Microsoft Dynamics

Case management and customer service platform
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Publisher

Microsoft

About this software

Microsoft Dynamics 365 Customer Service is a cloud-based application that manages customer interactions, cases, and service operations. It provides case management, knowledge base, SLA tracking, dashboards, and AI-powered insights to help service teams prioritize and resolve issues. Omnichannel engagement capabilities are available as a separately licensed add-on for integrated chat, SMS, and social channels.

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Microsoft Dynamics

Microsoft Dynamics
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Benefits

  • Case management: Create, track, and resolve customer cases with workflow and SLA support.
  • Knowledge base: Publish searchable articles to help agents find answers faster and reduce repeat contacts.
  • Analytics and reporting: Built-in dashboards and reports provide service metrics and agent performance visibility.
  • AI assistance: AI suggests case resolutions, knowledge articles, and next best actions.
  • Omnichannel add-on: Add-on supports chat, SMS, and social channels for unified customer engagement.

Available languages

  • English
  • Spanish
  • French
  • German
  • Chinese (Simplified)

Support information

  • Documentation and guides: Official product documentation available on Microsoft Learn and Docs sites.
  • Community forums: Dynamics 365 community forums provide peer help and shared solutions.
  • Admin and deployment resources: Admin guides and deployment best practices are on Microsoft Docs.
  • Support plans: Commercial customers can access Microsoft support through licensed support channels.
  • Updates and roadmap: Product updates, feature announcements, and roadmap details are published on Microsoft sites.

Frequently asked questions

What core capabilities does Customer Service include?
Core capabilities include case management, knowledge management, SLA and entitlement tracking, reporting dashboards, and AI-driven suggestions to support agent productivity.
Is omnichannel functionality included or separate?
Omnichannel for Customer Service is offered as a separately licensed add-on to provide integrated chat, SMS, and social channel engagement.
Who is this product designed for?
The product is designed for customer service teams in mid-size to enterprise organizations needing case tracking and service operations tools.
Where is the product hosted and deployed?
Dynamics 365 Customer Service is delivered as a cloud service hosted on Microsoft's cloud infrastructure and accessed via web and supported clients.
Can it integrate with other Microsoft services?
Yes, it integrates with Microsoft Power Platform, Microsoft 365, Teams, and other Dynamics 365 applications for automation and collaboration.