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Dynamics 365
Overview
Focus on delivering exceptional service on any channel—while letting agents handle the manual work.
- Save service representatives time by using Copilot in Dynamics 365 Customer Service to help diagnose problems, troubleshoot issues, and draft customer responses.
- Empower service representatives with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
- Increase first-call resolution with AI-based routing that classifies issues, then assigns them to the best-suited service representative.
- Bring together experts who resolved similar cases to collaborate in Microsoft Teams for quicker issue resolution.
- Resolve customer issues in real time with intelligent, conversational, generative AI-powered bots.
- Resolve customer issues quickly through human-like interactions with generative AI-powered, conversational interactive voice response (IVR).
- Increase productivity by automating routine tasks as well as complex transactions.
- Collaborate, share tips, and gather rich insights from other users and experts in personalized community portals.
- Access an omnichannel insights dashboard with AI-driven conversation, channel analytics, and key performance indicators (KPIs) all in one place.
- Detect emerging trends and identify improvements across support topics, service representative/customer interactions, and knowledge management.
- Eliminate manual processes with more than 1,000 prebuilt flows and add custom data connectors to your ecosystem.
- Plan for the right level of staffing based on seasonality, predicted number of cases, and conversational volume with the forecast report feature.
- Reduce costs by building on existing capabilities and interoperating with other business applications—all on a single platform.
- Quickly set up phone systems for service representatives to assist customers on a scalable platform built and operated by Microsoft.
- Provide faster service to customers on their preferred digital channel, including email, text, social network, or virtual assistant.
- Effectively communicate with customers in their chosen language using real-time translation.
- Reliably route the customer to the right service representative based on the customer’s emotions and needs.
- Easily manage customer requests from any channel while handling multiple sessions at the same time.
- Deliver personalized responses with AI that registers customer engagement and understands customer intent in real time.
- Gain insights through customer interactions and journeys to personalize offers and recommendations.
SERVICE AGENTS
Service agents for Dynamics 365 can help resolve issues and build long-term loyalty by evolving with the latest intents, up-to-date knowledge content, and essential quality guidance.
Case Management Agent
Automate the case lifecycle to reduce handle time and alleviate the burden of manual tasks on service reps.
Customer Knowledge Management Agent
Keep knowledge articles perpetually current by uncovering insights from case notes and other artifacts.
Customer Intent Agent
Enable evergreen self-service by discovering intents from customer conversations across channels.
Quality Evaluation Agent
Monitor service quality across customer interactions—from service reps to self-service agents.
Custom AI agents
Create custom agents tailored to your workflows and data using Copilot Studio.
Microsoft named a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026
Microsoft’s on-par vision for customer service is one where AI anticipates needs, automates workflows, and continuously improves through self-learning loops.1
Pricing
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Dynamics 365 Customer Service Professional
Get core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.
$50.00
user/month, paid yearly
Get core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.
This product is not available in your market.
Dynamics 365 Customer Service Enterprise
Get advanced service capabilities for a personalized customer experience, improved service representative productivity, and optimized operations.
$105.00
user/month, paid yearly
Get advanced service capabilities for a personalized customer experience, improved service representative productivity, and optimized operations.
This product is not available in your market.
Dynamics 365 Customer Service Premium
Transform customer engagement with an integrated contact center and agentic CRM service solution.
$195.00
user/month, paid yearly
Transform customer engagement with an integrated contact center and agentic CRM service solution.
This product is not available in your market.
Partners
Consulting services
Access a wide range of architecture planning, implementation, and support services.
Partner apps
Extend and enhance your Dynamics 365 solution with hundreds of prebuilt apps.
FastTrack for Dynamics 365
Go live confidently with onboarding and training led by Microsoft experts and partners.
Customer stories
VIVID transformed the customer experience with Dynamics 365.
72%
Increased engagement on digital channels
Products
Dynamics 365 Customer Service
Hype achieved a 90% first call resolution rate by delivering automated yet personalized assistance.
70%
Reduction in service rep intervention
Products
Dynamics 365 Customer Service
Microsoft service representatives become super reps with Copilot in Dynamics 365 Customer Service.
50%
Process time savings
Apollo scales personalized travel services, boosting efficiency and customer satisfaction.
Products
Dynamics 365 Customer Service
Resources
Report
Generative AI Success in the Contact Center Starts with Knowledge Management
Get insights into knowledge management strategies from Harvard Business Review Analytic Services.
E-book
A framework for customer service modernization
Learn about Microsoft’s own journey to AI-powered customer service and support.
E-book series
Assess your customer service sophistication
Learn how to level up your service experience with the Service Sophistication Model.
Webinar
Microsoft Support’s journey to modernized service
Learn how Microsoft Support exceeded customer expectations through transformation.
Webinar
Defining Priorities for Your Customer Service Evolution
Deliver personalized customer engagements and build a compelling customer experience.
Microsoft Source
Copilot improves service rep experiences
Learn how Copilot capabilities help Microsoft customer service representatives deliver faster, smarter results.
Video
Dynamics 365 Customer Service demo
See how Customer Service empowers service representatives and transforms the service experience.
Video
Copilot in Customer Service demo
See how Copilot accelerates issue resolution and maximizes productivity.
Infographic
Microsoft Support’s success story
Learn about Microsoft Support’s journey to AI-powered customer service.
Follow Dynamics 365