Dynamics 365 Customer ServiceManage customer requests from one hub, backed by SLAs
Empower your service agents and transform customer service! Leave manual work to agents and focus on delivering outstanding service on every channel.
Welcome to Dynamics 365 Customer Service! We offer a set of capabilities to help your organisation deliver the best possible customer service experience. We believe that knowing your customers personalises every experience and improves agent productivity, so you can win customers for life.
The customer service representative (service representative, agent) experience is at the heart of Dynamics 365 Customer Service. The key to raising satisfaction in service delivery is enabling agents to receive customer requests from any channel, handle multiple sessions at once, work across several applications without losing context and improve their workflow with productivity tools.
Case Management Agent
Shorten handling time and reduce agents’ manual workload by automating the case lifecycle.
Quality Assessment Agent
Monitor service quality across customer interactions, from service agents to self-service agents.
Knowledge Management Agent
Keep knowledge articles continuously current by surfacing insights from case notes and other artefacts.
Customer Intent Agent
Enable continuously refreshed self-service by discovering intent from customer conversations across channels.
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