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Microsoft Dynamics 365 Customer Service to Automate Customer Support

Microsoft Dynamics 365 Customer Service - ScienceSoft

Dynamics 365 Customer Service: the essence

Microsoft Dynamics 365 Customer Service is a module for customer service automation that streamlines case and knowledge management, enables personalized customer service with a 360-degree customer view, and provides visibility into customer service department performance with dashboards and reports.

Gartner named Microsoft a Leader in 2021 Magic Quadrant for the CRM Customer Engagement Center.

Among renowned Dynamics 365 Customer Service users are The Coca-Cola Company, HP, Pandora Jewelry LLC, Adobe Inc., and Visa Inc.

Automatic case creation

New cases for agents are created according to incoming requests submitted via email, web, phone calls, etc.

Automatic case routing

Cases are assigned to agents or queues according to predefined rules.

Key case information

Providing agents with key information about a case, including a case subject and ID, request description, origin, full history of interactions with a customer.

Merging similar cases

Allowing agents to combine multiple similar cases into one case according to predefined rules to keep track of them easier.

Reassigning a case

Providing a possibility to manually assign a case to another agent when different or deeper competencies are needed.

Knowledge management

Knowledge base for agents and customers

Enabling agents to create and manage knowledge articles for agents (accessed from the Unified Service Desk) and customers (via customer portal).

Knowledge base search

Allowing agents to access helpful information for quicker case resolution using Full-text search and Relevance search.

Service Level Agreements (SLAs) and entitlements


Defining how fast cases need to be resolved and whether they should be escalated.


Describing customers’ rights for different types of customer service (e.g., phone support only, phone + email or support across all communication channels). Each entitlement needs its own SLA.

Customer interaction management


(Sold separately)

Helping agents simultaneously manage multiple conversations with customers through different channels such as chat, phone, SMS, social channels, etc.


Pre-written templates for emails, entitlements, and knowledge base articles.

Self-service for customers


(Sold separately)

Facilitating the resolution of typical cases without involving human agents.

Customer portals

(Available starting from the Enterprise plan or separately)

Allowing customers to create or update tickets, view the knowledge base to solve issues independently, and more.

Analytics and reporting

Reports and dashboards

Displaying KPI information (e.g., total cases number, active, resolved, escalated cases) in configurable dashboards and providing customer service managers with various reports (e.g., the number of incoming cases broken down by a communication channel, agent or priority).

Customer Voice

(Sold separately)

Tracking, collecting, and analyzing real-time customers’ feedback.

Customer sentiment analysis

Automated measurement of the customer satisfaction level in real time based on the analysis of the last six messages from a customer.

Embedded Intelligence

(Available starting from the Enterprise plan)

Providing agents with intelligent recommendations concerning their next steps during the communication with customers.

Extra features

Unified Service Desk

(Available starting from the Enterprise plan)

Enables using multiple Dynamics 365 apps within one interface, which saves service agents’ time on tool-switching.


(Available starting from the Enterprise plan)

Gamifying agents’ performance to create healthy competition and additionally motivate them for better performance.

Offer Improved Convenience to Your Customer Service Agents

Automated case creation from any customer communication channel

Configurable queues to automate case routing

Knowledge articles for fast resolution of common customer challenges

SLAs to set up and track customer service KPIs

Contextual recommendations to assist agents in case resolution

Insights about customer service performance and corrective measures recommended

Dynamics 365 Customer Service Demo

Dynamics 365 Customer Service Demo

Learn how Dynamics 365 Customer Service capabilities help your customer service team handle multiple concurrent service cases quickly and effectively.

Valuable Integrations for Dynamics 365 Customer Service

You can enhance Dynamics 365 Customer Service capabilities by integrating it with relevant business applications:

Valuable Integrations for Dynamics 365 Customer Service - ScienceSoft

Dynamics 365 Customer Service + ERP

To enable agents access in Dynamics 365 Customer Service the latest information on the company’s products and services (products in stock, service pricing, discount terms, etc.) and the current status of customer orders and invoice details from ERP to answer customers’ questions.

Dynamics 365 Customer Service + sales and marketing tools

(e.g., Dynamics 365 Sales, Dynamics 365 Marketing)

To enable agents to view customer purchasing details in Dynamics 365 Customer Service; to help marketers create more personalized email campaigns with discounts addressed to the customers unsatisfied with the company’s products or services.

Dynamics 365 Customer Service + Field service management software

To streamline collaboration between field workers and customer service agents, when a customer case requires an on-site visit of a dedicated specialist; to manage work orders and resources, schedule field service visits from Dynamics 365 Customer Service.

Dynamics 365 Customer Service + Computer-telephony integration (CTI) system

To let customer service agents initiate and accept customer calls directly from Dynamics 365 Customer Service for boosted customer service speed.

Dynamics 365 Customer Service + Document management software

To enable agents to quickly and easily create, search and edit documents (e.g., product usage instructions, presentations) in Dynamics 365 Customer Service.

Dynamics 365 Customer Service Customization Capabilities

Dynamics 365 Customer Service provides wide customization capabilities, including:

Case management workflows customization to automate customer service processes and rules of any complexity.

Automation of routine operations and business rules.

Data structure customization to add or rename attributes of objects like Customer, Contact Person, Case, etc., which enables tracking and using information specific for your business in automated workflows.

Forms customization to create custom forms for surveys, quizzes and polls to collect customer feedback, measure employee satisfaction, etc.

ScienceSoft's Partnership - Microsoft Gold Partner

As a Microsoft Gold partner with 14 years of experience in CRM solutions, ScienceSoft offers a comprehensive range of Microsoft Dynamics 365 Customer Service services, including consulting, implementation, user training, and development of custom add-ons.

B2B customer service

  • Comprehensive account information (customer company name, contacts names, roles, hierarchy of contacts, etc.)
  • Wide integration capabilities of Dynamics 365 Customer Service (e.g., ERP, sales and marketing tools, document management systems).
  • Covering field service via integration with dedicated Dynamics 365 Field Service.
  • Knowledge base for agents with expert knowledge articles and descriptions of specific cases.
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B2C customer service

  • Case management automation to handle a large number of customer issues.
  • Knowledge base with FAQs for customers in a self-service portal.
  • Omnichannel communication to manage multiple conversations with customers (via chat, phone, SMS, Facebook Messenger, WhatsApp, etc.).
  • Email templates.
  • Customer satisfaction surveys.
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Ecommerce customer service

  • 360-degree view of a shopper (e.g., date of birth, product preferences).
  • Case routing to react to customers’ issues quickly.
  • Key case information for agents with such details as request description, full history of interactions with a customer, etc.
  • Chatbots to reduce service ticket volume.
  • Variety of channels for communications with the customers.
  • Customer portal.
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Healthcare patient service

  • 360-degree view of each patient for personalized interactions.
  • Automated sending of post-visit surveys to patients to track their satisfaction.
  • Chatbots to provide basic health support (e.g., for flu, allergies) and give healthcare-related information (e.g., vaccination schedules).
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Insurance claim management

  • Self-service claim registration via a portal.
  • Key claim case information (e.g., loss details, involved parties and properties, injury information).
  • Rule-based claim assignment to customer service agents based on their skills, location and capacity.
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G2C (Government-to-Citizens)

  • Self-service portal for citizens.
  • End-to-end case management automation to quickly resolve citizens’ issues.
  • Pre-scheduled satisfaction surveys for citizens (e.g., if they are satisfied with the number of available parking spaces).
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Call center

  • Omnichannel communication with customers.
  • Handling inbound and outbound calls via Dynamics 365 Customer Service.
  • Automated call routing to agents based on their skills and specialization.
  • Customer Voice to track, collect, and analyze real-time customer feedback.
  • Tracking and analysis of call and interaction metrics.
  • Monitoring ongoing conversations between agents and customers for customer service managers to provide real-time training to agents.
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Case and incident management

  • Reporting tool to provide an overview of incidents and root cause analysis results.
  • Automated notifications for stakeholders when an incident is reported.
  • A single repository for all incidents documentation.
  • Chatbots.
  • Configuring SLAs and timers (to define how fast incidents need to be resolved).
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For employees (IT help desk, HR help desk, facility help desk)

  • Self-service employee portal.
  • Automated workflows to approve employee requests (vacation, request for a conference room, request to access s software tool, etc.).
  • Rule-based assignment of support tickets according to agent specialization.
  • Automated template-based responses for common issues to solve tickets faster.
  • Pre-built feedback forms to track employee satisfaction rates.
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Dynamics 365 Customer Service Benefits

The payback can be expected after 7 months of using Dynamics 365 Customer Service. You can anticipate ROI starting from 259%.

Key financial outcomes for a Dynamics 365 Customer Service solution:

Boosted agents’ productivity due to case management automation.

Increased customer loyalty due to faster case resolution.

Increased number of successfully resolved customer cases due to comprehensive knowledge management and AI suggestions to customer service agents.

Dynamics 365 Customer Service Professional

Dynamics 365 Customer Service Enterprise

Digital Messaging Add-in for Dynamics 365 Customer Service (for Enterprises)

Power Virtual Agents for Dynamics 365 Customer Service

  • Case management
  • Knowledge management
  • SLAs
  • Templates
  • Unlimited number of users

$50 per user/month

  • All features of the Professional set
  • Unified service desk
  • Embedded intelligence
  • Context-driven suggestions
  • Service gamification
  • Customization and extensibility
  • Portals
  • Analytics and KPI reporting

$95 per user/month

Need Help Choosing a Fitting Offering?

As an official Microsoft partner, we will be glad to advise you on the Dynamics 365 Customer Service plan that suits your customer service needs best.