Improved Customer Satisfaction

Dynamics 365 Customer Service provides a unified view of customers across all channels, including phone, email, social media, and chat. This enables businesses to promptly address customer concerns and improves customer service altogether.

Increased Productivity

Dynamics 365 Customer Service automates various manual tasks, like ticket routing and escalation, freeing up agents to swiftly and efficiently resolve customer issues.

Reduced Costs

Dynamics 365 Customer Service is a cloud-based solution that eliminates the need for costly investments in hardware and software infrastructure. Moreover, it aids in cost reduction for businesses by automating tasks and enhancing customer experience.

Self-Service Options

Dynamics 365 Customer Service offers various self-service options, such as a customer portal and a chatbot. This allows customers to resolve issues independently without contacting customer service.

What is Dynamics 365
Customer Service?

Dynamics 365 Customer Service is a robust business application that is designed to empower service teams in providing the best customer service experience. It consolidates customer interactions and support functions, enabling organizations to efficiently handle and address customer inquiries, issues, and feedback.

With integrated communication channels such as email, phone, and social media, the platform facilitates swift interactions and enables customer service agents to promptlly address customer concerns.

Its seamless integration with other Microsoft and Dynamics 365 applications and tools is particularly beneficial. Dynamics 365 applications are designed to collaborate in various ways. Combining Customer Service with other Dynamics 365 ERP and CRM solutions offers a comprehensive view of the customer lifecycle and automation of more tasks. It is often utilized alongside Dynamics 365 Sales, facilitating streamlined collaboration between the two departments.

Key Features of Dynamics 365 Customer Service

Case Management: Efficiently tracks and manages customer inquiries, issues, and feedback in a centralized system.

Automations and Workflows: Streamlines processes and automates repetitive tasks to improve agent productivity.

AI-Driven Insights: Utilizes artificial intelligence to recommend agents with solutions based on historical data and customer interactions.

Service Level Agreements (SLAs): Defines and enforces response and resolution times to ensure timely handling of customer requests.

Multi-Channel Support: It provides integrated communication channels including email, phone, chat, and social media, allowing customers to reach out through their preferred method.

Customer Feedback and Surveys: Collects and analyzes customer feedback to gain insights into satisfaction levels and areas for improvement.

Integration with Other Dynamics 365 Applications: Seamlessly works with other Dynamics 365 applications such as Sales, Field Service, and other applications for a unified view of customer interactions.

Sample Use Cases of Dynamics 365 Customer Service


Retail companies use Dynamics 365 Customer Service to provide customer support across all channels, including phone, email, social media, and chat. This allows companies to quickly and efficiently resolve customer issues, such as returning or exchanging products, tracking orders, and troubleshooting problems with products or services.

IT & Software

Software companies use Dynamics 365 Customer Service to provide technical support to their customers. This includes ticket routing, escalation, and knowledge base integration. This helps companies quickly resolve customer issues, learn from them, and improve their products and services.

Financial Services

Financial service companies leverage Dynamics 365 Customer Service to assist customers, incorporating functionalities like a customer portal and a chatbot. These features empower customers to independently address various issues, including checking account balances, bill payments, and updating account information.

Learn more about Dynamics 365 Customer Service

Why Imperium for Dynamics 365 Customer Service:

Our seasoned consultants are here to help develop a plan for implimenting and using Dynamics 365 Customer Service to meet the specific requirements of your business.

A comprehensive evaluation is conducted on your business goals, priorities, and current business processes.

Customized training and tailored solutions to match your teams’ specific needs.

Ongoing guidance and support throughout the implementation process and beyond.

A thorough gap analysis is performed to determine your current stage in the business processing and areas where reengineering may be necessary.

Schedule a Free Consultation Call

Our experts at Imperium Dynamics are excited to help your business transform and grow with Dynamics 365 Customer Service. Contact us today to get started!

Frequently Asked Questions

What is Dynamics 365 Customer Service?

Dynamics 365 Customer Service is a cloud-based solution that helps businesses automate self-service support using knowledge base portals and Co-Pilot Studio.

Why should my business consider using Dynamics 365 Customer Service?

Dynamics 365 Customer Service help your business provide a better customer experience by giving a unified view of your customers across all channel. This means a greater level of efficiency for your business.

How can Dynamics 365 Customer Service benefit my business?

Dynamics 365 Customer Service benefits businesses by improving customer experience through personalized and consistent interactions across multiple channels. It simplifies case management, enables AI for insights and automation, boosts agent productivity, facilitates data-driven decisions, and offers customer self-service options.

What are the key features of Dynamics 365 Customer Service?

Dynamics 365 Customer Service includes:

• Multi-Channel Support
• Service Level Agreements (SLAs)
• AI-Driven Insights
• Customer Feedback and Surveys
• Automations and Workflows
• Integration with Other Dynamics 365 Applications
• Case Management

How do I get started with Dynamics 365 Customer Service?

If you are asking this, contact Imperium Dynamics today! We will ensure your organization is equipped with the right tools to achieve digital transformation and rapid growth with Dynamics 365.

What types of support channels can I manage with Dynamics 365 Customer Service?

Dynamics 365 Customer Service enables comprehensive management of various support channels including email, phone, web chat, social media, self-service portals, mobile apps, SMS messaging, and website live chat.

Is Dynamics 365 Customer Service accessible on mobile devices?

Yes, Dynamics 365 Customer Service is accessible on mobile devices.

How can I contact Imperium Dynamics for more information or assistance?

Schedule a free consultation call above and one of our experienced consultants will get back to you as quickly as possible.