Case Management
- Automated case creation from email, chat, and social
- Intelligent routing to the right agent
- Unified agent workspace with full customer context
Deliver faster, more consistent and personalised customer service.
Transform Case Handling. Protect SLAs. Empower Your Agents.
Customer Service leaders are measured on one thing: consistent, efficient service delivery. But slow resolutions, manual processes, and scattered information make that nearly impossible.
The Dynamics 365 Difference
Microsoft Dynamics 365 Customer Service gives you a connected, automated platform to resolve cases faster, reduce SLA breaches, and deliver service excellence at scale.
- Faster resolution
Automated routing, AI-powered recommendations, and a single workspace help agents work faster, even during volume spikes. - SLA compliance, every time
Track SLAs in real time, prioritise incoming issues automatically, and proactively prevent breaches with intelligent alerts. - Consistent, high-quality service
Standardise responses with AI-assisted knowledge articles, guided workflows, and contextual recommendations. - Remove manual steps & rework
Automate repetitive tasks, unify information, and eliminate the need to jump between systems across your service team. - Complete visibility into customer issues
Give your agents a 360° view of customers; case history, interactions, entitlements, and more, all in one place.
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A single unified solution
Microsoft Dynamics 365 provides visibility across every touchpoint, native AI makes keeping customers satisfied seamless.
Knowledge Management
- AI-suggested articles during case handling
- Easy curation and publishing for internal and external use
- Consistent, accurate answers across all channels
Service Level Agreements
- SLA timers, escalation rules & alerts
- Multi-tier SLA tracking for complex accounts
- Dashboards to monitor compliance performance
Service Automation
- Workflow automation for approvals, escalations, and updates
- Automatic data capture and case enrichment
- Zero-touch processes for repetitive work
Self-Service Portals
- Branded customer portals for case submission & tracking
- Embedded knowledge search for deflecting cases
- Community forums and virtual agents for 24/7 help
Agentic AI That Sets You Apart
Microsoft uniquely combines CRM, AI, and productivity tools into one connected service platform, giving customer service teams unprecedented speed and intelligence.
- Agentic AI Built into Every Workflow
Unlike bolt‑on AI tools, Microsoft’s Agentic AI is embedded across Dynamics 365 and Microsoft 365, enabling the system to take action automatically, not just offer suggestions. - Unified Data Across Your Entire Organization
Because Dynamics runs on Microsoft, your agents get a true 360° customer view, pulling together case history, interactions, knowledge, and operational data without custom integration. - Native Copilot Experience Across Apps
Agents access the same Copilot intelligence used in Outlook, Teams, and Office, driving consistent experiences and eliminating context switching. - Enterprise‑Grade Security & Compliance
With Microsoft’s global cloud, your customer data stays secure, compliant, and governed, supporting industries with strict regulatory requirements. - Scales with Your Service Strategy
From self-service portals to full omnichannel contact centers, Dynamics adapts to growing case volumes, more channels, and advanced automation needs, all without replatforming.
Ready to deliver great customer experience at scale?
See how Dynamics 365 can transform your service operation.
get in touch today
