Dynamics 365 Customer Service

Microsoft Dynamics 365 for Customer Service - ScienceSoft

Microsoft Dynamics 365 Customer Service is a module for customer service automation that provides a wide range of features from automated case management to dashboards and reports. Dynamics 365 helps your customer service to become a strong competitive advantage for your business. 

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Share with us your customer service challenges and discuss with our experts what capabilities Dynamics offers to solve them optimally.

How Dynamics 365 improves your customer service

With our assistance, Dynamics 365 can put an end to the most acute customer service challenges, for example:


Poor accessibility of customer support.


With Dynamics 365 Customer Service, your customers will be heard and helped in reasonable time frames.


Lack of sufficient subject-matter knowledge.


Your agents will be able to take a quick peek in the knowledge base and easily find the needed info to solve cases faster. 


Hardly adequate case resolution times.


With Dynamics 365 Customer Service, you have a clearly defined case management process and, as a result, minimized case resolution times.

Key Features of Dynamics 365 Customer Service

Core features

Case management

This feature allows you to set up a case management process supporting everything from case creation to case assignment, escalation and resolution. These actions can be performed automatically if certain pre-defined rules are met. The case record conveniently provides agents with all necessary information: case details, contact/account info, and business process flow (case stages) additional info. Also, case records display activities associated with each case, relevant posts, notes, reminders and contain a knowledge base search option.

Knowledge management

Accessed in a separate tab or directly in the case record, knowledge articles help agents find answers to customers’ questions faster. Agents can also email articles to customers. And some knowledge articles can even serve as a basis for a self-service customer portal. Apart from that, Dynamics offers a convenient visual editor to create and manage articles easier.

Service Level Agreements (SLAs) and entitlements

SLAs define how fast cases need to be resolved and whether they should be escalated. Entitlements illustrate customers’ rights for different types of customer service (e.g., phone support only, phone + email or exclusive support across all communication channels). To monitor response/resolution time limits promised by each type of support, you need specific SLAs for each entitlement.


To facilitate agents’ work and make it even more productive, Dynamics 365 Customer Service provides a possibility of using templates for emails, entitlements and articles. So, instead of writing text for these 3 entities anew each time, agents can save time by using pre-written templates. Note that email templates still use customers’ names and other data to avoid impersonal communication.

Dashboards and reports

Watching over all the key customer service metrics, Dynamics 365 Customer Service provides you with the ability to check the vital performance values of your customer service department. You can easily see such reports as, for example, the number of incoming cases broken down by a communication channel, agent or priority. These reports are available in the form of insightful dashboards.

Additional features

Here are some extra features for Dynamics 365 Customer Service. They are available individually, as part of the more advanced pricing plans or separate Dynamics 365 tools.

Portal capabilities for Dynamics 365

Available starting from the Enterprise plan or separately

Allows creating a self-service portal for customers and takes some load off agents. Also, portals serve as an additional case source if some customers fail to find solutions on their own.

Microsoft Forms Pro

Available starting from the Enterprise plan or separately

Enables creating and distributing surveys to get the much needed customer feedback. Helps to recognize weak points in customer support work.


Available starting from the Enterprise plan

Allows conducting games among agents to additionally motivate them for better performance. Also, this feature contributes to increasing tool adoption and agent satisfaction.

Embedded Intelligence

Available starting from the Enterprise plan

Watches all the data and activities stored within Dynamics 365 Customer Service. It helps to provide agents with intelligent recommendations concerning their next steps and fast shortcuts to various parts of Dynamics 365 interface.

Unified Service Desk

Available starting from the Enterprise plan

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


Sold separately

Dynamics 365 Customer Service covers multiple communication channels: phone calls, email, web, chats, social networks, SMS, and even IoT sensors. In social networks, Dynamics recognizes sentiment and intent in customers’ posts, finds customer problems and automatically converts them into cases. And in case with IoT sensors, Dynamics can watch the readings from your products in use and inform their owners if possible breakdowns are detected.

Power Virtual Agents for Dynamics 365 Customer Service

Sold separately

Provides in-depth analytical insights into your customer service. Also enables creating virtual agents (chatbots) to facilitate the resolution of typical cases without involving human agents.

Field Service

Available as a separate tool Dynamics 365 Field Service

Allows managing the collaboration of field workers with customer service agents, when a customer case requires an on-site visit of a dedicated specialist. Also, this tool manages work orders and resources, schedules field service visits, etc.

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

See an overview of Dynamics 365 Customer Service capabilities illustrated by our designers and learn how this tool secures both high efficiency and greater convenience for your customer service team.    

Integration capability

You can strengthen Dynamics 365 Customer Service by integrating it with Dynamics 365 Sales and Dynamics 365 Marketing or with any other sales and marketing tool.

Integrating Dynamics 365 Customer Service with a sales tool

It provides customer service agents with a better view of each customer. It helps not only to understand each customer’s context better and solve their cases faster but also identify new possibilities for cross- and upselling.

Integrating Dynamics 365 Customer Service with a marketing tool

It provides your marketers with all the needed data to create even more personalized emails. For example, they can design email campaigns for customers who happened to experience a number of problems with your product. In those emails, they can offer discounts to make up for any inconveniences.

Also, your marketers can get alerts on particular ‘hot’ topics of your customer service cases. For example, if your customers find a new feature of your product confusing and have troubles with it, marketers can realize the need to organize a webinar dedicated to answering customers’ questions related to the new feature.


Dynamics 365 Customer Service Professional

Dynamics 365 Customer Service Enterprise

Digital Messaging Add-in for Dynamics 365 Customer Service

Dynamics 365 Virtual Agent for Customer Service

Provides core customer service functionality (case management, knowledge management, SLAs, templates) with no limit on the number of users.

$50 user/month

Provides further customization, extensibility, unified service desk, embedded intelligence, gamification, and portal capabilities, in addition to the functionality available in the Professional edition.

$95 user/month

Add-on for Enterprise plan features rich omnichannel engagement across digital messaging channels (includes chat, SMS, and bot integration).

$75 user/month

AI-based add-on includes 2,000 Power Virtual Agents Sessions and 100,000 Dynamics 365 Customer Service Insights cases.

$1,100 tenant/month

Want to Learn Further Details of Each Offering?

As an official Microsoft partner, we will be glad to advise you on the best plan that suits your needs. And if you choose a particular option, you can buy it from us directly.

Related Services

We can help you better leverage Dynamics 365 Customer Service with our full-cycle service offering:



Dynamics 365 implementation


Dynamics 365 migration


Dynamics 365 support and managed services

Make Your Competitors Envy Your Customer Service Quality

If customer problems arise, they need to be promptly and properly solved. To do that, leverage the capabilities of Dynamics 365 Customer Service with our skilled help.