Introduction to Dynamics 365 for Customer Service

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Microsoft Dynamics 365 for Customer Service forms part of the Dynamics 365 suite of applications, built to support your business processes.
Improve customer service through a single, unified experience that delivers end-to-end service across every channel—earning customer loyalty and empowering agents.

Earn customer loyalty

Minimise customer effort, proactively address issues, and deliver more personalised, seamless service.

Empower every agent

Give agents the knowledge they need to deliver faster, more consistent service.

Adapt to changing needs

Anticipate and react quickly to customer, business, and market demands using a customer service software application with intelligence built in.


  • Case Management

  • Queues

  • Case management automation

  • Entitlements

  • SLAs

  • Reporting

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