Microsoft Dynamics 365
Customer Service

What is Microsoft Dynamics 365 Customer Service?

Microsoft Dynamics 365 Customer Service is a cloud-based solution that enables companies to provide quick, personalised, multi-channel support to customers. It allows agents to manage cases and interactions over various channels, including chat, email, social media, and voice, all within one workspace. It also gives agents access to automation, embedded intelligence, and real-time insights to enable them to resolve issues swiftly and effectively.

Synergy Technology is a Microsoft solutions Partner for Business Applications, as well as a Certified Solution Specialist for Small and Midsize Business Management, which is given to partners who demonstrate deep knowledge, extensive experience, and proven success in providing cloud-based business applications to the small and midsize business market. We have been implementing, supporting, and integrating Microsoft Dynamics solutions for businesses across the UK for over 20 years.

Based on a common data model, Microsoft Dynamics 365 Customer Service facilitates collaboration and data sharing across the Dynamics 365 suite of applications. To improve customer support, it also interfaces with Microsoft cloud services including Teams, Microsoft 365, and Azure. To further assist enterprises in managing their service operations, it provides a range of capabilities, including service management, knowledge management, service scheduling, service-level agreements, entitlements, reports, and dashboards.

Microsoft Dynamics 365 Customer Service is a scalable and customisable solution that can adapt to the demands of businesses and their customers. The solution can be expanded using the Microsoft Power Platform, with pro-code and low-code solutions like Power Apps, Power Automate, Power Virtual Agents, and Power Pages.

What are the features of Microsoft Dynamics 365 Customer Service?

Microsoft Dynamics 365 Customer Service provides a comprehensive set of features for managing customer interactions, including:

Case Management

• Provide a centralised platform for managing customer interactions
• Create, track, and resolve customer cases
• Share information across teams

Automation

• A variety of automation tools can help to streamline processes and reduce manual effort
• Automate tasks such as case routing, follow-up reminders, and knowledge base updates

AI-Powered Chatbots

• AI-powered chatbots can interact with customers in a natural language
• Chatbots can answer customer questions, resolve simple issues, and escalate more complex cases to agents

Self-Service

• Enable customers to resolve their issues independently through self-service options
• Help to reduce customer wait times and improve customer satisfaction
• Free up agents to handle more complex issues

Data Integration

• Integrates seamlessly with other Microsoft products, such as Office 365 and Azure
• Access customer data from multiple sources and create a unified view of the customer journey

Community Portals

• Provide a platform for creating community portals where customers can connect with each other and share knowledge
• This can help to reduce the volume of support requests and improve customer self-sufficiency

Analytical Insights

• Provide detailed insights into customer behaviour and satisfaction
• View data on customer interactions, satisfaction ratings, and support tickets
• Identify areas for improvement and make more informed decisions about customer service strategy

Collaboration Tools

• Provide collaboration tools that help agents to work together effectively
• This includes shared dashboards, task management tools, and instant messaging

Microsoft Dynamics 365 Customer Service Consultancy

We’re an experienced Microsoft Solution Specialist, but that doesn’t mean our thinking just starts with the software.

Instead, we listen to your needs, and only then try to find the software solution to meet them. That means understanding the pain points that your sales and customer service teams are experiencing. It means identifying your strategic aims. And then, keeping these at the forefront of our minds as we look at how Microsoft Dynamics 365 Customer Service can help you to achieve those goals.

Since 1997, we have implemented hundreds of ERP and CRM solutions of differing complexity that have helped improve business performance by identifying opportunities for improvement and growth. Give us a call today, and we can discuss how we can collaborate and  share success together.

Had a bad experience elsewhere? We can help

Finding the right partner for your Microsoft Dynamics 365 Customer Service implementation is crucial. We know that many organisations who already have the software come to us frustrated by the poor service they’re getting from their existing service partner.

Whether you’re suffering from poor support, a lack of clear, consistent communication or mis-sold licenses, we live and breathe Dynamics 365 Customer Service. Get in touch today to find out more.

We have the scalability, knowledge and experience to offer the most relevant software solutions for your business needs and our highly responsive technical helpdesk works pro-actively to ensure any queries you have are resolved efficiently and effectively.

Want to know more about Microsoft Dynamics 365 Customer Service?

Synergy Technology is proud to be a Microsoft Solution Specialist and to offer Microsoft Dynamics 365 Customer Service solutions across the UK. We offer implementation, migration, support and integration with a number of other platforms. We have offices in Manchester, Preston, Leeds and Cambridge in the UK, as well as Melbourne in Australia.

Find out more by visiting our add-ons and integrations page, call us today on or visit our contact page to send us an email.