Microsoft Dynamics 365 Customer Service

Activate personalized self-service solutions

Enable virtual agents for modern self-service solutions. Give your customers access to knowledge base articles and AI-assisted virtual agents to resolve issues quickly, so your agents can use their time to resolve more complex customer issues.

Chat with your customers on their favorite channel. Omnichannel support includes voice, instant chat, SMS, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line, all from a unified agent desktop.

Anticipate the needs of your customers. See at-a-glance the conversation summary, the history of support interactions, and recent customer incidents.

Empower teams with tools for increased productivity

Help agents get answers faster. AI-powered suggestions leverage real-time context cues to recommend similar knowledge articles or cases. Agents can reference those resources to resolve customers’ issues quickly.

Easily switch between open cases or tasks. Give agents the option to work across multiple open cases without losing any work in progress.

Engage experts faster. Use Microsoft Teams to help agents connect with subject-matter experts and resolve complex cases quickly, regardless of their job function or location.

Analyse and act on customer feedback. Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.