dynamics 365 D iconMicrosoft Dynamics 365 Customer Service

Why Use Dynamics 365 Customer Service?

Microsoft Dynamics 365 Customer Service is an all-in-one customer service solution, powered by artificial intelligence and built for modern businesses. Whether used as a standalone product or in conjunction with other Dynamics 365 solutions, Customer Service is designed to add value to every customer interaction.

Organizations turn to Dynamics 365 Customer Service to:

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Deliver personalized customer service

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Foster customer loyalty

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Combine artificial intelligence with human-centric support

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Boost agent productivity

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Organize, expand, and leverage their knowledge base

With Dynamics 365 Customer Service, companies have access to a suite of capabilities that spans every touchpoint of the customer service lifecycle. Customer requests are monitored and captured through email, chat service, text message, phone call, social media, and website interactions — meaning that anywhere the customer is, the company can participate in conversations and provide real-time support. When a customer requests assistance, the Dynamics 365 Customer Service platform uses business-specific workflows and machine learning rules to connect the customer with the best-suited agent. From there, the agent can provide the customer with the best possible support, leveraging AI-powered knowledge articles and comprehensive customer insight to tailor their solution. The application can be used to track issues, share information, define service terms, manage performance, and increase the number of successfully resolved cases.

 Organizations that choose Dynamics 365 Customer Service do so for its robust case- and knowledge management capabilities. Embedded intelligence, AI-driven analytics and reporting, and integrations with popular applications make Dynamics 365 Customer Service the obvious choice for companies like Coca-Cola, Visa, Adobe, Caterpillar Inc., HP, and more.

 Deliver proactive service, personalized experiences, and opportunities for self-service support with the solution designed specifically for the modern consumer.

Dynamics 365 Customer Service Capabilities

Dynamics 365 Customer Service capabilities include a 360-degree view of cases, knowledge articles, and actionable analytics. Administrators and agents can turn to the platform for rich insights that improve support and earn them customers for life.

Case Management

Businesses turn to Microsoft Dynamics 365 for customer service case management that allows users to:

  • Create single incidents of service (cases)
  • Merge cases to eliminate redundancy
  • Define parent and child cases
  • Use AI to view similar cases and contacts
  • Resolve, cancel, or reassign cases using the Customer Service Hub
  • Convert cases to knowledge articles
  • Update resolved and canceled cases
  • Track and report metrics


Each time a customer reports an incident that requires some type of resolution, Dynamics 365 Customer Service opens a case. The Customer Service Hub allows agents to complete all necessary tasks without having to navigate away from the application, and its intuitive design means users can create and manage cases with ease. For automatically-created records, such as when a customer sends an email to the company’s support team, agents can implement activity monitoring that tracks case records and notifies them when action needs to be taken.


Dynamics 365 Customer Service tracks cases from the initial touchpoint, through remediation and incident resolution, and beyond. Resolved cases can be turned into knowledge articles for future support tickets, and they are added to a contact’s timeline so that if a future incident occurs, agents will have a quick and thorough overview of the customer’s experiences and can tailor their support accordingly.


The Dynamics 365 Customer Service module not only creates and tracks cases, but it uses machine learning and company-specific workflows to route each case to the most suitable agent for the task. This ensures that customers receive the best possible support and maintain a positive, lasting relationship with the organization. Additionally, the platform’s case analytics give supervisors and administrators deeper insights into KPIs, trends, and service areas that could benefit from additional support. For example, if a certain type of case appears or grows in volume, administrators can design routing rules, build queues, flag triage cases, and share knowledge articles with agents to improve efficiencies.


Dynamics 365 case management allows agents to quickly:

  • View case summaries and statuses
  • Access important details
  • Connect relationships
  • Reference SLAs
  • Interact with dynamic timelines
  • Search related knowledge articles
  • Set priorities


These insights are accessible from user-friendly, intuitive dashboards and help organizations tailor every customer interaction, no matter the volume.

Dynamics Ticketing Solution

The robust Microsoft ticketing tool that exists within Dynamics 365 Customer Service creates and routes cases to ensure optimal resolution. Customers and company employees alike can use this help desk ticketing solution whenever support is needed.


The Dynamics 365 ticketing solution includes a host of management capabilities. These include the ability for the system to:

  • Automatically create tickets: Any incident request submitted by a customer across all channels (web, email, social media, phone, etc.) are automatically entered into the system and converted into cases.
  • Compile all necessary information: When tickets are created, the system will pull critical information for agents and administrators. These include ID numbers, incident origin, descriptions, and associated contacts or cases.
  • Route tickets to agents: Using predefined rules and AI assistance, tickets are automatically routed to suitable agents. If a ticket requires escalation or reassignment, the system will respond accordingly.
  • Guide ticket resolution: Routing rules, business process flows, and guided assistance give agents an overview of the tasks required to resolve a ticket.
  • Build a dynamic timeline: The application will monitor and track emails, agent notes, user tasks, and contact history to establish a searchable case timeline.

Knowledge Management

In addition to case management, the Dynamics 365 Customer Service module provides impressive knowledge management capabilities. By bundling knowledge management within the platform, all incoming information and subsequent resolutions create a feedback loop that improves service with each new case.


Using the knowledge management feature, teams can create and manage articles, how-to’s, FAQs, product documentation, briefs, common case solutions, and videos that users can explore for quick incident resolution.


By setting up knowledge management within Dynamics 365, agents can access, create, update, and share knowledge articles without having to navigate away from the platform. While working on a case, agents can search for relevant knowledge articles to resolve known issues effectively and efficiently. Search options include full-text queries and relevance searches conducted across multiple entities. Additionally, AI will automatically suggest articles using keywords present in a title, description, content, or tags. Agents can further filter knowledge articles by product or language. Knowledge articles within the Customer Service Hub application have the additional benefit of visual cues to help users distinguish between internal and external content in the results panel.


If a case does not have an existing knowledge article for an agent to reference, an incident case can be used to create a new one. Dynamics 365 Customer Service has built a simple, intuitive process for users to add or manage knowledge articles and their attachments.


Knowledge management is instrumental in improving agent productivity and customer satisfaction. Having relevant, easily-accessible information within the same system as case management reduces the time it takes to track down answers and resolve customer issues. Through Dynamics 365 knowledge management, teams have the ability to:

  • Quickly search for relevant knowledge articles within the Customer Service platform
  • Leverage AI and smart assist to view related articles and similar cases
  • View inline knowledge article content (including videos, images, and diagrams)
  • Deliver faster support

Service Level Agreements

With the platform’s service-level agreement (SLA) feature, system administrators can configure and apply SLAs both on demand and automatically. As a result, agents are able to track and manage case SLAs within the application and ensure that customers are receiving the support to which they are entitled.

Agents have the ability to track SLA details using an SLA Timer tool. This feature gives users visual status updates and access to:

  • Response countdowns
  • Compliant, noncompliant, and nearing noncompliance notifications
  • Easy-to-digest status symbols

System administrators can enable multiple entities for SLA, including cases, contacts, accounts, activity entities (emails, social activity, appointments, etc.), and custom activities. Administrators have the ability to define SLAs, recalculate those in terminal status, and manage service configuration settings and schedules to deliver promised support.

Customer Interaction Management

Customer interaction management is another feature of Dynamics 365 Customer Service. The associated capabilities allow organizations to properly track customer issues, record every instance of interaction between the customer and support team, monitor a customer’s timeline to view all touchpoints, and leverage a self-service portal to provide customers with an additional way to solve issues.

Customer Self-Service

The customer self-service portal within Dynamics 365 Customer Service provides customers with 24/7 support. It is a popular feature that automates much of the support process, especially for customers experiencing common or easily-resolved issues. Using chat bots, AI-powered custom workflows, and even remote monitoring IoT alerts, customers can resolve common support issues without the need to interact directly with an agent.


Knowledge articles that are used by agents and internal CSRs can also be shared in a self-service portal for customers to access. System administrators have the ability to determine which articles are published in the self-service portal and what content should remain hidden from customers.


Authenticated customers have the ability to log into a portal and submit their own cases. They have the opportunity to complete recommended or required forms before submission, which will provide agents with valuable information as they begin their remediation. Customers using the self-service portal can interact with their case after submission to provide updates or, in some instances, resolve their case themselves. Customers have the ability to communicate directly with CSRs to save time and reduce the need for phone calls and emails.


Within Dynamics 365 Customer Service, the self-service tab associated with a case displays details about a customer’s recent activities. If they visited the self-service portal and took any action before interacting with an agent, the information is displayed in an easy-to-read format. For example, if they visit a page, search a phrase, or view a knowledge article, the agent can see view a time-stamped record of this.The information can then be used to provide personalized service based on a more well-rounded understanding of why the customer reached out to begin with.

Analytics & Reporting

Customer service agents and administrators can explore AI-powered insights to gain a holistic view or deep dive into specific topics, priority cases, trends, and KPIs. Users can see which issues are trending, which channels generate the most cases (chats, email, social media, phone), monitor for any abnormal resolution times, and determine whether a knowledge article requires additional information.

Customizable dashboard reports display KPI information in an easy-to-read format that can be broken down by priority, channel, or associated agent. In this way, customer service managers can track real-time insights and determine which agents require assistance, which channels need optimization, and how best to improve customer engagement and business outcomes.

Read Our Client Success Stories

We have implemented and supported many clients in various industries across the Microsoft Dynamics suite of products, including Dynamics 365 Customer Service.

Does Dynamics 365 Customer Service Integrate With Other Microsoft Tools?

Dynamics 365 Customer Service has been designed and optimized to work with popular Microsoft Dynamics tools and applications.


With Dynamics 365 Customer Service, agents have the ability to:

  • Create cases
  • Resolve, reassign, merge, or cancel cases
  • Convert cases to knowledge articles
  • Use AI to collaborate and answer questions
  • Leverage interactive dashboards to manage cases


Much of these features benefit from agents’ collaboration with other internal departments, including sales, marketing, HR, accounting, and ERP management. In addition, in industries that require field service, Dynamics 365 Customer Service integrations offer organization-wide benefits.

Reach Out to Stoneridge Software for a Consultation

Are you interested in how Dynamics 365 Customer Service can impact your business for the better? Reach out to our experts for a consultation

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