Dynamics 365 Customer Service

Improve support with increased productivity, personalised experiences and faster issue resolution.

Helping you transform service experiences

We specialise in implementing Dynamics 365 Customer Service to enhance support capabilities.

Our team handles data migration, configuration, and training to ensure smooth deployment and adoption. We offer tailored solutions to help your service team resolve issues efficiently and consistently achieve higher CSAT scores.

With extensive experience on the Microsoft platform, you can trust us to maximise the value of Dynamics 365 Customer Service, that will transform your service delivery.

Young smiling support technician using Dynamics 365 to resolve a support ticket.

How Dynamics 365 Customer Service Benefits You

Centralised data helps agents efficiently manage customers across channels and delight them with responsive, personalised service.
Case management tools, unified data across touchpoints and robust service level agreement capabilities help agents resolve issues efficiently to increase customer satisfaction and strengthen loyalty.
Use access to knowledge resources and deploy conversational bots that provide instant access to relevant answers. This can include using generative AI to find answers by searching trusted websites and internal documents, including previously resolved issues and knowledge articles.

Transform experiences with agent workflows, collaboration features and insights. This can include using native Microsoft Teams integration to find and connect with subject matter experts to help resolve complex cases.

Gain insights with powerful service analytics across your key performance indicators and agent actions to identify opportunities for improvement and aid coaching.

Transform Service to Earn Customer Loyalty

Dynamics 365 centralises data and workflows, creating a complete customer view for seamless service delivery.

Copilot for Customer Service provides real-time assistance, automating repetitive tasks and finding solutions across trusted sites and documents.

Intelligent routing directs issues to the best agent, and self-service portals provide instant answers, preventing problems.

These tools equip organisations to transition from reactive to proactive support, anticipate emerging needs and streamline operations for consistent experiences that earn greater loyalty.

Young man navigating a self-service portal on a mobile phone.

Lead and Opportunity Management

Pipeline Management
Sales Forecasting and Analytics
Outlook and Microsoft Teams Integration
Pipeline Management
AI-Powered Productivity Boosters
Quotes, Orders and Invoicing

Predictive Scoring

Customer Relationship Insights
Mobile Access and Offline Working
Interactive Dashboards and Reporting

LinkedIn Sales Navigator Integration 

Extendable with Power Automate 

Native Power Apps integration

How we Partner with You

We take a consultative approach to understand your unique service processes and workflows before implementing D365 Customer Service. Our specialists handle integration, data migration, and training for seamless adoption.

With knowledge from hundreds of successful CRM deployments and an industry-leading 96% customer retention rate, we can also help you maximise your service by implementing additional solutions such as self-service web portals.

As your needs evolve, count on our responsive support to ensure continuous ROI. Trust our dedication and extensive experience with Dynamics and the Microsoft Cloud to tailor solutions that empower teams, transform operations, and increase customer lifetime value.

Case management
SLAs and escalation workflows
Knowledge management
Multisession agent desktop

Integrated portals

Embedded Power BI visuals

Omnichannel support

Workflow automation

Conversational chatbots

Customer Voice surveys

Collaborative Teams integration

Mobile and offline access

Outlook integration

Copilot Gen-AI features

Power Platform scalability

Dynamics 365 Sales Integration

Service analytics

Dynamics 365 Customer Service Capabilities Include:

  • Case management
  • SLAs and escalation workflows
  • Knowledge management
  • Multisession agent desktop
  • Integrated portals
  • Omnichannel support
  • Workflow automation
  • Conversational chatbots
  • Customer Voice surveys
  • Collaborative Teams integration
  • Outlook integration
  • Copilot Gen-AI features
  • Power Platform scalability
  • Dynamics 365 Sales Integration
  • Service analytics
  • Embedded Power BI visuals
  • Mobile and offline access
Case management
SLAs and escalation workflows
Knowledge management
Multisession agent desktop

Integrated portals

Embedded Power BI visuals

Omnichannel support

Workflow automation

Conversational chatbots

Customer Voice surveys

Collaborative Teams integration

Mobile and offline access

Outlook integration

Copilot Gen-AI features

Power Platform scalability

Dynamics 365 Sales Integration

Service analytics

We are proud to work with…

Customer Quotes

“Working in partnership with ServerSys has enabled us to define, deploy, and continually refine a personalised CRM solution that’s highly responsive to changing business demands. It’s given us new ways to view our customer relationships and enabled us to make better and more informed strategic decisions.”

Ciaran Doyle, Business Analyst at Honda (UK) Corporate Selecting.

“ServerSys invested time learning our business, mapping every process and getting to the heart of our operations. For the first time, we have a national measure of global customer satisfaction and operational performance.”

Mark Hazelwood, Operations Director at Miworld at Mitie.

“Achieving a consolidated view of our portfolios means we can now undertake faster and more meaningful analysis. Using these insights, we can better support advisors and make changes that improve their customer journeys.”

Daryl Hine, Chief Operating Officer at Stellar Asset Management.

Dynamics 365 Customer Service: FAQs

How does Dynamics 365 Customer Service improve agent productivity?

Microsoft has released innovative AI solutions that help increase the efficiency of agents. One example is the Copilot workspace for Dynamics 365 Customer Service, which reduces repetitive tasks and offers contextual recommendations to help resolve issues faster.

Further productivity features include embedded Microsoft Teams collaboration and unified routing, which leads to a reduction in transfers. Additionally, agents can leverage a workspace that supports multiple sessions and comes equipped with agent scripts and smart assist tools to boost productivity further.

What omnichannel support is available?

Through add-in capabilities, Dynamics 365 Customer Service enables omnichannel support across voice, digital messaging, and live chat channels. Unified messaging brings together SMS and email interactions for context, and live chat supports real-time conversations with work item routing.

Within the Dynamics app, agents get a unified experience across channels. Relationship insights provide background to personalise service with translation support available for global customers.

Microsoft’s Azure-based voice capability scales as an all-in-one platform. Chat features like quick replies and transfers optimise workflows.

Cross-channel routing intelligently allocates work to available agents based on skills and SLAs. With omnichannel support, organisations can meet customers on their preferred channel.

What analytics and reports does Dynamics 365 Customer Service provide?

Dynamics 365 Customer Service provides comprehensive reporting on key performance indicators (KPIs) such as case volume, resolution times, customer satisfaction (CSAT), agent performance, and channel usage.

Embedded interactive Power BI visuals offer insights into critical metrics. Reports on the customer journey and retention help identify opportunities to enhance experiences. Service managers can make data-driven decisions and improve services with on-demand reporting access to connected data across channels.

What is Dynamics 365 Customer Voice?

Customer Voice automates surveys to gather real-time customer feedback across channels.

This add-on provides insights into customer sentiment and integrates surveys and feedback analytics directly into Dynamics 365 Customer Service, making it easier for organisations to identify opportunities for improvement. Read our post to learn more.

This is available with select Dynamics 365 licences, including Sales Enterprise Customer Service Enterprise, with a capacity for 2000 survey responses per month/tenant.

How does Dynamics 365 Customer Service integrate with web portals?

Dynamics 365 Customer Service seamlessly integrates with Power Pages and other Microsoft-powered portals, providing an online gateway to knowledge articles, forums, and support resources.

Process-driven portals extend customer service capabilities by enabling users to find answers, track cases, and contact agents through a branded web interface.

ServerSys has deep expertise in deploying portals that connect to Dynamics 365 to enhance digital experiences. Integrated portals improve satisfaction by providing 24/7 access to information and deflecting common queries. Learn more about our portal services.

How can Dynamics 365 Customer Service resolve issues faster?

Dynamics 365 simplifies issue resolution for organisations by providing agents with unified customer data, omnichannel routing, automated case creation, pre-defined workflows, assistive tools, and custom SLAs.

Real-time and historical reporting is also available to streamline operations and meet resolution targets.

Embedded knowledge resources with AI-powered smart suggestions help agents and customers quickly find answers to efficiently resolve issues.

How does D365 Customer Service simplify knowledge management?

According to Forrester, 72% of customers expect robust online knowledge resources, and self-service portals empower them to find answers independently.

D365 Customer Service simplifies knowledge management by combining self-service and assistive capabilities. Searchable knowledge bases, communities, and chatbots can be readily deployed to enable users to access relevant articles easily.

For agents, Customer Service Copilot uses generative AI to search across trusted websites, internal documents, and past cases using natural language. It suggests relevant results and summaries to help quickly find solutions.

What ROI can I expect from Dynamics 365 Customer Service?

Dynamics 365 Customer Service delivers a tangible ROI in increased agent productivity, reduced operational expenses, higher customer satisfaction, and cost savings through task automation.

Key metrics like CSAT, NPS, case resolution times, and customer retention demonstrate improvements.

According to Nucleus Research, a well-implemented CRM system can return over $3 per dollar spent. With ServerSys’ support, your organisation can deploy Dynamics 365 to increase service quality and operational efficiency returns for significant long-term ROI.

Let’s Talk

Ready to strengthen customer relationships and boost CSAT with exceptional service?

Contact ServerSys to learn how we can help you tailor a solution to support your goals. With extensive CRM experience and dedication to driving adoption, we’ll ensure you get the most from Dynamics 365 Customer Service.

Please complete the form below to request a callback from one of our consultants.