Empower Your Team with Microsoft Dynamics 365 for Customer Service

Microsoft Dynamics 365 for Customer Service Overview by OMI

Today’s typical client – regardless of whether they are in the office or on the move – wants prompt and pertinent replies.


This means companies that want to build a competitive advantage today need to equip their employees with comprehensive solutions that enable them to provide personalized, valuable and relevant information to clients at each engagement. 


This is exactly what Microsoft Dynamics 365 for Customer Service is meant to help businesses achieve. It shows you how well your customer service activities are performing through easy-to-use dashboards and detailed reports, and gives your business a variety of tools to make sure you are providing the best experience you can for your clients.


Let’s take a look at what this solution has to offer, its features, benefits, pricing, and things to keep in mind as you get started using the platform. 



What is Microsoft Dynamics 365 for Customer Service?

This is a tool that makes managing knowledge easier and allows for personalized service based on what customers need. It simplifies case processing and knowledge management, makes it possible to provide personalized assistance by providing a more complete picture of the client, and giving management better feedback and insight into service agents’ performance.


This solution helps you improve the way your support teams work,  and for the team members, eases the burden of their tasks and makes them more efficient. One of its many advantages is that it lets you hand off communication with clients across different channels and let the software manage them with natural, human-like conversations. It also produces powerful reports and analytics, and an overall much-improved approach to handling clients’ support needs.


Let’s take a look at some of the software’s more prominent features:

Dynamics 365 for Customer Service Features & Capabilities 

Case Management

Organizations can track, prioritize, and handle enquiries and  concerns across many channels and support agents more efficiently with case management features. 


The platform enhances communication and case handling by establishing queues and scheduling meetings, which help Service staff in organizing, prioritizing, and tracking their workload and progress. 


The system includes several components: cases for individual issues, activities for tracking interactions, entitlements that define support services, knowledge articles for guidance, queues to organize pending cases, service-level agreements for tracking response times, record creation and update rules, routing rules for assigning cases, and business process flows for step-by-step resolution. 


The platform’s integrated analytics also enable the identification of trends and possibilities for improvement, while automated routing ensures that cases are sent to the proper agents.

Knowledge Management

The platform offers tools that enable enterprises to quickly develop articles for employees and clients to provide solutions to some of the more frequently encountered issues. There are also capabilities for managing and sharing these knowledge articles. 


The breadth of these articles can be quite wide, including guidance for resolving common problems, documentation for products, FAQs, and more. The platform offers an editor for Rich text that helps you create well formatted content. There are also tools for  lifecycle management, version history control, and translation support.


Dynamics 365 also allows users to schedule publishing, establish article expiration dates, and measure article usage statistics, ensuring that critical information is always easily available.

Service Level Agreements (SLAs)

The Customer Service Hub lets businesses utilize ready-to-use routines in Microsoft Power Automate as templates to help them fulfill SLAs . They can do things like define work hours, and suspend or resume SLAs.


These features make it possible to use different work hours to track certain SLA items based on their importance and requirements, offering more flexibility in deciding when to pause these items.


Also, during the process of handling a case, several SLA measurements can be activated at various starting points, letting companies set a total resolution time while also defining measurements for each step.

Omnichannel Support

This feature lets organizations connect with customers through various channels of communication, whether that is voice, or messaging services like chat and SMS. 


The application offers a customizable app for agents to interact with customers across channels with features like customer identification, instant notifications, and integrated communication, along with productivity tools. 


Supervisors can view real-time insights into agent performance and see how channels are used. The platform also supports advanced routing and work distribution. This means you can customize agent presence, and set their availability based on your own criteria, and implement more efficient routing so that agents are deployed optimally and are always working on the most relevant and pressing cases.

Self-service Portals

Add these to your platform for clients to help them independently find solutions to issues they might be facing.


Clients can use self-service sites without having to wait on your team members, giving your staff the freedom to concentrate on more complex matters.


The Customer Self-Service Portal is a website where approved customers can buy products online and manage various tasks. These include viewing the product catalog and campaign items, managing their shopping cart, reviewing sales orders and invoices, handling return orders, and managing service orders, subscriptions, and agreements. 


Additionally, customers can keep their account and contact information up to date, ensuring that they always have a seamless and efficient online shopping experience.

AI-powered Chatbots

Website administrators can set up a chat widget on their e-commerce platform, which can help organizations to be more responsive to their customers’ needs. With proactive notification features, the widget can be triggered automatically based on certain actions, such as time spent on the site, cart value, or number of visits. 


The Omnichannel for Customer Service support channel opens up client data across all D365 applications, meaning the chatbot and live agents can get some context to enable them to provide faster, more personalized assistance.

Benefits of Using Microsoft Dynamics 365 for Customer Service

Improved Customer Satisfaction

One of the first goals and expected results that comes from delivering faster, more personalized help is the positive impact that businesses can expect on customer satisfaction, and the subsequent ability to foster loyalty and create longer-term customer relationships – Thus increasing the amount of value you get from your customer for the duration of your business relationship.

Increased Team Productivity

Apart from the automation that takes the load off your support teams, the platform also gives them access to more information about the client they are assisting, giving them  the necessary context so that they can get straight to the issue without having to be brought up to speed by the client.


They also have access to a knowledge base that tells them how certain problems were resolved in the past.This means issues can be resolved faster and better.


Tools for streamlining workflows, automation, and giving your staff the ability to set priorities with their tasks ultimately contributes to the productivity and efficiency of your business.

Better Visibility Into Customer Interactions

Businesses can tap into the platform’s Analytics and reporting capabilities to glean valuable insights into customer preferences, business-critical trends, and make informed decisions. 

Enhanced Team Collaboration

With native integration into other D365 applications as well as Microsoft tools, collaboration between and within teams becomes so much easier, and so much more seamless. This reflects in the quality of, and unified approach to customer support.



Dynamics 365 for Customer Service Pricing

The amount your business will spend on this software will depend on the needs of the company. The pricing structure reflects this flexibility.


The Professional version starts at $50 per user, per month and includes the main customer service features. The Enterprise version, pegged at $95 per user per month, offers advanced features.


There are also different add-ins that you can use to extend your platform’s capabilities, like the Voice Channel, Digital Messaging, and Chat add-ins, with prices ranging from $60 to $90 per user per month. 


Related applications such as Microsoft Power Virtual Agents, D365 Customer Insights, and Remote Assist are also available at varying prices. 

Get Started with Dynamics 365 for Customer Service with OMI

This powerful solution allows your organization to level up the customer experience with a variety of tools. You can develop and organize knowledge articles, improve communication and case management, and keep tabs on client interactions. Advanced features such as service-level agreements, case lifecycles, and business process flows are available on the platform, allowing organizations to provide superior client service.


Bringing in the knowledge of an experienced Microsoft Dynamics services provider such as OMI will ensure that you get the best out of the platform, with tailored solutions, professional advice, and the most optimal configuration for your particular business setup. 


Establish your competitive advantage with the latest best practices, enhance your operations, improve the way your business operates,  give your staff’s productivity a boost, and get better business results.


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