Dynamics 365 Customer Service
Empower service representatives to resolve issues quickly using generative AI and automation.
Overview
Optimize service operations
Transform your service operations with generative AI, the Internet of Things (IoT), and mixed reality
Resolves issue faster with Copilot
Save service representatives time by using Copilot in Dynamics 365 Customer Service to help diagnose, troubleshoot, and draft customer responses.
Get real-time insights
Empower service representatives with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
Connect with the right service rep
Increase first-call resolution with AI-based routing that classifies issues and assigns them to the best-suited service representative.
Collaborate live in Team
Bring together experts who resolved similar cases, and then collaborate in Microsoft Teams for quicker issue resolution.
Provide Ai-powered chatbots
Resolve customer issues in real time with intelligent, conversational, generative AI-powered bots.
Deliver Conversational IVR
Resolve issues quickly through human-like interactions with generative AI-powered, conversational interactive voice response (IVR).
Self-serve with automation
Increase productivity by automating routine tasks as well as complex transactions.
Get answers from community portals
Collaborate, share tips, and gather rich insights from other users and experts in personalized community portals.
Get supervisor insights
Access an omnichannel insights dashboard with AI-driven conversation, channel analytics, and key performance indicators all in one place.
Find Coaching Opportunities
Detect emerging trends and identify improvements across support topics, service rep-customer interactions, and knowledge management.
Drive efficiency with automation
Eliminate manual processes with more than 1,000 prebuilt flows and add custom data connectors to your ecosystem.
Predict and plan staffing levels
Plan for the right level of staffing based on seasonality, predicted number of cases, and conversational volume with the forecast report feature.
Build on an open and extensible platform
Reduce costs by building on existing capabilities and interoperating with other business applications—all on a single platform.
Setup voice channle
Quickly set up phone systems for service representatives to assist customers on a scalable platform built and operated by Microsoft.
Enhance digital engagement
Provide faster service to customers on their preferred digital channel, including email, text, social network, or virtual assistant.
Provide Real-time translation
Effectively communicate with customers in their chosen language using real-time translation.
Use sentiment-based routine
Based on the customer’s emotions and needs, route the case to the right service representative every time.
Get 360-degree view of Customers
Seamlessly manage customer requests from any channel while handling multiple sessions at the same time.
Analyze sentiment
Deliver personalized responses with AI that registers customer engagement and understands customer intent in real time.
Learn customers' journeys
Gain insights through customers’ interactions and journeys to personalize offers and recommendations.
Transform service with an autonomous agent ready for work
Explore how our Case Management Agent automates key tasks throughout the case lifecycle—from creation to resolution, follow up, and closure—to reduce handle time and alleviate the burden on service reps.
Product demo
AI Pro Tips series
Meet Copilot, your everyday AI companion that works wherever you do. Service representatives now have an AI assistant to help them ramp up, solve complex issues faster, and free up more time to build relationships with customers.
PRICING
Dynamics 365 Customer Service pricing
Dynamics 365 Customer Service Professional
Get core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.
$50.00
user/month
Dynamics 365 Customer Service Enterprise
Get advanced customer service capabilities for a personalized experience, improved service representative productivity, and optimized operations.
$105.00
user/month
Dynamics 365 Customer Service Premium
Transform customer engagement with an integrated contact center and CRM service solution—all powered by generative AI.
$195.00
user/month
Lenovo reduces handling time by 20% with Copilot in Dynamics 365 Customer Service and Copilot in Dynamics 365 Contact Center.
Products
Next steps
Try Dynamics 365 Customer Service
Provide exceptional, personalized, seamless service to earn customers for life.
