Dynamics 365 Customer Service.
Building strong customer relationships begins with meaningful interactions.
Dynamics 365 Customer Service empowers service representatives with generative AI and automation to ensure quick issue resolution and personalisation of customer experiences across multiple channels, enhancing overall customer satisfaction.
What is Dynamics 365 Customer Service?
Dynamics 365 Customer Service is a cloud-based business application that provides personalised support, faster query resolution, and AI-driven assistance across channels such as live chat, phone, email, SMS, and social media. It boosts customer satisfaction and operational efficiency with customisable dashboards, real-time insights, and self-service options, helping agents deliver quicker, more effective solutions and build stronger customer relationships.
Dynamics 365 Customer Service Features
Personalised Interactions
Leverage AI to gain customer insights and deliver personalised recommendations and tailored support solutions.
Case management
Streamline complex service requests with guided processes, SLA tracking, and entitlements management, ensuring efficient resolution and compliance through real-time alerts.
Self service portals
Enable clients to log issues, track case status, and access real-time information. Reduce service requests by offering answers through integrated knowledge and data sharing.
Multichannel support
Engage with customers across multiple channels, including live chat, phone, email, SMS, and social networks.
AI agent assistance
Leverage AI to detect trends and helps prevent issues, while tools like call transcription and sentiment analysis enable faster resolution.
Real time reporting
Get real-time reporting across all service metrics so your delivery effort can be measured and reported, improving performance.
Unified customer view
Unify data to create single customer views that enable service teams to make informed decisions and drive personalised engagements across channels.
Feedback management
Capture and analyse feedback with Dynamics 365 Customer Voice to improve customer engagement, enrich data, and identify performance gaps.
D365 Customer Service Benefits
Strengthen customer relationships.
Personalise every interaction, and gain a comprehensive, end-to-end view of your customer interactions.
Meet customers where they interact.
Connect with customers seamlessly across multiple channels, ensuring support and engagement wherever they prefer to interact.
Get the hours back.
Automate repetitive tasks like case routing and data entry, freeing agents for complex issues resulting in increased efficiency and cost savings.
Anticipate customer needs.
Utilising machine learning to predict and address emerging issues before they escalate, ensuring quicker problem-solving.
Microsoft Inner Circle Award 2024-2025.
We have been awarded the 2024-2025 Microsoft Inner Circle Award for the eighth consecutive year. This recognition is given for our consistent performance in delivering innovative solutions, exceptional services, and unparalleled value to help businesses achieve greater success.
With the Inner Circle distinction, we are recognising a group of partners who have excelled at accelerating their customer’s digital transformation with Dynamics 365 and Power Apps solutions.
Peter Jensen | Microsoft Business Application Partner
Fast Deployment.
We deploy applications in weeks, rather than months (depending on the scope). This gives you quick wins and boosts user adoption.
ANS became an extension of our project team which meant the process of implementation was seamless. This has been the best CRM deployment I have ever been involved in.
James Fleming | Group IT Director
24/7 UK-based Support.
We offer 24/7/365 UK-based support — always here when you need us. Our ANS experts bring deep product knowledge, backed by extensive experience in implementing Dynamics 365 for hundreds of organisations.
ANS returned with a roadmap to get us where we wanted to be. There weren’t any surprises around pricing, and everything was as we’d hoped. We also received access to eLearning and support portal resources that our previous partner didn’t offer.
Trevor Kerr | Head of Digital - Together Trust
D365 Managed Services.
Maximise your Dynamics 365 investment with ANS Managed Services. Our UK-based team offers expert support, from maintenance to bespoke solutions and in-depth training. With flexible plans, including our Centre of Excellence service, we help you scale, optimise, and grow.
I’ve been delighted at the speed that they have been able to answer our questions and the outcomes that we’ve achieved in Dynamics 365. Our managed service has increased the pace that we’re able to do things such as configuring more features, adding more processes and making the system work better for us.
Anna Buckman | Global Sales Systems Manager - Socket Mobile
You’re in great company with ANS.
Our Accreditations
D365 Customer Service
Get to know your customers and deliver fast, personalised service and support with Dynamics 365 Customer Service. Learn more about how to transform service and earn customer trust with Microsoft Dynamics 365.
Deliver smarter, AI-powered support. Get your copy today!
FAQs: D365 Customer Service
Is this implementation approach right for our business?
Our accelerated implementation is perfect if you are:
- On a budget and want to avoid high upfront setup costs.
- Short on time and want to quickly deploy Dynamics 365.
- Looking to make immediate service improvements with a system you can grow into.
Looking for a bespoke service management solution? Contact us about our scope-led approach.
What information do I need to provide?
Before personalising your Dynamics 365 system, we will request additional detail about your case management process and what information you want to see in the system.
Our engineers will use your responses to tailor the system to your needs and share recommendations for further processing optimisations.
What features will be configured?
We will focus on getting you up and running with the case management capabilities of the Dynamics 365 Customer Service Hub.
Depending on your needs, we will also personalise SLAs and case queues. We don’t include advanced functionality within the scope of this engagement, such as United Routing or Omnichannel for Customer Service.
These features can be subsequently configured using our managed service or covered as part of a scope-led bespoke project.
When will I go live with Dynamics 365?
During this accelerated implementation, our team will work with you in an agile method to deploy Dynamics 365 Customer Service.
We aim to support your team in using its case management capabilities within 5 working days. To achieve this, the relevant personnel within your organisation must be available throughout the implementation process.
What support will I receive?
Through our managed services or Circle of Excellence subscription, your team can access user support to resolve Dynamics 365 issues and questions.
You can schedule technical consultancy and training sessions using inclusive hours to implement system changes and give you as much knowledge transfer as you need.
Is it possible to integrate Dynamics 365 Customer Service with other Microsoft products?
Yes, Dynamics 365 is natively integrated with other Microsoft products, such as Microsoft 365, Power BI, and more. Integration enhances collaboration and provides a unified experience for your teams. There are also 100s of connectors to integrate with third-party products not owned by Microsoft, such as HubSpot, Mailchimp and Zendesk.
What is a Case in Dynamics 365 Customer Service?
A Case in Dynamics 365 Customer Service is a record that represents a customer’s issue or question. It helps in tracking, managing, and resolving customer service requests by keeping all the relevant data in one place.
Can I customise the information captured in a Case?
Yes, you can customise the information that a case captures. You can configure the fields, forms, and views to capture the specific information relevant to your business.
How does Knowledge Base work in Dynamics 365 Customer Service?
The Knowledge Base in Dynamics 365 Customer Service is a repository of articles and information that can be used to resolve customer issues. Agents can search and use these articles while working on Cases to provide quick and accurate solutions.
Ready to do more, faster?
Enhance customer experiences with AI-driven insights and automation in Dynamics 365 Customer Service. Get started today!