Looking for a quick summary? Here’s a 1-minute video on D365 Customer Service from our CTO, Kyle Hill.
If you want more detail, read below for the full blog on “What is Dynamics 365 Customer Service?”
Part of the wider suite of Dynamics 365 CRM apps, Dynamics 365 Customer Service is a comprehensive platform designed to empower businesses to deliver exceptional customer service.
Dynamics 365 Customer Service leverages AI, automation, and next-gen technology to help organisations:
- Engage effectively with customers
- Resolve issues faster
- Anticipate customer needs with AI-driven insights
- Build long-lasting relationships
- Automate common processes
- Use omnichannel messaging to reach customers (email, SMS, chat)
- Enable customer self-service portals
In today’s competitive market, having an efficient customer service CRM is essential.
Dynamics 365 Customer Service is an excellent customer service and case management tool with cutting-edge AI integration and omnichannel capabilities.
Dynamics 365 Customer Service Features
Dynamics 365 Customer Service offers a variety of features to enhance service delivery:
1. Case Management
Track, manage, and resolve customer issues across various touchpoints. Get a single view of customers and their history from end to end.
2. Copilot for Dynamics 365 Customer Service
Copilot for Dynamics 365 customer service (Microsoft’s AI assistant) gives you contextual summaries, automates routine tasks, and provides real-time AI assistance to agents.
3. Customer Self-Service Portal
Allow customers to self-register common issues to save staff time via the customer self-service portal.
4. AI-Driven Insights
Utilise built-in AI to provide predictive analytics, recommending next-best actions and automating routine tasks. Know your customers’ needs before they do.
5. Omnichannel Capabilities
Engage customers across channels like chat, email, social media, and voice, ensuring a consistent experience that reaches customers on their preferred channel.
6. Service-Level Agreements (SLAs)
Set and monitor response and resolution times to ensure high service standards across your customer service team.
7. Knowledge Base Integration
Enable customers and agents to access helpful articles, troubleshooting guides, and FAQs for quicker issue resolution without staff intervention.
These are some of the key Dynamics 365 Customer Service features that organisations can harness.
Dynamics 365 Customer Service Benefits
Dynamics 365 Customer Service brings several key benefits to businesses and public sector organisations that are looking to improve case management, insights, and productivity.
1. Improved Customer Satisfaction (you keep them happy)
Personalised interactions and faster resolutions lead to happier customers. You can use omnichannel messaging to reach customers via their preferred communication methods, also improving customer satisfaction.
Additionally, customer self-service portals help customers to self-report and self-diagnose common issues without waiting for staff assistance, improving satisfaction even further.
At the end of the day, happy customers make for a happy business.
2. Increased Efficiency (free up staff time)
D365 Customer Service allows you to automate routine tasks and use intelligent case routing to optimise agent productivity.
In other words, you automatically assign your best agents to specific cases and free up more of their time to deal with complex tasks and issues.
3. Streamlined Service Processes (make smarter decisions, faster)
Dynamics’ unified view of customer data helps in faster decision-making and smoother operations.
You have the information to make smarter decisions, faster. Anticipate customer needs before they even arise and always stay a step ahead of their needs.
4. Native Microsoft Integration (and third-party app connectors)
Dynamics 365 Customer Service integrates natively with other Dynamics 365 apps (such as Sales, Field Service, and Customer Insights – Journeys) as well as the Microsoft ecosystem as a whole (Outlook, Teams, LinkedIn, etc.)
Dynamics 365 Customer Service integration also allows it to connect to hundreds of third-party apps such as:
- HubSpot
- Mailchimp
- Zendesk
- Xero
- Third-party CRM tools
- Social media platforms
- Collaboration tools
- And more
These integrations ensure a smooth flow of information across your entire business, leading to better data-driven decisions and improved customer interactions.
5. High User Adoption (staff tend to actually use it)
Many organisations use Microsoft 365 apps such as Teams and Office to run their operations. Dynamics 365 Customer Service has a familiar Microsoft UI and easily works with these familiar applications.
As a result, staff user adoption tends to be high.
How to Implement Dynamics 365 Customer Service?
Dynamics 365 Customer Service implementation requires careful planning to ensure a smooth deployment and adoption.
Here’s a step-by-step guide:
1. Define Your Needs (what are your current pain points?)
Assess your current customer service operations and identify areas for improvement.
Common customer pain points include things such as:
- Inefficiency: Manual processes and lack of automation
- Poor Data Insights: Limited actionable data and analytics
- Integration Issues: Difficulty integrating with modern tools
- Scalability Problems: Struggles to handle growth and increased data
- Outdated Interface: Unfriendly user experience
- Security Risks: Vulnerable to cyber threats
Addressing these pain points often involves transitioning to modern CRM systems like Dynamics 365 Customer Service that offer better automation, integration, data analytics, and security features.
2. Plan Your Deployment with a Microsoft Partner
Work with a Microsoft partner to tailor the platform to your specific requirements.
Of course we’re biased, but ANS is an excellent choice for organisations looking to implement Dynamics 365 under the watchful eye of award-winning tech experts.
We were Microsoft UK Services Partner of the Year 2024, and have been awarded the Microsoft Inner Circle Award for eight years in a row.
So, you know… you are in good hands.
Why not book in a call?
3. Configure the System (don’t forget the data!)
Set up features like case management, SLAs, and omnichannel support.
Once you have decided what features will benefit your business, begin setting them up and ensuring that the data is ready to feed into these new systems.
ANS’s award-winning Microsoft experts can guide you through this process.
4. Training & User Adoption (make sure people actually use it)
Train your customer service team on how to use the system effectively. At the end of the day, the system can only go so far if staff use it incorrectly.
Luckily, Dynamics 365 Customer Service has a familiar Microsoft UI, generally helping to increase user adoption.
5. Ongoing Support
Regularly monitor performance and adjust configurations as necessary.
If you need ongoing support, ANS’s Dynamics 365 Managed Services could help.
D365 Customer Service vs Salesforce, Zendesk & Freshdesk
When compared to other leading customer service platforms, Dynamics 365 Customer Service offers distinct advantages:
- Salesforce Service Cloud: While Salesforce excels in customisation, Dynamics 365 provides deeper integration with other Microsoft products, enhancing productivity across the enterprise.
- Zendesk: Zendesk is great for small businesses, but Dynamics 365 is more scalable and suitable for enterprise-level companies requiring complex service workflows.
- Freshdesk: Freshdesk focuses on simple user interfaces and lower pricing, but Dynamics 365’s comprehensive AI and omnichannel capabilities make it a superior choice for businesses aiming for higher service levels.
So, why choose Dynamics 365 Customer Service?
The platform’s tight integration with Microsoft tools, advanced AI features, and omnichannel support make it an ideal choice for companies looking to transform their customer service.
Looking for the Dynamics 365 Customer Service enterprise price?
Book in a call to find out more.
Future Trends and Developments
As part of Microsoft’s continuous innovation, several upcoming features and enhancements are set to further elevate Dynamics 365 Customer Service:
- Enhanced AI Capabilities: Expect more advanced predictive analytics and natural language processing features to streamline service delivery.
- Improved Omnichannel Experiences: Microsoft is working to enhance integration with emerging communication platforms, making customer service even more seamless.
- Unified Self-Service Options: Microsoft plans to provide customers with more intuitive self-service tools, reducing the need for direct agent interaction.
Stay ahead of the curve by adopting these future-facing capabilities as they become available soon.
Dynamics 365 Customer Service FAQs
Here are some common FAQs on the Dynamics 365 Customer Service Features:
How does Copilot for Dynamics 365 Customer Service work?
Copilot for Dynamics 365 Customer Service leverages AI to assist customer service agents in real time, enhancing their efficiency and effectiveness. Here are the key functionalities:
- Automated Responses: Copilot can draft contextual answers to customer queries in both chat and email, helping agents respond quickly and accurately
- Case Summarisation: Copilot can summarise cases and conversations, providing agents with concise overviews that help them understand the context and history of customer interactions
- Knowledge Integration: Copilot interacts with knowledge bases and case histories to provide relevant information and solutions, ensuring agents have the expertise they need at their fingertips
- Task Automation: Routine tasks such as composing emails, drafting chat responses, and summarising cases are automated, allowing agents to focus on more complex issues
- Omnichannel Support: Copilot integrates seamlessly with various communication channels, including live chat, voice, and SMS, ensuring a consistent and unified customer experience.
By providing these capabilities, Copilot helps customer service teams deliver exceptional care and resolve issues more efficiently.
What is the difference between Dynamics 365 Field Service and customer service?
Dynamics 365 Field Service focuses on managing and optimising on-site service operations. It includes features like work order management, scheduling, and asset management to ensure efficient service delivery at customer locations.
On the other hand, Dynamics 365 Customer Service is designed to enhance customer support experiences through case management, knowledge base integration, and omnichannel engagement.
While Field Service is about optimising field operations, Customer Service focuses on improving customer interactions and satisfaction.
What is the difference between Dynamics 365 Customer Service and sales?
Dynamics 365 Customer Service is focused on managing customer support and service operations, providing tools for case management, knowledge base, and omnichannel engagement to enhance customer satisfaction.
Dynamics 365 Sales, however, is geared towards managing the sales process, including lead and opportunity management, sales forecasting, and pipeline management.
It helps sales teams build relationships, streamline sales processes, and close deals more effectively.
What is the difference between Dynamics 365 Customer Service and Customer Insights – Journeys?
Dynamics 365 Customer Service focuses on enhancing customer support experiences through case management, knowledge base integration, and omnichannel engagement.
Dynamics 365 Customer Insights – Journeys (formerly Dynamics 365 Marketing) is designed to help businesses create and manage customer journeys.
It allows organisations to visualize and automate the customer journey, from initial contact through nurturing and conversion. This includes segment-based and trigger-based journeys, enabling personalised and timely customer interactions
Customer Insights – Journeys focuses on orchestrating and automating marketing and engagement activities throughout the customer lifecycle.
What is Dynamics 365 omnichannel for customer service?
Dynamics 365 Omnichannel for Customer Service extends the capabilities of Dynamics 365 Customer Service by enabling organisations to connect with customers across various digital messaging channels, including live chat, voice, and SMS.
Omnichannel provides a unified interface for agents to manage interactions, ensuring a seamless and efficient customer service experience.
The application also includes tools for real-time notifications, integrated communication, and agent productivity
What is the pricing for Dynamics 365 Customer Service?
The Dynamics 365 Customer Service pricing varies based on the plan and the number of users. Curious about Dynamics 365 Customer Service pricing? Get in touch.
Conclusion
In summary, Dynamics 365 Customer Service is a powerful CRM tool for enhancing customer engagement, improving service efficiency, and delivering superior customer support.
Its rich feature set, seamless integrations, and AI-driven insights make it a top choice for businesses of all sizes looking to elevate their customer service game.
If you’re ready to explore how Dynamics 365 can transform your customer service operations, book in a call today for a personalised consultation or a product demo.