Explore Dynamics 365 Customer Service capabilities

Empower your teams with enhanced productivity tools

Optimize agent performance and improve customer engagement by analyzing operations and interactions using Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences.

Resolve cases faster with cross-company collaboration and easily connect agents with subject matter experts. Use Microsoft Teams to help resolve complex cases more quickly regardless of job function or location.

Empower agents to be more productive and to avoid escalations. Make smarter recommendations with agent-facing bots that use contextual data about customers and your business.


Intelligently route cases by topic or channel. Automatically assign cases to the agent best equipped to resolve them by using custom entity routing embedded in Customer Service omnichannel capabilities.

Measure and act on customer feedback submitted through surveys after every service engagement by combining customer data with survey insights from Microsoft Forms Pro, included with Customer Service.

Transform your break/fix service model into a proactive and predictive service model with Internet of Things (IoT) diagnostics, IoT device updates, and case management on one platform.

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