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Dynamics 365 Customer Service: the Essence

Microsoft Dynamics 365 Customer Service is a module for customer service automation that streamlines case and knowledge management, enables personalized service with a 360-degree customer view, and provides visibility into service agents' performance with dashboards and reports.

Gartner named Microsoft a Leader in 2021 Magic Quadrant for the CRM Customer Engagement Center.

Among renowned Dynamics 365 Customer Service users are The Coca-Cola Company, HP, Pandora Jewelry LLC, Adobe Inc., and Visa Inc.


Dynamics 365 Customer Service Key Features

Case management

  • Automated case creation based on incoming requests submitted via email, web, phone calls, etc.

  • Case information tracking/storing (e.g., a case subject and ID, request description, history of interactions with a customer).

  • Manual case reassigning when different or deeper competencies are needed.

  • Intelligent case routing based on issue types and agents’ skills.



  • Customer analytics (e.g., customer journey, behavior, sentiment) to deliver personalized responses and create tailored offers and recommendations.

  • Tracking and analyzing customer behavior and data to identify engagement opportunities, increase CSAT, and reduce cart abandonment (predictive targeting).


Customer interaction management

  • 360-degree view of customers.

  • Omnichannel communication with customers (email, text message, social network, virtual assistant, etc.).

  • Pre-written templates for emails, entitlements, and knowledge base articles.

  • Voice-based customer verification.

  • Real-time translation of communications with customers for agents.


Agent productivity

  • Agent desktop with profile histories and engagement transcripts.

  • Built-in integration with Microsoft Teams for effective collaboration and faster resolution.

  • Knowledge base for agents.

  • Real-time insights and proactive recommendations for agents during communication with customers.

  • Community portals to share tips and get insights from other agents.


Customer self-service

  • Chatbots for customers to facilitate the resolution of typical cases without involving human agents.

  • Knowledge base for customers with the search by full text and relevance.

  • Customer portals to create or update tickets, view the knowledge base, leave feedback, and participate in surveys.



Support terms management

  • Entitlements to describe the terms of different types of customer service. Each entitlement needs its own SLA.

  • Service level agreements (SLAs) to define how fast cases need to be resolved and whether they should be escalated.



Note: If you need a comprehensive service solution, RSM Technologie recommends complementing your Dynamics 365 Customer Service with other service and support applications, such as Field Service, Remote Assist, Customer Insights, and Customer Voice.

Dynamics 365 Customer Service Customization Capabilities

Dynamics 365 Customer Service provides wide customization capabilities, including:


Case management workflows customization to automate customer service processes and rules of any complexity.


Data structure customization to add or rename attributes of objects like Customer, Contact Person, Case, etc., which enables tracking and using information specific for your business in automated workflows.


Automation of routine operations and business rules.


Forms customization to create custom forms for surveys, quizzes and polls to collect customer feedback, measure employee satisfaction, etc.

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Case Management

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