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Dynamics 365

Dynamics 365 Customer Service

Empower agents to resolve issues quickly using generative AI and automation
Overview

Empower your agents and transform customer service

Exceed customer expectations by delivering exceptional service on any channel.
  • Save agents time by using Copilot in Dynamics 365 Customer Service to diagnose, troubleshoot issues, and help draft customer responses.
  • Empower agents with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
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  • Increase first-call resolution with AI-based routing that classifies issues and assigns them to the best-suited agent.
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  • Bring together experts who resolved similar cases, and then collaborate in Microsoft Teams for quicker issue resolution.
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Product demo

Learn how agents become super agents

Meet Copilot, your everyday AI companion that works wherever you do. Agents now have an AI assistant to help them ramp up, solve complex issues faster, and free up more time to build relationships with customers.

The Total Economic Impact™ Of Microsoft Dynamics 365 Customer Service

Discover the cost savings and business benefits enabled by Dynamics 365 Customer Service in this commissioned study conducted by Forrester Consulting.1
311%
Return on investment
40%
Reduction in average handling time
20%
Improvement in 1st call resolution
15%
Decrease in misroutes
Pricing

Dynamics 365 Customer Service pricing

Dynamics 365 Customer Service Professional

user/month
GST extra as applicable

Get core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.

Dynamics 365 Customer Service Enterprise

user/month
GST extra as applicable

Get advanced customer service capabilities for a personalized experience, improved agent productivity, and optimized operations.

Partners

Discover Microsoft partners

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Consulting services

Access a wide range of architecture planning, implementation, and support services.
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Partner apps

Extend and enhance your Dynamics 365 solution with hundreds of prebuilt apps.
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FastTrack for Dynamics 365

Go live confidently with onboarding and training led by Microsoft experts and partners.
Customer stories

Real customers, real results

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Next steps

Try Dynamics 365 Customer Service

Provide exceptional, personalized, seamless service to earn customers for life.

Chat with a Dynamics 365 expert

Available Mon to Fri 6:00 AM to 3:00 PM Pacific Time

Request a call back

Have a Dynamics 365 expert contact you.

Call a Dynamics 365 expert

Available M-F 9 AM to 6 PM.

[1] Results are over three years for a composite organization based on customers interviewed for a commissioned study delivered by Forrester Consulting, The Total Economic Impact™ of Microsoft Dynamics 365 Customer Service, February 2024.

[2] Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Wynn White, Drew Kraus, 1 November 2023.

 

Gartner is a registered trademark and service mark and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.
 

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
 

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