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Why use Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service enables organisations to deliver exceptional service with AI-powered insights, intelligent case management and omnichannel engagement. By unifying customer data, automation and service analytics in a single platform, businesses can resolve issues faster and provide personalised support at scale.

How it helps your business

  • Deliver AI-assisted customer service
  • Resolve issues faster with Copilot support
  • Provide consistent omnichannel customer experiences
  • Empower agents with intelligent insights
  • Automate service workflows and case management
  • Improve customer satisfaction and retention

What job it does

  • AI-powered customer service
  • Customer service automation
  • Omnichannel service engagement
  • Intelligent case management
  • Knowledge management
  • Customer insights and analytics

Product Features

Deliver Intelligent Customer Service with Microsoft Dynamics 365

At FUJIFILM MicroChannel, we understand the importance of finding the right solution for your business needs. Request a call back via our online chat to learn more about Microsoft Dynamics 365 Customer Service implementation, staff training, and support.

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Dynamics Cust Service

Transform customer experiences with agentic service powered by Dynamics 365

Case Management Agent

Automate the case lifecycle to reduce handle time and alleviate the burden of manual tasks on service reps.

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Customer Knowledge Management Agent

Keep knowledge articles perpetually current by uncovering insights from case notes and other artifacts.

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Customer Intent Agent

Enable evergreen self-service by discovering intents from customer conversations across channels.

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Quality Evaluation Agent

Monitor service quality across customer interactions—from service reps to self-service agents.

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All Modules

Agent

Empower service agents with a unified workspace that brings together customer data, AI assistance and collaboration tools to resolve issues faster.

  • Intelligent case management
  • Collaboration and knowledge sharing
  • Copilot and AI agent assistance
  • Automated and skills-based routing

Self-service

Enable customers to find answers quickly with AI-powered self-service tools, automated support and access to relevant knowledge content.

  • AI-powered virtual agents
  • Conversational chatbots
  • Automated self-service workflows
  • Intelligent knowledge management
  • Community and support portals

Customer

Deliver seamless customer experiences across every interaction with unified engagement channels and real-time service insights.

  • Voice and digital service channels
  • Omnichannel customer engagement
  • Real-time language translation
  • Sentiment-based case routing
  • 360-degree customer insights
  • Customer journey analytics
  • Predictive service insights
  • Biometric authentication

AI Copilot

Empower service teams with AI-driven assistance that helps agents resolve issues faster, summarise cases and generate recommended responses.

  • AI-generated case summaries
  • Suggested responses for agents
  • Automated knowledge recommendations
  • Faster issue resolution

Omnichannel Service

Deliver consistent customer support across voice, chat, email and messaging platforms through a unified service workspace.

  • Unified agent workspace
  • Voice and digital engagement channels
  • Automated conversation routing
  • Persistent conversation history

Service Automation

Automate repetitive service processes and streamline workflows to improve response times and operational efficiency.

  • Automated case routing
  • SLA management and escalation
  • Workflow automation
  • Intelligent service processes

Service Insights & Analytics

Gain real-time insights into customer service performance with advanced analytics and service intelligence.

  • Real-time service dashboards
  • Customer sentiment analysis
  • Case resolution analytics
  • Agent performance insights

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Who we've worked with
AWEX Testimonial
“Microsoft Dynamics 365 replaced our legacy systems and provides our users with rich data with out-of-the-box flows and automation.”
Nigel Stewart, IT Manager, AWEX

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