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Dynamics 365 Customer Service gives you a suite of features to help assist your customers and give them the best possible experience with your company and its products.

Earn customers trust with quality support enabled by a case management system. Customer Service is an important part of any good Customer Relationship Management (CRM) solution.

A hub for everything customer service focused

Boost customer satisfaction with tightly integrated case management from Dynamics 365 Customer Service.

Easy case management

Give your customers a quality experience. Agents can easily manage and resolve customer issues with a full view of their interactions with you.

Collaborate easily

Bring in the subject matter experts for complex cases to help more easily find a quality solution for your customer.

Smart skillset routing

Get things solved quickly by sending cases to the right people in your team. Auto assign agents with the right skillsets.

Optimise with analytics

Get insights into your team’s engagement and customer satisfaction with dedicated and detailed dashboards and analytics.

AI Copilot

Save time by leveraging information from generative AI to find accurate information both across the web and internally within company knowledge bases.

Ready for the future

A system that grows with you. Active investment from Microsoft sees new features automatically added to your system.

Works great with Dynamics 365 Business Central

Avoid double data entry and looking after multiple sets of data by connecting Customer Service to Dynamics 365 Business Central.

Combining the power of Business Central’s customers, contacts, currencies, vendors, shipping information, and more with Customer Service gives you the best of both worlds.

Leverage a dedicated service hub solution that lets your Customer Service team focus on what’s important for them.

Easily extended to suit your business

We understand that not every business is exactly the same, so the system can be tailored by our knowledgeable team to match your operational needs and industry best practice.

Get the most out of your system by speaking with our team to help decide the best SKU for you.

FeatureDynamic 365 Customer Service ProfessionalDynamic 365 Customer Service Enterprise
Unlimited named usersIncludedIncluded
Case managementIncludedIncluded
Knowledge managementIncludedIncluded
Mobile interfaceIncludedIncluded
Reporting via Power BIIncludedIncluded
Integrates to Business CentralIncludedIncluded
Embedded IntelligenceNot IncludedIncluded
Analytics and KPI reportingNot IncludedIncluded
Customer PortalNot IncludedIncluded

Add-ons for digital messaging, voice, and chat all require add-in licences and an Enterprise SKU.

Stays up to date with the latest technology

Your system is always up to date with automatic updates. Learn about what’s new with Customer Service.