Microsoft Dynamics 365 for Customer Service

Deliver unparalleled service to your customers

Deliver unparalleled service to your customers with Microsoft Dynamics 365

Microsoft Dynamics 365 for Customer Service provides your business with all the tools it needs to deliver service that stands out from the competition. Increase your agents’ efficiency and productivity and ensure rapid and personalized service that will build customer loyalty. Make sure that priorities are met according to the terms of your contracts and support plans by streamlining and automating the support queue. Give your agents access to procedures, references as well as the history of communications and cases so that they have all the information they need to answer your clients’ concerns.

The business intelligence tools built into the Microsoft Dynamics 365 solution allow you to analyze your results and performance through dashboards and visualizations. It is therefore easier for you to know whether your organization is able to provide the level of service your customers expect and fulfill its commitments to ensure their satisfaction.

Why manage your customer service with Microsoft Dynamics 365?


Build customer loyalty

Offer your customers better interactions and service that stands out from the competition to win their loyalty. Ensure that your agents have all the relevant data in hand at all times so that your customers don’t have to repeat themselves. Through a self-serve online portal, give them the capacity to find quickly answers to their questions.


Increase the efficiency and the productivity of your agents

All information about your clients and cases can be accessed from a single interface, so that your agents have immediate access to the data they need to provide rapid and personalized service. Procedures and references are available to help your agents and key fields can be highlighted to speed up the process.


Improve your queue management

Make a list of the elements that define your support plans, such as response time or number of calls per month, in order to establish the business rules to queue cases in order of priority. Alerts can notify managers of unusual situations and a process by levels of intervention can be automated.


Decrease average resolution time

With an optimized management of your queue and centralized information available at all times to your agents, you can speed up the average time to resolve incidents and ensure that you meet the promises made to your customers. By doing so, you increase their satisfaction and the loyalty rate.

With Microsoft Dynamics 365, you have tools with a familiar interface that allow you to better understand and serve your customers to win their loyalty. Download this white paper to see learn more.

Key functionalities

Interactive portal and dashboards

Relevant and key support information is available to the customer service team through an interactive portal. With the ability to see critical items right away, from this portal, your agents are able to complete their tasks and resolve cases faster. Dashboards present data updated in real time and can be fully customized according to roles and needs.

Queue management according to contracts and priorities

Business rules can be put in place to ensure that incidents are resolved according to the priority and terms of your customers’ contracts and support plans. This allows you to streamline your queue management and ensure that your customers receive the service they expect within the promised timeframe. In the event of escalations, case transfer is done automatically, thus facilitating the work for your agents.

Centralized and easily accessible information

Give your agents access to the entire history of communications with your customers, centralized and updated in real time across the system. Everyone has the key information on hand to answer questions and resolve the incidents as quickly as possible, without having to constantly ask customers to repeat themselves. Procedures and references are available to the agents so they can find the answers they need to close cases.

Optimized case creation and allocation

Optimize the management process for new cases whether they come in by phone, by email or through  an online form. Put in place business rules to allocated these cases and incidents to the appropriate representatives, based on criteria such as location, product or priority level. There is no confusion as to who should take care of what and customer service representatives can spend less time trying to figure out what they should do and more time helping out customers.

Self-service capabilities and searchable knowledge base

Give your clients the ability to find answers to their questions with a self-service online portal and a searchable knowledge base that they can access at their convenience. Without having to call or email, they can quickly find answers to common questions and can better assess the next step to take if they require additional help. By offering this to your clients, you can alleviate your wait queue and ensure that your agents can focus on priority cases.

Evaluation of your customer service and of client satisfaction

Put in place the performance indicators necessary to evaluate your customer service, based on various criteria: customer satisfaction, loyalty or conversion rates, average resolution time, etc. Measure the performance of your business and provide feedback to your customer service team so they can continually improve and deliver the outstanding service your customers expect from you.

Benefits for all members of your organization


Business intelligence tools integrated with Microsoft Dynamics 365 for Customer Service make it easy to measure the loyalty or conversion rate of your customers as well as the different metrics based on which your company evaluates the service it offers. The data can be easily accessed through dashboards and visualizations so you can gain better insight on whether your organization is able to fulfill its engagements.

Customer Service Supervisor

Supervisors gain more visibility into the performance of their customer service team, allowing them to provide feedback so that they can continue to improve. Alerts automatically notify them when there is an unusual situation that needs to be dealt with or when targets are not met.

Customer Service Representative

By having access to a knowledge and procedure base as well as to the communication history of all customers, representatives have all the data they need to address your customers’ concerns. The automated and streamlined queue management enables them to deliver the level of service your customers expect, in a timely manner.

These days, meeting the expectations of customers require the input of all departments in your organization. Read this eBook to learn how a Microsoft Dynamics 365 solution can benefit teams other than sales.

Are you ready for a new system?

Still not sure if a new management solution would be right for your organization? Read these eBooks to learn more about the implementation of a new business management system:

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Companies are looking to take their integrations one step further in order to get the information that they need in real time and more efficiently. This way it becomes easier to distribute pertinent information to all employees in the organization who may need access to specific customer and operational data. Everyone across your organization can benefit from an integrated solution. Download this eBook and see how integrating your financial system to Microsoft Dynamics 365 will be helpful for these four key members.
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Implementing a new management information system, whether it’s an ERP or a CRM solution, is no easy task. This eBook provides a checklist of 10 points for you to consider, from the long-term adaptability of the system to deployment modes. This way, you will have a better idea of what kind of solution would best meet your organization’s requirements, expectations and objectives, both in the short and long term.
>> Read about the key points to consider when choosing a new management information system