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Tech Insights 4 min read

Increase Client Satisfaction Using All Dynamics 365 Customer Service Features

Customer and client satisfaction is important for the businesses to outperform their competitors in this neck and neck competition. That’s when Dynamics 365 Customer Service empowers you with the right tools and workflows to create an intuitive workflow and experience that attracts customers.

Before I delve deeper into how you can improve client satisfaction using Dynamics 365 Customer Service, let’s understand what this platform is all about.

What is Dynamics 365 Customer Service?

Dynamics 365 Customer Service is an end-to-end service by Microsoft that helps you provide top-notch customer support. It facilitates efficient case routing for agents, thus ensuring top-notch customer engagement and experience.


The licensing of Dynamics 365 Customer Service is available based on user subscription and device (for Enterprise) subscription. You can choose from two services provided by Dynamics 365 Customer Service. However, these two services cannot be combined within an organization.

  • Dynamics 365 Customer Service Professional

This plan is tailor-made for less complex scenarios and intends to provide ultimate support.

  • Dynamics 365 Customer Service Enterprise

This plan is the right fit for enterprises with complex set of requirements. The platform enables businesses to provide a more personalized and branded experience to their users with up-to-date answers.

It is important to mention here that you cannot deploy both these application modules on the same instance, but they may be deployed on the same tenant.


Dynamics 365 Customer Services provides users with three-tiers:

Plan - Dynamics 365 Customer Service Professional - Dynamics 365 Customer Service Enterprise - Digital Messaging Add-in For Dynamics 365 Customer Service

Cost - $64 per user per month - $121.60 per user per month - $96 per user per month

Features - Core customer service capabilities - Advanced customer service capabilities - Requires Enterprise license

What Are Dynamics 365 Customer Service Features?

Dynamics 365 Customer Service allows you to define the level of service or support offered by your organization using SLA agreements (SLAs). The platform allows you to define metrics and key performance indicators (KPIs) to provide the required services.

Here are some of the amazing Dynamics 365 Customer Service features:

360-Degree Customer Views

360-degree customer views provided by Dynamics 365 Customer Service allow you to deliver value at every touchpoint. The platform allows you to interact with customers on different channels like Whatsapp, Wechat, LINE, Facebook Messenger, voice, and chat messages and more.

Create The Best Unified Service Experience

Dynamics 365 Customer Service allows you to provide a coherent and enhanced customer service experience to your customers through a threaded view of their journey. Make sure that all your customers get a unified experience, irrespective of who is handling their case.

Connect customer service with IoT to deliver seamless customer service by devising a proactive and predictive service model. The platform also allows you to communicate with your customers through various channels, including chat, messages, and more.

Self-Service and Communities

Equip your customers with all the related data and knowledgebase to help them make informed decisions. Let them take the lead, connect them with peers and subject matter experts to help them solve their queries independently, and provide them with great content to engage further.


Do not just extract the relevant data; instead, act on it. Collect customer feedback from multiple sources and figure out what is working and what is not

Deliver a quick turn around time to your customers on their issues using AI-based tools like real-time agent productivity tools and conversational IVR.

What Are The Benefits Of Dynamics 365 Customer Service Features?

Improve Customer Satisfaction

  • Personalize service

Personalize every interaction of your customers by providing them with a tailored service at every touchpoint using 360-degree customer views.

  • Access and deliver consistent answers across channels using a searchable knowledge base

Let your customers lead the show by empowering them with on-demand support with self-service portals. Allow your customers to access knowledge articles. Resolve their issues quickly using AI-powered virtual agents.

  • Unify service

The platform provides a unified service by bringing sales, marketing, and customer teams under a single roof.

Empower Teams

  • Give your agents the tool, guidance, and data

Equip your agents with enhanced productivity tools that empower them with the right data and help them act instantly.

  • Optimize agent performance

Optimize the performance of your agents and boost customer engagement by observing interactions and operations through built-in analytics that allow you to gather key insights and track real-time sentiments.

  • Effective level of support

Provide an effective level of support by devising the right model that fits your work environment to boost their productivity.

  • Productivity gain by increasing knowledge capabilities

Help your agents connect to the subject experts by enabling cross-company collaboration that would help them resolve cases quickly.

Data-Driven Decisions

  • Better data

Provide your agents with easy access to AI-powered data with recommended knowledge articles and cases.

  • Better analyses

Help your agents analyze the key trends and automation opportunities for effective management.

  • Better decisions

Encourage educated decision making in your team through proper sentiment analysis and translation. Provide your agents with the context they need to make successful decisions.

Unify Service

  • Available anywhere

Get access to important company data anywhere through Azure Communication services that provide you with all the insights you need – from customer interactions to factors that need improvements in terms of customer satisfaction and more.

  • Cross-company collaboration

Facilitate cross-company collaboration to engage your agents faster. Help your agents resolve cases faster through Microsoft Teams, regardless of their location.

  • Align sales, marketing, and customer services

Provide a common platform to your sales, marketing, and customer support team and help them stay on the same page


As you can see, Microsoft Dynamics 365 Customer Service is what you need to take your customer service to the next level. Whether you would like to have a personalized demonstration of the platform or want to discuss your project with a specialist, Gestisoft is here to help you out.

Contact us today to learn more about our Microsoft Dynamics 365 services.

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December 14, 2020 by Frédéric Charest VP of Marketing

Data-driven Growth Marketer with a Passion for SEO - Driving Results through Analytics and Optimization