Dynamics 365
Customer Service
Service that customers remember.
Resolve issues faster on every channel, give agents the answers they need in the moment and turn every case into knowledge, implemented and supported by FusionX Consulting.
- Microsoft Cloud Solution Provider
- Licensing to go-live to support
- Copilot-ready
Overview
Built for service teams who want to resolve, not just respond.
If any of these sound familiar, Dynamics 365 Customer Service was designed for you.
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"Customers have to repeat themselves every time they contact us."
With Dynamics 365 Customer Service One case history across email, chat, phone and social, so every agent sees the full story.
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"Agents waste time searching for answers while customers wait."
With Dynamics 365 Customer Service Copilot suggests answers and knowledge articles in the moment, drawn from your own content.
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"Urgent cases get lost in a shared inbox."
With Dynamics 365 Customer Service Unified routing sends every case to the right agent by skill, priority and availability.
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"We don't know if we're meeting our service commitments until a customer complains."
With Dynamics 365 Customer Service SLAs, live dashboards and supervisor insights show where you stand before anything is missed.
Capabilities
Everything your service team runs on, in one platform.
From the first contact to resolution, every channel shares the same customer data, knowledge and workflows, connected to sales and field service.
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Case management
Create, route, track and resolve cases with guided processes, SLAs and escalations, so every issue has an owner and nothing falls through the cracks.
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Omnichannel engagement
Email, chat, voice, SMS and social in one workspace.
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Unified routing
Skills-based, priority-aware routing to the right agent.
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Knowledge management
Authoring, approval and AI-powered search for articles.
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Customer self-service
Portals and AI agents that let customers help themselves.
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Customer Service workspace
Multi-session workspace with the full customer view.
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Supervisor insights
Live dashboards for queues, workload, sentiment and SLA performance, so supervisors can step in at the right moment.
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Service-level agreements
Track response and resolution times automatically.
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Customer surveys
Collect feedback after every interaction.
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Scheduling
Book resources and appointments for service visits.
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Analytics & reporting
Historical and real-time service analytics.
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Security & compliance
Role-based access, data privacy and full audit history.
Copilot & AI
An AI co-worker for every service agent.
Copilot and AI agents in Dynamics 365 Customer Service draft replies, summarise cases and turn resolved issues into knowledge, so agents resolve more and customers wait less.
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Case Management Agent
Creates and updates cases from incoming emails and conversations, and follows up until they're resolved.
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Customer Intent Agent
Works out what the customer needs and suggests the right questions and knowledge to resolve it.
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Customer Knowledge Management Agent
Turns resolved cases and conversations into knowledge articles, ready for review.
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Case & conversation summaries
Summarises long case histories and conversations, and drafts replies right where agents work.
Copilot availability depends on your version, region and licensing. Features marked Preview may change. We confirm what's available for your environment.
Jamie at Litware reported a failed delivery 3 days ago. The courier confirmed a wrong address. A replacement order was approved but not yet shipped.
Integrations
Connected to the Microsoft tools your business already uses.
Dynamics 365 Customer Service shares data with the rest of Dynamics 365, Microsoft 365 and Power Platform, so service, sales and field teams see the same customer.
Dynamics 365 Customer Service
Dynamics 365
Sales
Field Service
Contact Center
Customer Insights
Customer Voice
Microsoft 365
Excel
Teams
Outlook
Microsoft 365 Copilot
Power Platform & Azure
Power BI
Power Automate
Power Apps
Dataverse
Azure & Microsoft Fabric
Is Customer Service right for you?
Customer Service or Contact Center?
Both are Microsoft service solutions and they work well together. The right starting point depends on how your customers reach you and how your team works. Here's the quick version. We'll help you decide properly.
| Criteria |
Customer Service
|
Contact Center
|
|---|---|---|
| Best for | Teams that manage cases, knowledge and SLAs end to end | High-volume, real-time voice and digital contact centres |
| Core strength | Case management, knowledge and service processes | Voice, chat and messaging with AI-powered self-service |
| Channels | Email, portals and digital channels, with omnichannel add-ons | Voice, chat, SMS and social, built in |
| CRM | Built on Dynamics 365 and Dataverse | Works with Dynamics 365 or your existing CRM |
| AI | Case, intent and knowledge agents for service teams | AI self-service agents and real-time agent assistance |
| Typical implementation | A few months, depending on scope | A few months, depending on channels and telephony |
How we implement
From first conversation to confident go-live.
A proven, phased approach that keeps scope, budget and timeline visible at every step.
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Discover
Workshops with agents and supervisors to map channels, case types and service commitments.
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Design
A blueprint for routing, SLAs, knowledge and self-service, with a realistic plan and budget.
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Build
Configure Dynamics 365 Customer Service, set up channels and routing, and keep customisation lean.
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Migrate
Migrate customers, open cases and knowledge articles from your current helpdesk.
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Test & train
Testing with real agents and scenarios, plus training for agents and supervisors.
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Go live & optimise
A supported launch, then ongoing tuning of routing, knowledge and AI as you learn.
Why FusionX Consulting
A partner for the whole journey, not just go-live.
- 20+years track record
- 4xhigher order processing capacity
- Up to 40%improved operational efficiency
- Licensing, implementation and support from one team
- Customer service specialists who understand contact centres and SLAs
- Lean, standard-first configuration that's easy to upgrade
- Training and adoption so your team actually uses it
FAQ
Questions service leaders ask us.
Can't find what you're looking for? Our team is happy to walk you through it.
Ask us a questionWhat is Microsoft Dynamics 365 Customer Service?
Dynamics 365 Customer Service is Microsoft's cloud application for managing customer support across channels. It covers case management, routing, knowledge, self-service, SLAs and service analytics, with Copilot AI and integration with Dynamics 365 Sales, Field Service, Microsoft 365 and Power Platform.
Which channels does it support?
Email, web portals and cases out of the box, with chat, voice, SMS and social messaging channels available through omnichannel capabilities and Dynamics 365 Contact Center, all handled in one agent workspace.
How is Customer Service different from Contact Center?
Customer Service focuses on case management, knowledge and end-to-end service processes. Dynamics 365 Contact Center is built for high-volume, real-time voice and digital engagement, and can work with Dynamics 365 or another CRM. Many organisations use both together.
What do the AI agents in Customer Service do?
The Case Management Agent creates and updates cases, the Customer Intent Agent identifies what customers need and suggests how to resolve it, and the Customer Knowledge Management Agent turns resolved cases into knowledge articles. Copilot also summarises cases and drafts replies. Availability depends on your version, region and licensing, so we confirm what's available for your environment.
How long does an implementation take?
Many implementations take a few months, depending on the number of channels, routing complexity, integrations and data migration. We give you a timeline based on your actual scope during discovery.
Can we migrate from Zendesk, ServiceNow or Freshdesk?
Yes. We migrate customers, contacts, open and historical cases and knowledge articles from helpdesks such as Zendesk, ServiceNow, Freshdesk, Salesforce Service Cloud and older Dynamics versions.
Does it work with Teams and Outlook?
Yes. Agents can swarm on cases with experts in Teams, and emails from Outlook can create or update cases automatically.
Can customers help themselves?
Yes. You can publish knowledge to self-service portals built with Power Pages and deploy AI agents built with Copilot Studio that answer questions and hand over to a human agent when needed.
Is our customer data secure?
Dynamics 365 Customer Service runs on Microsoft Azure and uses Microsoft Entra ID for sign-in, with role-based security, data privacy controls and full audit history.
What does FusionX Consulting provide?
As a Microsoft Cloud Solution Provider we handle the full journey: licensing, discovery and solution design, configuration, data migration, integrations, testing, training, go-live and ongoing support and optimisation.
Ready to Deliver Service Customers Remember?
Our Dynamics 365 Customer Service specialists will take you from first conversation to confident go-live. Your customers, our expertise: faster answers on every channel.