Customers expect fast and consistent responses—whether they reach out by email, chat, phone, or social media. Microsoft Dynamics 365 Customer Service brings all inquiries together in a single workspace, giving customer service agents full context so they can resolve the issue on the first attempt.

What do you get with Microsoft Dynamics 365 Customer Service?

Real-time collaboration and a complete overview

Start conversations across multiple channels with a virtual agent built in Microsoft Copilot Studio. Seamlessly transfer the entire conversation to a customer service representative when needed, and use the dashboard to keep track of all active cases. Then use the service calendar to view available resources, so you can prioritize excellent customer service at all times.

Case management and intelligent routing

All inquiries become cases with clear ownership, deadlines, and history. Intelligent routing automatically assigns cases based on expertise, capacity, and priority, while service level agreements (SLAs) track response and resolution times without requiring manual oversight.

Copilot and AI agents

Copilot summarizes cases and conversations, suggests responses grounded in your own knowledge base, and drafts emails. There are also dedicated AI agents for case management, customer intent, quality assessment, and knowledge management that can handle entire workflows—with human oversight where needed.

Self-service that reduces the workload

A customer portal and virtual agents built in Microsoft Copilot Studio handle simple questions around the clock. This gives customer service representatives time to focus on cases that genuinely require a person—and customers do not have to wait for answers they could have found themselves.

A complete IT system for handling all customer inquiries