Deliver faster, smarter service on one connected platform
Bring cases, knowledge, chat, voice and self-service into a single Microsoft customer service platform, with Copilot and AI helping your agents resolve issues faster and keep customers happy.
- Every customer conversation in one view
- Faster case resolution with fewer handoffs
- Copilot assistance for agents and supervisors
- One certified team for setup and ongoing support
Core capability areas
Step delivery path
Unified customer record
Teams working from one view
One platform for every customer interaction
Microsoft Dynamics 365 Customer Service is a cloud solution for organisations that have outgrown shared inboxes and disconnected tools. It brings case management, knowledge, omnichannel routing and customer insights into one data model, so agents, supervisors and managers work from the same customer history.
Microsoft delivers it as Dynamics 365 Customer Service and Dynamics 365 Contact Center, which you can adopt together or in stages. DynamicsXpert helps you choose the right scope, configure it around your business and get your team confident using it.
- Case and incident management
- Omnichannel chat, voice and email
- Knowledge base and self-service portals
- Queue routing and workload balancing
- Service level and SLA tracking
- Customer satisfaction and quality insights
- Power BI analytics and Dynamics 365 integrations
Everything your service team needs, in one platform
Core capabilities that replace scattered inboxes and spreadsheets with one connected service desk.
Case management
Track every case from first contact to resolution, with categories, priorities, queues and an audit history that supervisors can rely on.
Chat, voice, email and social
Route conversations to the right agent across channels, with context carried through every handoff so customers never repeat themselves.
Knowledge and self-service
Give agents articles that surface in the flow of work, and let customers find answers themselves through portals and bots.
Routing and workforce management
Match work to skills and capacity, balance queues and plan shifts so the right person handles every case.
SLAs and escalations
Set entitlements and response targets, with automatic escalations when a case is at risk of breaching its SLA.
Improve and integrations
Measure CSAT, first-contact resolution and handle time in Power BI, and connect service data to your ERP, CRM and other systems.
Every case, tracked from first contact to close
From the first customer contact to resolution and feedback, each step is recorded on the same case, so nothing is re-keyed along the way.
Intake-to-resolution
Every case is logged, categorised and routed to the right queue, with SLA timers running from the first contact.
Dispatch-to-complete
Schedule technicians, track parts and bill for completed work on one connected thread, with customer history always at hand.
Survey-to-insight
Customer feedback flows into dashboards, so supervisors spot trends, coach agents and improve the knowledge base.
Works with the Microsoft tools your agents already use
Customer Service sits at the centre of your Microsoft stack, sharing customer data with analytics, productivity, cloud and automation tools.
Power BI
Dashboards and reports built on live service data, ready for every supervisor and manager.
Microsoft 365
Teams, Outlook, Excel and SharePoint working alongside your customer and case data.
Microsoft Azure
A secure, scalable cloud platform for hosting, data and integration services.
Power Platform
Low-code apps, automation and custom AI agents built around your own processes.
Copilot and AI
AI assistance inside everyday workflows, from case summaries to reply suggestions.
Your other systems
Integrations and extensions that connect the tools you already run.
An AI assistant that works inside your service desk
Copilot and intelligent agents summarise cases, draft replies and handle routine requests, so your agents can focus on the customers who need them most.
Case automation in motion
Case summaries
Get a short summary of any case history in seconds, so agents can pick up conversations without re-reading everything.
Reply suggestions
Draft accurate, on-brand replies from knowledge articles and case context, ready to edit and send.
Sentiment and intent
Spot frustrated customers and common intents early, so priority cases get the right attention.
Auto-categorisation
Tag and route incoming cases automatically, reducing manual triage and keeping queues balanced.
Agent coaching
Surface conversation insights and quality signals to help supervisors coach agents where it matters.
Custom AI agents
Build agents with Copilot Studio that answer customer questions, check orders and hand off to people when needed.
Availability of individual AI capabilities depends on your Microsoft licence and release plan. We confirm what fits your setup during the assessment.
Built for every team that touches the customer
From frontline agents to the head of customer experience, everyone works from the same live customer data.
Support agents
Work faster with a full customer view, suggested replies and knowledge at their fingertips.
- Faster first response and resolution
- Full history of every customer interaction
- Less switching between tools
Supervisors and managers
See queue health, SLA performance and team workload in real time, and rebalance work before backlogs build up.
- Live dashboards for queues and SLAs
- Workforce planning tied to real demand
- Fewer spreadsheets and manual reports
IT and leadership
Move to a secure, scalable cloud platform that fits the Microsoft tools you already use.
- Cloud platform that scales with your business
- Role-based security and governance
- Connects with Microsoft 365, Azure and Power Platform
Shaped around the way your sector operates
Customer Service adapts to many industries. We confirm the right scope and configuration for yours during the assessment.
Manufacturing
Service for installed equipment, warranties, spare parts and field technicians.
Distribution and wholesale
Order tracking, returns and delivery queries handled across multiple sites.
Retail and e-commerce
Omnichannel support for shoppers across chat, email, social and messaging.
Professional services
Entitlements, contracts and case handling for clients across regions.
Construction and real estate
Tenant requests, maintenance tickets and resident communication in one place.
Food and beverage
Consistent service quality and compliance tracking across every site.
From first workshop to go-live and beyond
A structured path that keeps scope clear and your team involved at every stage.
Assess
We map your current service processes, channels and reporting needs, then agree scope, priorities and targets.
Implement
We configure case management, channels and queues, build integrations and extensions, and set up Copilot and AI where they add value.
Migrate and train
We move and validate your data, run user acceptance testing and train your teams so adoption is smooth.
Support and grow
After go-live we provide managed support, tuning and enhancements as your business changes.
A partner that stays with you after go-live
The implementation partner you choose shapes the outcome as much as the software does.
Certified consultants
Experienced Dynamics 365 specialists across customer service, CRM, Power Platform and Azure.
Industry-fit solutions
Configurations and add-ons shaped around how your sector actually operates.
End-to-end delivery
One team from assessment and build to training, go-live and support.
Ongoing managed support
Proactive monitoring, updates and improvements to keep your service desk performing well.
Customer Service questions, answered
Quick answers for businesses considering Dynamics 365 Customer Service.
It is Microsoft’s cloud platform for managing customer cases, omnichannel conversations, knowledge and service operations. It can be used alongside Dynamics 365 Contact Center and your existing CRM, depending on your needs.
Organisations with high volumes of customer enquiries, several service channels or SLA-driven commitments. Smaller teams with simpler needs may be better served by lighter tools, and we can help you choose.
Yes. It works with Microsoft 365, Power BI, Power Platform and Azure, and we build integrations with your ERP, telephony, messaging and other business systems.
Yes. We configure web chat, email, voice and messaging channels based on the providers and regions you operate in, with routing rules that suit each one.
It depends on scope, the number of channels, integrations and data migration. After an initial assessment we give you a phased plan with clear milestones.
Yes. We offer managed support, performance tuning and ongoing improvements, so your system keeps up with your business.
Ready to transform your customer service?
Tell us about your business and goals. We will suggest a practical scope and walk you through a demo built around your own processes.
We are ready to help!
Whether you are evaluating Customer Service, planning a migration or need help with an existing system, our team is ready to help. We usually reply within one business day.
info@dynamicsxpert.com
Phone
+971 58 586 8875
Office
Hyderabad, Telangana, India
DynamicsXpert is a Microsoft Dynamics 365 partner helping businesses run on connected ERP, CRM, Power Platform, AI and cloud solutions, with GST-ready e-invoicing built in.
© 2026 DynamicsXpert. All rights reserved.