it through a single interface. Deliver value at every touchpoint. A 360-degree view of each customer’s journey enables agents to anticipate needs and personalize every interaction.
Empower agents with artificial intelligence Capitalize on revenue opportunities
Empower agents to be more productive and avoid escalations. Agent-facing bots use contextual data about customers and your business to make smart recommendations. Use service and support as an upsell or cross-sell opportunity by empowering agents with machine learning driven recommendations.

Learn from every interaction

Learn from your customers Turn insights into action
Create opportunities to improve the service experience through direct survey feedback, discussion forums, and social listening. Improve service through targeted analysis of contact center operations and business-critical data. Promote optimal behavior with individual games and team competition.
Speed onboarding and adoption Enable an agile support model
Quickly onboard new agents and keep them up to date on new features and identified best practices with tailored in-app learning that’s always available. Optimize staffing levels and allocate resources based on popular channels, trending issues, and required skills to address fluctuations that occur daily and over time.



Features