Microsoft Dynamics 365 CRM
CRM for customer service in Microsoft Dynamics 365 Customer Service centralizes interactions, cases, and knowledge so your team can resolve issues efficiently, scale service operations, and deliver more consistent experiences.
When channels are fragmented and case ownership is unclear, service teams spend time searching for context instead of solving problems. Gestisoft positions Dynamics 365 Customer Service as a way to centralize interactions across channels and give agents the context needed to resolve issues quickly and effectively.
Dynamics 365 Customer Service is built for core service operations (case management, knowledge, and service performance controls) and can be extended with omnichannel capabilities and unified routing as your service model evolves.
Leverage the advantages of Microsoft Dynamics 365 CRM for customer service and enjoy a more robust and efficient way to handle every task.
Dynamics 365 Customer Service provides structured case management so teams can track cases through resolution, apply consistent handling practices, and reduce “lost” requests. This is the operational backbone of CRM for customer service when you need repeatable resolution workflows.
Dynamics 365 Customer Service is designed to centralize customer context and support modern service operations with guided workflows, analytics, and automation—reinforced by Gestisoft’s positioning around multi-channel consistency and performance visibility.
Centralize requests into cases with consistent status, ownership, escalation paths, and resolution tracking—so nothing gets lost and teams work from one system of record.
Route incoming work items to the best-suited queue and agent using rules and (where applicable) intelligence based on work requirements and agent capabilities—reducing manual triage.
Define entitlements (support terms) and apply SLAs so response/resolution targets are measurable and enforceable—helping leaders manage performance at scale.
Create and maintain knowledge articles that help agents answer faster and more consistently, and reuse validated solutions across the team.
Support service across channels and extend into full omnichannel scenarios (digital messaging + voice) with routing and queue strategies for channels like chat, SMS, and voice where needed.
Enable customer self-service experiences so customers can find answers and resolve common issues without contacting an agent—reducing ticket volume and freeing agents for complex cases.
Track service performance and identify friction points (volume, backlog, SLA compliance, routing effectiveness) so leaders can continuously improve operations.
Use Copilot case summaries to help agents understand context quickly and resolve issues faster (less time reading timelines, more time solving).
Automate repetitive service work (notifications, escalations, approvals, follow-ups) with Power Automate and extend Customer Service with lightweight apps built in Power Apps—so teams reduce manual effort without heavy custom development.
Discover how Microsoft Dynamics 365 Customer Service can supercharge the synergy among your sales, service, project, and operations teams. Work smarter, not harder!
Elevate your customer service experience with advanced capabilities: personalize interactions, enhance agent productivity, and refine operational efficiency for transformative results.
67,80 $ per license / per month
Unlock next-level customer service with cutting-edge features: tailor every interaction, boost agent performance, and streamline your processes for unmatched efficiency and satisfaction.
142,50 $ per license / per month
With so many projects under our belts, our team of 110+ specialists is ready to support you in your digital transformation.
With a 95% renewal rate for 2024, we’re proud to see our clients trust us year after year. That’s what a true partnership looks like: being there for you, today and tomorrow, to ensure the success of your projects and the peace of mind of your team.
Since 1997, we’ve been helping businesses tackle their technological challenges. With over 27 years of experience, we’ve seen it all (or almost!) and we know exactly how to help you reach your goals. When it comes to Microsoft solutions, you’re in the best hands.
Ready to modernize service without adding another silo?
Book a call with Gestisoft to map your current support process to Dynamics 365 Customer Service. You’ll leave with a clear recommendation on configuration (case setup, knowledge, SLAs, routing), a realistic rollout plan, and the next steps to improve resolution speed and service consistency.
CRM for customer service is a system that helps teams manage support interactions with structured cases, customer context, knowledge, routing, and performance controls so service becomes consistent and scalable.
It includes core service capabilities such as case management and knowledge management, and it supports service governance like entitlements and SLAs.
