Microsoft Platform – Microsoft Dynamics 365 – Customer Service
Microsoft Dynamics 365 Customer Service
Create exceptional customer connections and deliver transformative outcomes using an intelligent contact centre solution.
What can you do with Microsoft Dynamics 365 Service?
Provide seamless, end-to-end customer service experiences for consistent, connected support across all channels.
Exceed Customer Expectations by Offering Always-on Service
Deliver omnichannel service - Build trust with customers by delivering seamless experiences across all channels, including conversational AI, live interaction, and self-service solutions.
Resolve customer issues faster - Improve first-call resolution through intelligent, unified routing that uses AI and rules to classify, prioritise, and assign customer support enquiries to the best-suited agent.
Improve case Management - Increase employee effectiveness and cross-team collaboration while delivering personalised experiences that drive customer loyalty.
Evolve field service management - Innovate new business models by transitioning from reactive to proactive and predictive service engagements and frictionless self-service.
Expertise where you need it - Empower frontline workers to solve service and support issues remotely using Augmented Reality in real time on HoloLens, Android, or iOS devices.
Deliver consistent, connected customer support
across all your business channels
We rapidly design, develop, and deploy a line of business applications often with little or no bespoke software, a low code/no code approach.
A complete ERP for small to medium business. Includes financials, sales and service, manufacturing, logistics, operations, warehousing, supply chain, project mgt, reporting, analytics…
Accelerate sales by using customer, marketing and sales data with AI to identify ideal customer targets, recommend next best actions, and collaborate with peers.
Meet and exceed customer expectations across all channels, by optimising the work of field technicians, accelerating problem solving while understanding and predicting customer behaviour
Make more informed decisions by applying AI to your data. The single integrated data repository that underpins Dynamics 365 is mined for Insights into Sales, Customers and Customer Service delivering a competitive edge.
DYNAMICS 365 FINANCE & OPERATIONS
Connect and optimise back-office, retail and supply chain operations by integrating Finance, Manufacturing and Supply Chain management to deliver personalised shopping experiences.
The Dynamics 365 Field Service application helps companies optimise the productivity of remote field and mobile workers. By combining workflow automation, smart scheduling, remote assist, and seamless collaboration.
Keep the sales pipeline fed through lead generation campaigns with automated process flows, comprehensive event management, customer segmentation and social insights.
Create a workplace where people and business thrive.
Go beyond traditional personnel management to improve organisational agility, optimise HR programs, and transform employee experiences.
Overlay digital content onto the real-world for greater efficiency and teamwork. Visualise room layouts with holograms and much more.
Read more of our case studies on Customer Service
Compliance Management Solution for ITC
The Challenge ITC’s legacy compliance management system relied on manual processes, including paper-based
HSE Covid-19 Contact Tracing System
On a Tuesday night, in March 2020 at 9pm, TEKenable received a call
Customer Success Stories
Microsoft Dynamics 365 Customer Service FAQs:
What does Dynamics 365 Customer Service do out of the box?
Customer Service provides out‑of‑the‑box capabilities for case management, knowledge management, self‑service portals, omnichannel engagement, analytics and reporting.
What channels does Dynamics 365 Customer Service support?
Dynamics 365 Customer Service supports omnichannel engagement, including email, chat, phone, SMS and social channels, allowing agents to work from a single, unified interface.
Does Dynamics 365 Customer Service include self‑service and knowledge management?
Yes. Customer Service includes a searchable knowledge base and supports customer self‑service portals, enabling customers to find answers, submit cases and track progress independently.
Can Dynamics 365 Customer Service integrate with other systems?
Yes. Customer Service integrates with other Dynamics 365 applications and external systems via Microsoft Dataverse, APIs and Power Platform tools, enabling end‑to‑end customer and operational workflows.
How does Customer Service work with Dynamics 365 Sales?
When deployed alongside Dynamics 365 Sales, Customer Service provides shared customer data and interaction history, giving service agents and sales teams a single view of the customer.
Can Dynamics 365 Customer Service be implemented in phases?
Yes. Customer Service implementations often start with a proof‑of‑concept or MVP for core case management and then expand to additional channels, automation and AI capabilities.
What is Microsoft Dynamics 365 Customer Service?
Microsoft Dynamics 365 Customer Service is an omnichannel service platform that helps organisations manage, route, and resolve customer enquiries across every channel. It gives agents a unified view of the customer, automates case handling, and uses AI to predict customer needs — so teams can exceed expectations at scale.
What channels does Dynamics 365 Customer Service support?
Dynamics 365 Customer Service supports email, phone, live chat, SMS, social media, and self-service portals in a unified agent workspace. All interactions are logged against a single customer record, enabling agents to see the full history of any customer regardless of which channel they used to make contact.
How does AI and Copilot enhance Customer Service?
Microsoft Copilot in Dynamics 365 Customer Service surfaces relevant knowledge articles, drafts response suggestions, and summarises case histories in real time. AI analyses customer sentiment, predicts escalation risk, and automates repetitive tasks — reducing average handling time and enabling agents to focus on complex, high-value customer interactions.
Can customers resolve issues without speaking to an agent?
Yes. Dynamics 365 Customer Service includes self-service portals and AI-powered virtual agents that handle common queries automatically. Customers can raise cases, check status, and find answers in a branded portal 24/7. Where the virtual agent cannot resolve an issue, it seamlessly escalates to a live agent with full context.
How does it support field service and remote assistance?
Dynamics 365 Customer Service integrates with Field Service and Remote Assist, enabling frontline workers to resolve issues on-site or remotely using augmented reality on HoloLens, Android, or iOS. This reduces unnecessary site visits, speeds up resolution times, and supports the transition from reactive to proactive service models.
How does TEKenable implement Dynamics 365 Customer Service?
TEKenable designs, configures, and deploys Dynamics 365 Customer Service end-to-end, including channel setup, AI activation, knowledge base configuration, and agent workspace customisation. Our agile delivery approach ensures rapid deployment and measurable outcomes, with ongoing support available after go-live to continuously optimise your service operations.
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