Service

Service by Microsoft Dynamics enables organizations to deepen customer loyalty by providing personalized, proactive, and predictive experiences across all channels. Agents are empowered with a single unified experience, enabling them to connect with customers effortlessly.

CRM for better customer service

Earn loyalty. Empower agents. Stay agile.

Delivering exceptional customer experiences means that every interaction matters. Service by Microsoft Dynamics empowers agents with everything they need, at their fingertips, to deliver superior service—from one consolidated view—giving agents the opportunity to focus on their customers rather than on navigating multiple screens and systems.

Service by Microsoft Dynamics can help you earn customers for life, through cross-channel service, increased agent productivity, and adaptive service models. It can also help to decrease cost per case and to increase agent satisfaction. And happier agents are twice as likely to deliver on critical customer satisfaction metrics.*

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Cross-channel service

Offer service anytime, anywhere
Enable customer service engagements across web, social, chat, email, mobile, and phone, including customer self-service and social care. Provide channel context for personalized service with minimal customer effort. 

Use real-time and historical insights to personalize every interaction. Understand what your customer has already viewed and searched—before they ever reach an agent. With Service by Microsoft Dynamics, organizations can gain critical insight, with feedback and surveys that provide general sentiment, contextual feedback, and transactional understanding.

Read the latest Gartner Magic Quadrant for Customer Engagement Center
Cross-platform customer engagement

Agent enablement

Empower agents. Wow customers.
Empower agents with a single, unified experience to deliver fast, amazing customer service from a desktop or mobile device. Agents can access every source of information they need, across a diverse environment, to provide more personalized care. They can leverage guided resolution features, such as call scripting and policy adherence, and a process-driven user experience, all from a centralized view.

Service for Microsoft Dynamics enables agents to manage cases faster and to provide differentiated levels of support, with integrated knowledge. With mobile service capabilities, organizations can expand their resource pools and free agents from their desks, helping to increase agent efficiency and to reduce cost per case.

See how Trupanion empowers agents and earns customer loyalty

Self-service

Make customer service effortless
Make it easy for customers to solve issues on their own.  Provide a customizable online support portal that leverages an organized, searchable knowledgebase to deliver real-time updates, consistent answers to service questions, and product and service information and documentation.

Easily create a consistent and seamless branded experience for your customers, or create unique portals for each one of your multiple brands from a single deployment.

Learn how Ask.com provides self-service convenience and personalized care

Learn more about Parature
Self-service help solutions

Knowledge

Provide the right answers at the right time.
Easily connect the right person with the right knowledge at the right time to answer service needs. Empower customers and employees with unified knowledge to provide a single source of truth. Ensure that your knowledge is relevant, by simply capturing and publishing across your content channels, while measuring impact through rich analytics. 

Learn five simple steps to building a great business case for knowledge management

Learn more about Parature
Knowledge management

Social care

Engage on your customers' terms
Speed resolution of even the most challenging issues with instant access to support professionals and subject matter experts, across internal and external teams, with Yammer and Skype. Leverage the Social agent desktop capability and deliver social posts to the right agent using sentiment, keyword, and language, and help to ensure consistent social engagement.

Download our social intelligence guide to service
Social sentiment monitoring

Service intelligence

Anticipate the needs of your customers
Identify trends, anticipate opportunities, and gain insight through dashboards, deep analytics, and powerful data visualization capabilities.

Organizations can identify business opportunities and gain deep customer insight by tracking and correlating customer satisfaction with service metrics. Fully integrated out of the box, Microsoft Power BI and Excel generate reports, interactive charts, and 3D geospatial visualizations to help identify trends and "what-if" scenarios and to forecast outcomes to help reduce effort scores.

Read Gartner's Magic Quadrant for Business Intelligence and Analytics Platforms
Customer service analytics

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Provide the essential insights, guidance, and tools that salespeople need to find the right customers, win the right deals, and harness the power of the entire organization.

Social CRM
Social

Find social insights about your brand, products, and services to gain a true understanding of sentiment about your business.

Deliver amazing customer experiences for less

Prices start at $65-$150/user/month  

View complete pricing details

Help and support

Resources for customers

Not a customer yet? We have your back.
The right Microsoft Dynamics support plan can help you get the most out of your solution and transform your software from great to exceptional.

View online service plansView on-premises service plans
Service help and support plans
* Snow, Richard J. "The Real Truth on Agent Performance and Workforce Optimization." Ventana Research. September 19, 2013.