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Service teams that earn high satisfaction share a common approach: every agent has full context before the conversation starts, routine tasks run automatically, and leaders have real-time visibility.
AI Agents assist you in real time: summarizing case history, drafting responses, and suggesting resolution steps.
Every inquiry, email, phone, chat, social, managed in one place, with full history and SLA tracking.
Serve customers across voice, live chat, email, WhatsApp, and social media with consistent context everywhere.
Copilot searches your knowledge base and delivers relevant articles directly to agents and customers, accelerating resolution.
Real-time visibility into queue health, agent performance, and SLA status, empowering leaders to coach proactively.
Intelligent case routing, priority escalation, and automated follow-ups, so your team can focus on customers.
Dynamics 365 Customer Service is a cloud-based service management solution that helps organizations deliver faster, more personalized support across every channel. It brings together case management, AI-powered agent assistance, omnichannel engagement, and real-time dashboards in one connected platform.
Yes. It includes native omnichannel capabilities supporting live chat, email, voice, SMS, WhatsApp, Facebook Messenger, and more, all managed through a single agent interface, with full conversation history regardless of which channel the customer used.
Copilot acts as a real-time AI assistant for every agent. It summarizes previous case history, drafts suggested responses, recommends relevant knowledge articles, and identifies next best actions, all within the agent workspace.
Yes. It integrates natively with other Dynamics 365 applications, including Sales, Customer Insights, and Field Service, as well as a wide range of third-party systems, so agents see a customer’s full relationship history in one view.
According to the March 2024 Forrester TEI study, organizations using Dynamics 365 Customer Service saw a 40% increase in agent productivity. AI contributes by eliminating time spent searching for information and drafting responses from scratch, freeing agents to focus on resolution.
Yes. Intelligent case routing ensures inquiries reach the right agent first time, AI chatbots can handle high-volume routine inquiries automatically, and supervisor dashboards give team leaders the visibility to manage capacity in real time.
