Earn loyalty. Empower agents. Stay agile.

Delivering exceptional customer experiences means that every interaction matters. More than half of today's customers use web self service to find answers to their questions. Customer service agents who are empowered with context and the resources to answer questions are more effective. And happier agents are twice as likely to deliver on critical customer satisfaction metrics.* Service by Microsoft Dynamics CRM helps you earn customers for life through cross-channel service, increased agent productivity, and adaptive service models.

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Offer service anytime, anywhere

Offer service anytime, anywhere

Multichannel service

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.

Read the latest Gartner Magic Quadrant
for Customer Engagement Center

Empower agents. Wow customers.

Unified Service Desk

Agent enablement

Empower agents with a single, unified experience to deliver fast, amazing customer service from desktop or mobile. Agents can access every source of information they need, across diverse environments, so they can provide a more personalized, effective standard of service.

See how Trupanion empowers agents
and earns customer loyalty

Make customer service effortless

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.

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

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 more about knowledge management
for customer service

Engage on your customers' terms

Social care

Social care

Engage customers on their terms on social channels. Listen and analyze interactions at scale. Create cases based on social interactions, and use social data, like sentiment, to trigger workflow and handing.

Read how to "wow" customers with social

Anticipate the needs of your customers

Service analytics

Service analytics

Identify trends, anticipate opportunities, and gain insight through dashboards, deep analytics, and powerful data visualization capabilities.

See how Power BI can help reduce
customer effort scores

Discover customer success stories

See how these companies are advancing with Microsoft Dynamics. See more.

  • Metro Bank and Microsoft Dynamics video case study
    Metro Bank revolutionizes banking with Microsoft Dynamics
  • Pandora and Microsoft Dynamics video case study
    Pandora delivers gifts of love and lasting meaning
  • City of London and Microsoft Dynamics video case study
    City of London improves customer satisfaction with Microsoft Dynamics
  • Oklahoma City Thunder and Microsoft Dynamics video case study
    Oklahoma City Thunder scores with season ticket holders


Check out these materials to help you grow your sales channels.

Wow your customers with amazing service. Get the e-book
Download the Wow Service Social Intelligence Guide

Learn the ABCs
of modern sales.

Get the e-book

Learn how to deliver amazing
service experiences on social.

Get the e-book

What is CRM for service?

Customer relationship management (CRM) for service enables companies to provide relevant, responsive, and personalized service by connecting customers with service inquiries to the right answers at the right time—via their channel of choice. Agents are empowered with a single, Unified experience to deliver amazing customer experience with cross-channel context.

* Snow, Richard J. "The Real Truth on Agent Performance and Workforce Optimization." Ventana Research. September 19, 2013.

Social is for Closers - download the ebook - Microsoft Dynamics | Social Intelligence Guide for Sales