Dynamics 365 Customer Service unifies every support channel — email, chat, phone, social and self-service — into one intelligent platform. Resolve cases faster, reduce agent effort and turn every interaction into a loyalty-building moment.
Dynamics 365 Customer Service is Microsoft's enterprise contact centre and case management platform. It connects every customer-facing channel into one unified agent workspace — so your team always has the full customer context, regardless of how that customer reached out.
With Microsoft Copilot embedded throughout, agents get real-time suggested responses, case summaries and knowledge recommendations — dramatically reducing handle time and improving first-contact resolution.
D365 Customer Service eliminates the friction points that frustrate customers and burn out agents.
Agents switch between 5 different systems to find customer history, order details and previous cases — wasting time and frustrating customers who have to repeat themselves.
One screen shows the agent everything: full interaction history, order status, entitlements, open cases and suggested responses — from every channel, in real time.
Without a centralised knowledge base, agents give different answers to the same question. Customers get conflicting information and trust erodes.
Copilot surfaces the most relevant knowledge articles in real time as an agent types — and learns which articles actually resolve issues to surface them first next time.
SLA breaches are only discovered when a customer escalates. By then, the relationship is already damaged and a complaint is inevitable.
Automated SLA timers with colour-coded warnings at every stage. Escalation routing fires automatically before a breach — not after.
Your customer portal is a static FAQ that customers ignore. Every question still comes through to an agent — even the simple ones that shouldn't.
Intelligent portal with Copilot chatbot handles routine queries, account updates and case status checks — deflecting 30–40% of contacts before they reach an agent.
Cases land with the wrong team, get reassigned multiple times and sit in the wrong queue. Customers wait and agents are unbalanced in workload.
AI classifies incoming cases by category, sentiment and urgency — routing them to the right agent or team instantly based on skills, availability and customer priority.
Customer service managers have no real-time view of queue status, SLA performance or agent productivity. Issues are only spotted in the Monday morning report.
Live supervisor dashboards showing queue depth, agent availability, SLA compliance, CSAT trends and individual handle times — updated every second.
Create, track, route and resolve every customer issue with full context, automated workflows and real-time SLA monitoring.
Auto-create cases from email, chat, phone, social and web form — with duplicate detection.
AI-powered routing assigns cases to the right agent based on skills, workload and customer tier.
Configurable SLA rules with automatic escalation, pause/resume and real-time countdown timers.
Full customer history, order details, entitlements and previous cases visible on one screen.
Link related cases, track recurring issues and share resolution steps across case hierarchies.
Log resolution steps, time spent and root cause for continuous improvement analysis.
Meet customers on every channel — email, live chat, voice, WhatsApp, SMS and social — all managed from one unified agent workspace.
Embedded live chat widget for your website with proactive messaging and agent handoff.
Handle WhatsApp Business and SMS conversations inside the same agent desktop.
Cloud-based telephony with call recording, transcription and CRM screen-pop on inbound calls.
Route, triage and respond to customer emails with templates, Copilot drafts and SLA tracking.
Monitor and respond to Twitter/X, Facebook and Instagram mentions from the agent workspace.
Transfer conversations between channels and agents without customers repeating their story.
Copilot AI is embedded in the agent workspace — providing real-time assistance that reduces handle time, improves resolution rates and speeds up agent onboarding.
Copilot instantly summarises case history, previous contacts and customer sentiment — no reading required.
AI suggests the best response based on the issue, knowledge base and previous resolutions.
Relevant articles surface automatically as the agent reads the customer message — no searching.
Copilot drafts personalised customer emails based on case context and tone guidelines.
Handle customers in any language — Copilot translates in real time, in both directions.
Real-time customer sentiment analysis alerts supervisors to escalating conversations before they breach.
Build a living, intelligent knowledge base that helps agents resolve cases faster and empowers customers to self-serve.
Rich text knowledge articles with images, videos, attachments and version control.
Natural language search surfaces the most relevant articles — learning from agent and customer behaviour.
Track views, resolution rates and feedback scores per article to identify gaps and improvements.
Draft → review → publish workflows ensure accuracy before articles go live.
Publish knowledge in multiple languages with translation workflows and localisation management.
Automatically publish approved articles to the customer self-service portal.
Empower customers to find answers, track cases and manage their account without contacting an agent — reducing volume and improving satisfaction.
Branded self-service portal where customers can raise cases, check status and browse knowledge.
Copilot-powered chatbot handles routine questions and case deflection 24/7 without agent involvement.
AI-powered search surfaces the right knowledge article before the customer submits a case.
Customers see the real-time status of their cases, comments from agents and resolution updates.
Customers update contact details, communication preferences and account information self-service.
Automated post-resolution satisfaction surveys with results fed back to agent and manager dashboards.
Give managers and leaders the data to run an efficient, high-performing service operation — in real time.
Live queue depth, agent availability, SLA status and CSAT — updated every second.
Handle time, first contact resolution, CSAT and throughput per agent — with trend analysis.
SLA achievement by tier, category and team — with drill-through to breached cases.
AI clusters case topics to reveal the most common contact drivers — powering continuous improvement.
Customer satisfaction score trends by channel, category, agent and product line.
Automated service performance reports formatted for management and board review.
Our proven implementation methodology gets your team live quickly — with Copilot AI enabled from day one.
Map current channels, case types, SLA requirements, routing logic and agent workflows.
Design the unified workspace, routing rules, SLA structure, knowledge base taxonomy and portal.
Configure D365 CS, omnichannel channels, Copilot AI, knowledge base and customer portal.
Migrate case history, contacts and accounts. Build and publish the initial knowledge base.
Role-based training for agents, supervisors and admins. Pilot with one team first.
Full team go-live across all channels. 30-day hypercare support included as standard.
We had 18 agents handling 2,000 cases a week across email and phone, with no unified system. Since going live with D365 Customer Service and Copilot, our agents handle 40% more cases per day, CSAT is up to 4.7/5 and we've deflected 38% of contacts through the portal.Head of Customer Operations · $120M Retail & E-Commerce Business
Want to know if D365 CS is right for your operation? We're happy to walk you through it.
Ask Our ExpertsD365 Customer Service supports email, live chat, voice (via Azure Communication Services), WhatsApp Business, SMS, Facebook Messenger, Twitter/X and custom channels via direct line API. All channels are managed in a single unified agent workspace so agents don't need to switch between systems.
Microsoft Copilot for Customer Service is embedded in the agent workspace. It automatically summarises the case context when an agent opens a ticket, surfaces relevant knowledge articles in real time, suggests response drafts, translates messages and detects customer sentiment — helping agents resolve cases faster with less effort.
Yes — Cambay specialises in migrating organisations from Zendesk, Freshdesk, ServiceNow and legacy ticketing systems to D365 Customer Service. We migrate case history, contacts, knowledge base articles and agent configurations. Most migrations are completed within 8 weeks with zero disruption to live service operations.
Yes — D365 Customer Service includes Power Pages-based customer portals where customers can raise and track cases, browse the knowledge base and interact with the Copilot chatbot. The portal is fully branded and configurable without code.
D365 Customer Service, Sales and Finance are all part of the Microsoft Dynamics 365 ecosystem and share a common data layer (Microsoft Dataverse). This means agents can see sales opportunities, order history, invoice status and credit limits alongside the customer's service history — without leaving the agent workspace.
D365 Customer Service includes fully configurable SLA rules with countdown timers, pause/resume logic, business hour calendars and automated escalation routing. SLA compliance is tracked in real time on supervisor dashboards, with automated alerts before a breach occurs.
Book a free 30-minute demo with a Cambay specialist. We'll show you Copilot for Service in action and design a proof of concept for your team.
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