Top Benefits of Microsoft Dynamics 365 Customer Service

What are your business’s goals for customer service delivery? Are you looking to automate self-service or increase agent productivity? Maybe you want to improve turnaround times and increase customer loyalty. Whatever it may be, Microsoft Dynamics 365 Customer Service is a cloud-based solution that can help you accomplish these goals and more.

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Microsoft Dynamics 365 Customer Service provides a suite of service capabilities that enable businesses to deliver on any channel. This widely-used product, which is part of the Microsoft Dynamics 365 family, was named a leader in the June 2021 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center. What features make up Dynamics 365 Customer Service? We outline the top benefits below.


As we mentioned, Dynamics 365 Customer Service allows businesses to provide connected experiences across every channel. It is your all-in-one digital contact center where you can contact customers via live chat, voice, SMS, social channels, and more. You can receive contextual customer identification and real-time notifications, while supervisors can get visibility (real-time and historical) and insights about agent efficiency.

Source: Microsoft


The AI-powered capabilities in Dynamics 365 Customer Service enable businesses to deliver proactive service. The product comes with built-in transcription and translation, real-time sentiment analysis, and context-driven agent suggestions. Instead of making customers who need support talk to multiple agents, you can use AI to assign inquiries from all channels to the best-suited agent.

Source: Microsoft


Sometimes customers have questions that have readily available answers, but your agents are handling other matters and can’t provide them. The AI-powered virtual agents that can be implemented from Dynamics 365 Customer Service take care of business. You can also share knowledge, tips, and insights with your customers through community portals.

Source: Microsoft


When you use a product in the Microsoft Cloud, you can almost guarantee that it seamlessly integrates with other Microsoft apps. Microsoft Dynamics 365 Customer Service connects to other Dynamics 365 apps as well as apps like Power BI and Microsoft Teams. In fact, with only a few clicks, users can configure Customer Service Analytics dashboards in Power BI.

Customer Service app install - refresh frequency.

Source: Microsoft


As your business grows, Dynamics 365 Customer Service will support the changing needs as they happen. There are agent apps and other add-ins that directly address the capabilities you need. Some include:

  • Customer Service Workspace
  • Omnichannel for Customer Service
  • Customer Service Hub
  • Customer Service Team Member
  • Digital Messaging and Voice Add-in
  • Voice Channel Add-in
  • Digital Messaging Add-in
  • Chat Add-in

Overview of the Customer Service workspace application for Dynamics 365 Customer Service | Microsoft Docs

Source: Microsoft

Ready to give your customers the best possible customer service experience? Learn more about Microsoft Dynamics 365 Customer Service from our experts at Opal Business Solutions. As a Microsoft Gold Partner, we can provide you with extensive support. Click below for more!

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