Earn customers for life

Support customers anytime, anywhere with Dynamics 365 Customer Service. Empower your teams with insights into customer satisfaction–boosting analytics and AI-powered features to spend less time searching and more time engaging.

Microsoft 365 Customer Service

Personalize service

Consistently deliver the tailored service customers expect across channels using 360-degree customer views that allow agents to personalize every interaction.

Empower teams

Take the guesswork out of case resolution using tools designed to equip agents with the right information at the right time.

Optimize with AI

Simplify agent and customer experiences. Use rich insights to resolve cases faster, proactively serve agent suggestions, and quickly identify areas to automate.

Dynamics 365 Customer Service self service options

Personalize service with 360-degree customer views

Deliver value at every touchpoint and personalize every interaction. Better anticipate customer needs by using Dynamics 365 Customer Insights for a 360-degree view of each customer’s profile.

Interact with customers on their preferred channel—including voice, chat, SMS, Facebook Messenger, WhatsApp, WeChat, and LINE, and more—from a single, unified agent desktop.

Create a single, consistent service experience through a threaded view of the customer journey. Ensure every customer receives a unified experience, even if their case is transferred between agents or across channels.

Offer on-demand support with self-service portals. Give customers access to knowledge articles and AI-powered virtual agents to quickly resolve issues, saving time for your customers and your agents.

Empower your teams with enhanced productivity tools

Optimize agent performance and improve customer engagement by analyzing operations and interactions. Built-in analytics track real-time sentiment, knowledge-management insights, and support-topic clustering across channels.

Easily switch among open cases or tasks. Give agents the option to work across multiple open cases without losing context of any in-progress work.

Engage experts faster with cross-company collaboration. Use Microsoft Teams to help agents easily connect with subject-matter experts to resolve complex cases more quickly, regardless of their job function or location.

Intelligently route cases by topic or channel. Automatically assign cases to the agent best equipped to resolve them, reducing customer churn and time to resolution.

Measure and act on customer feedback submitted through surveys after every service engagement. Combine customer data with survey insights from Dynamics 365 Customer Voice, included with Customer Service.

Transform your break/fix service model into a proactive and predictive service model with Internet of Things (IoT) diagnostics, IoT device updates, and case management on one platform.

Dynamics 365 Customer Service Guidance
Dynamics 365 Customer Service 360 degree view

Optimize with AI to improve operational efficiency

Help agents get answers faster. AI-powered suggestions read real-time context cues to recommend similar knowledge articles or cases, which agents can reference to resolve customer issues more quickly.

Use insights reporting to identify key trends and automation opportunities across case topics, engagement channels, knowledge management, and customer-satisfaction drivers to enhance support delivery.

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

Why Dynamics 365 for Customer Service?


Role-based solutions built to deliver personal customer engagement


Familiar tools in the context of your sales processes


Built-in intelligence to proactively guide to optimal outcomes


Grow, evolve and transform with modern, extensible platform

Dynamics 365 Customer Service