Microsoft Dynamics 365 Customer Service

Dynamics 365 for Customer Service (formerly part of Microsoft Dynamics CRM) enables 360-degree view of every customer’s journey that allow agents to anticipate and personalise every interaction with the customer.




Capabilities of Dynamics 365 Customer Service


Personalise services with 360-degree customer views
  • Personalise every interaction and anticipate customer needs with 360-degree view of each customer’s journey.
  • Interact with customers on their preferred channel, whether it is via chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line and more with the built-in omnichannel capabilities.
  • Create a single and consistent service experience with a thoroughly documented journey of each customer, so every customer receives a unified experience even if the case is transferred between agents or across channels.
  • Search knowledge articles for quick and fast response.

Empower your team with enhanced productivity tools
  • Empower agents to be productive and minimise case escalations with smart recommendations.
  • Resolve complex cases quickly regardless of job function or location with cross-company collaboration.
  • Optimise agent’s performance and improve customer engagement with insights and sentiments of each interactions.
  • Automatically route cases by topic or channel, so that the best-equipped agent can resolve the issue quickly.
  • Measure and act on customer feedback with input submitted through surveys after every service engagement.

Unify technology to get more from your data
  • Common Data Service - Real-time information from one single source, with business data being continually updated from different business apps into and out of the same data lake.
  • Common Data Model – All team members are referencing to the same customer data as with other departments within the company across all business processes and apps.
  • Dynamics 365 AI – Reveal insights from your data with industry-leading AI apps including Microsoft Power Virtual Agents, Customer Insights and Customer Service Insights.




Explore and evaluate Dynamics 365 Customer Service by filling up the form below.


We understand your organisation is unique. Your technology should match your business processes - your unique way of doing things. We help your organisation perform better by designing and developing the solutions that work for you - all delivered on time, within budget and with faster time to benefit. With offices in Sydney, Melbourne, Brisbane, Perth and with over 50 Awards received from Microsoft, SAP, Sage and Accellos, MicroChannel has outstanding credentials as one of the most respected solution providers in Australia.

Superior Solutions | Dependable Service | Measurable Value | Committed People