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Dynamics 365 Customer Services

Welcome to Dynamics 365 Customer Service! We're delighted to offer you a suite of capabilities to ensure your business can deliver the best customer service experience possible to your customers. We believe that knowing your customers enables you to personalize each experience and optimizes your agents' productivity so you can earn customers for life.

The agent experience is the heart of Dynamics 365 Customer Service. The key to improving satisfaction in service delivery is enabling agents to take customer requests from any channel, handle multiple sessions at a time, interact with multiple apps without losing context, and enhance their workflow with productivity tools. We offer several app experiences for you to choose from, depending on your support organization's needs.

Resolve issues faster with Copilot

Save agents time by using Copilot in Dynamics 365 Customer Service to diagnose, troubleshoot issues, and help draft customer responses.

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Get real-time insights

Empower agents with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.

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Connect with the right agent

Gain customer insights by sending automated, personalized surveys after completing field service calls.

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Provide AI-powered chatbots

Resolve customer issues in real time with intelligent, conversational, generative AI-powered bots.

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Deliver conversational VR

Resolve issues quickly through human-like interactions with generative AI-powered, conversational interactive voice response.

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Self-serve with automation

Increase productivity by automating routine tasks as well as complex transactions.


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Get Supervisor insights

Access an omnichannel insights dashboard with AI-driven conversation and channel analytics, and KPIs all in one place.


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Find coaching oppotunities

Detect emerging trends and identify improvements across support topics, agent-customer interactions, and knowledge management.

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Drive efficiency with automation

Plan for the right level of staffing based on seasonality, predicted case, and conversational volume with the forecast report feature.


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Set up voice channels

Quickly set up phone systems for agents to assist customers on a scalable platform built and operated by Microsoft.


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Enhance digital engagement

Provide faster service to customers on their preferred digital channel, including email, text, social network, or virtual assistant.


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Provide real-time translation

Effectively communicate with customers in the language of their choice using real-time translation.


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Get a 360-degree view of customers

Seamlessly manage customer requests from any channel while handling multiple sessions at the same time.


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Authenticate with biometrics

Use voice and behavioral recognition for a fast and personalized way to verify customer identities.


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Analyze sentiment

Deliver personalized responses with AI that monitors customer engagement and understands customer intent in real time.


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Dynamics 365 Customer Service Professional
R 889.00
per user/month
  • Core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.
Dynamics 365 Customer Service Enterprise
R 1 689.10
per user/month
  • Advanced customer service capabilities for a personalized experience, improved agent productivity, and optimized operations.