Dynamics 365 Customer Service
Respond faster and better with an omnichannel and AI-powered service center.
Dynamics 365 Customer Service centralizes cases, channels, and knowledge to resolve issues with quality and in less time. With intelligent routing, SLA, knowledge base, Copilot and self-service bots, your agents handle requests via chat, voice, email, and WhatsApp, integrated with Teams and Power Platform. Monitor in real time and improve key metrics such as FCR, AHT, CSAT, and NPS with analytics and executive dashboards. .
Omnichannel
Serve through chat, voice, email, and WhatsApp from a single console. Unified customer history, handover to a human agent without losing context, and automatic interaction logging. Native integration with Teams and Power Platform, plus real-time metrics to improve FCR, AHT, CSAT, and NPS.
Case Management
Create and manage cases with queues, priorities, SLAs, and skill-based routing. Automate tasks and statuses with rules and Power Automate. Copilot suggests responses, summarizes conversations, and proposes next best actions, speeding up resolution.
Knowledge Base
Knowledge Base
Articles with versioning, approvals, and advanced search. AI suggests relevant content for agents and customers, and you can publish to a portal/FAQ with one click to boost self-service and reduce cost per case.