Scale operations with Dynamics 365 Customer Service Professional

Discover the end-to-end solution that delivers consistent, connected support across all channels.

Transform support with Customer Service

Exceed expectations with a customer service solution that supports seamless experiences for both your customers and employees.

New voice channel streamlines omnichannel customer experiences

The Customer Service omnichannel capability set now includes a new voice channel, built on Azure Communication Services.

Provide self-service support

Activate virtual agents for modern self-service solutions

Quickly address and resolve issues using AI-powered virtual agents, freeing agents to handle more complex matters.

Give customers direct access to your knowledge base

Deliver immediate access to the right content at the right time on the right channel.

Share knowledge through community portals

Collaborate, share tips, and leverage rich insights from experts and external users.

Personalize customer service engagements

Get a 360-degree view of your customer

Give agents a holistic view of the customer’s profile and their previous interactions with your support team.

Interact with customers on their preferred channel

Omnichannel support delivers consistent, connected experiences across channels including voice, chat, SMS, Facebook Messenger, WhatsApp, WeChat, Twitter DM, and Line—all from a unified agent desktop.

Anticipate customer needs

Get at-a-glance views of the conversation summary, support history, and the customer’s recent cases.

Empower teams with tools for increased productivity

Help agents get answers faster

AI-powered suggestions use real-time context cues to recommend similar knowledge articles or cases. Agents can reference those resources to resolve customers’ issues quickly.

Engage experts faster

Use Microsoft Teams, now integrated directly within the agent desktop, to help agents connect with subject-matter experts and resolve complex cases quickly, regardless of their job function or location.

Analyze and act on customer feedback

Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.

Optimize service with actionable insights

Analyze comprehensive support insights

Built-in AI detects emerging trends and automation opportunities across support topics, agents, engagement channels, and knowledge management to enhance support delivery.

Adapt quickly to real-time customer sentiment

Understand customer interactions in real time using sentiment analysis and translation. Give agents the context they need to steer conversations toward a positive resolution.

Track success against key performance indicators

Get actionable insights and improved visibility into how agents and support topics are affecting organizational KPIs.

Discover how Dynamics 365 Customer Service Professional can transform the way you do business

Consistently deliver exceptional customer service, drive connected and empathetic experiences, and empower agents with the right tools at the right time. Customer Service Professional is a streamlined customer support solution that works seamlessly with familiar tools and makes managing customer relationships simple. As your business needs grow, easily add capabilities for sales, marketing, or field service.

Get started today by choosing the option that’s best for your business needs.

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