Microsoft Dynamics 365 Customer Service CRM
Give the best customer service possible with a trusted, AI customer service management solution.
Table of Contents
- About
- Services
- Key Benefits
- Others Add-Ons
- Industry
- Why Choose
- Work Process
- Modules
- Pricing Details
- FAQs
- Blogs
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Earn Customers for Life with Dynamics 365
With Dynamics 365 Customer Service, businesses gain access to an AI-powered customer service platform designed to build trust at every customer interaction. This allows service teams to diagnose, troubleshoot, and respond quickly, consistently, and intelligently for customer retention, loyalty, and lifetime value.
And this is when Soluzione, a Microsoft Solution Partner, can help organizations with support through expert consulting, implementation, customization, migration, and ongoing optimization. Our in-house Microsoft-certified team ensures that the Dynamics 365 Customer Service implementation aligns with the business’s current needs and future goals. With deep expertise in the Dynamics 365 CRM solution, we have served global teams, reducing resolution times, boosting agent efficiency, and driving predictable customer satisfaction.
Key Features of Dynamics 365 Customer Service
Centralize customer issues from email, chat, voice, portals, and digital messaging into a single case workspace—giving agents full customer context and interaction history.
AI-driven insights help agents summarize cases, suggest next actions, surface relevant knowledge articles, and reduce time spent on manual research.
A role-optimized, multi-session interface that allows agents to handle multiple cases or conversations simultaneously—without losing focus or context.
Automatically prioritize and route cases based on workload, skill, urgency, and SLAs—ensuring faster responses and balanced agent utilization.
Create, maintain, and reuse knowledge articles across teams to improve first-contact resolution and deliver consistent answers to customers.
Support customers across voice, chat, and digital channels while maintaining a single source of truth for service interactions and data.
Define SLAs, timers, and escalation rules to ensure critical cases are handled on time—without constant manual monitoring.
Track case trends, resolution times, agent performance, and customer satisfaction through dashboards and reports that support data-driven decisions.
Enterprise-grade security, role-based access, auditability, and extensibility through Power Platform ensure your service operations grow without friction.
Key Benefits of Microsoft Dynamics 365 Customer Service
Resolve Issues Faster with Copilot
- Get AI-assisted case summaries, recommended actions, and relevant knowledge suggestions all in real-time.
- Faster diagnosis and resolution with reduced agent effort.
- Consistent responses across teams, even during high case volumes.
Resolve Issues Faster with Copilot
- Get AI-assisted case summaries, recommended actions, and relevant knowledge suggestions all in real-time.
- Faster diagnosis and resolution with reduced agent effort.
- Consistent responses across teams, even during high case volumes.
Enable Scalable Self-Service Without Losing Control
- With AI-powered chatbots, you get instant answers and guided support.
- Conversational IVR reduces call handling time.
- Automated self-service workflows and community portals for common queries.
Enable Scalable Self-Service Without Losing Control
- With AI-powered chatbots, you get instant answers and guided support.
- Conversational IVR reduces call handling time.
- Automated self-service workflows and community portals for common queries.
Optimize Service Operations with Real Insights
Customer service performance shouldn’t rely on guesswork. With built-in analytics and supervisor tools, leaders gain visibility into what’s working—and what needs attention.
- Analytics and supervisor capabilities provide clarity on what needs attention and what works.
- Supervisor views for workload, queue health, and SLA tracking.
- Coaching opportunities identified through data.
Optimize Service Operations with Real Insights
Customer service performance shouldn’t rely on guesswork. With built-in analytics and supervisor tools, leaders gain visibility into what’s working—and what needs attention.
- Analytics and supervisor capabilities provide clarity on what needs attention and what works.
- Supervisor views for workload, queue health, and SLA tracking.
- Coaching opportunities identified through data.
Meet Customers Across Channels
- Dynamics 365 ensures conversations stay connected, regardless of where they start.
- Voice, chat, and digital messaging support from a single platform.
- Sentiment-based routing to prioritize urgent or high-impact cases.
- Real-time translation for consistent global support experiences.
Meet Customers Across Channels
- Dynamics 365 ensures conversations stay connected, regardless of where they start.
- Voice, chat, and digital messaging support from a single platform.
- Sentiment-based routing to prioritize urgent or high-impact cases.
- Real-time translation for consistent global support experiences.
Deliver Personalized, Context-Driven Support
- 360-degree customer view with interaction and case history.
- Sentiment analysis to understand tone and urgency.
- Journey insights to continuously improve service experiences.
Deliver Personalized, Context-Driven Support
- 360-degree customer view with interaction and case history.
- Sentiment analysis to understand tone and urgency.
- Journey insights to continuously improve service experiences.
Built for Growth, Integration, and Future Change
- Open and extensible architecture using Power Platform.
- Team can seamlessly integrate with Microsoft 365, Teams, and CRM data.
- Secure, enterprise-ready foundation that supports long-term growth.
Built for Growth, Integration, and Future Change
- Open and extensible architecture using Power Platform.
- Team can seamlessly integrate with Microsoft 365, Teams, and CRM data.
- Secure, enterprise-ready foundation that supports long-term growth.
Planning Dynamics 365 Customer Service?
Get expert guidance on implementation, customization, and optimization—so your service platform fits your workflows today and scales for tomorrow.
Schedule a Free ConsultationOur Productivity Booster Add-Ons for Seamless Customer Journey
- SharePoint Metadata Capture
- Activity Timeline Accelerator
- HTML Email Template Editor
- Report Scheduler Add-On
- Interactive Kanban Board
- Report Scheduler Add-On
- Advanced Auto-Counter
- Accounting Connectors for Xero
- Accounting Connectors for MYOB
- Accounting Connectors for QuickBooks
- Attachment Archival
- Notification Engine
Dynamics 365 Customer Service Solution for Every Industry
Real Estate & Property Management
Accreditation
Educational & RTOs
Insurance & Reinsurance
Lending Management & NBFCs
Aged Care & Health Services
Transport & Logistics
Nonprofit Organizations (NPOs)
Professional & Legal Services
Telecom & Utility Providers
Wealth Management
Travel & Tourism
Why Choose Soluzione for Dynamics 365 Customer Service
We have more than a decade of experience with Microsoft solutions – certified in Dynamics and its CRM modules- to offer expertise and experience in Microsoft D365 CRM implementation.
Our global delivery of Microsoft D365 CRM solutions enables us to support customers from different time zones flexibly – keeping their service operations responsive, reliable, and ready for growth.
At Soluzione, we take full responsibility for the entire lifecycle of Dynamics 365 for Customer Service, so you receive a one-stop solution, and we create long-term value for you.
Choose onshore, offshore, or hybrid service models based on your scale and budget, and adapt dynamically to your customer service needs for efficient, cost-effective implementation and optimization.
We have more than a decade of experience with Microsoft solutions – certified in Dynamics and its CRM modules- to offer expertise and experience in Microsoft D365 CRM implementation.
Our global delivery of Microsoft D365 CRM solutions enables us to support customers from different time zones flexibly – keeping their service operations responsive, reliable, and ready for growth.
At Soluzione, we take full responsibility for the entire lifecycle of Dynamics 365 for Customer Service, so you receive a one-stop solution, and we create long-term value for you.
Choose onshore, offshore, or hybrid service models based on your scale and budget, and adapt dynamically to your customer service needs for efficient, cost-effective implementation and optimization.
Our Implementation Approach
Our work process is designed around real-world service workflows—case handling, SLAs, escalations, and omnichannel interactions—so agents can work efficiently.
We start by understanding the case types, support channels, SLAs, escalation paths, and agent roles to align the solution integration, migration, and type as per business needs.
We configure D365 Customer Service using Microsoft best practices and apply only the relevant customizations for agents, supervisors, and managers.
We help securely migrate historical cases, customer records, and knowledge articles while integrating Microsoft Dynamics 365 CRM with Microsoft-native or third-party systems for a unified service experience.
We enable relevant AI capabilities, such as Copilot-assisted case summaries, knowledge suggestions, sentiment insights, and intelligent routing, to make customer service smarter.
Now, to ensure everything works fine, our QAs perform rigorous testing and retest after issue resolution, which then leads to a smoother go-live of the CRM solution.
Post-launch, we offer support for a specific period to monitor performance and enhance customization, if required. While this support can continue for a lifetime if needed.
Our Implementation Approach
Our work process is designed around real-world service workflows—case handling, SLAs, escalations, and omnichannel interactions—so agents can work efficiently.
We start by understanding the case types, support channels, SLAs, escalation paths, and agent roles to align the solution integration, migration, and type as per business needs.
We configure D365 Customer Service using Microsoft best practices and apply only the relevant customizations for agents, supervisors, and managers.
We help securely migrate historical cases, customer records, and knowledge articles while integrating Microsoft Dynamics 365 CRM with Microsoft-native or third-party systems for a unified service experience.
We enable relevant AI capabilities, such as Copilot-assisted case summaries, knowledge suggestions, sentiment insights, and intelligent routing, to make customer service smarter.
Now, to ensure everything works fine, our QAs perform rigorous testing and retest after issue resolution, which then leads to a smoother go-live of the CRM solution.
Post-launch, we offer support for a specific period to monitor performance and enhance customization, if required. While this support can continue for a lifetime if needed.
Your Customers Expect Better Service So Should Your Tools
Replace fragmented support systems with a unified, AI-powered customer service experience built on Microsoft Dynamics 365.
Dynamics 365 CRM Expertise Across Business Functions
Get an AI-powered sales CRM solution with our certified team who ensure complete support so the team can focus on closing deals.
Unify customer data to create a 360° customer view and drive personalized, data-driven engagement strategies.
Manage projects, resources, and financials in one system — from project planning to billing and delivery.
Optimize on-site service operations with intelligent scheduling, work order management, and mobile enablement.
Execute targeted campaigns, track engagement, and align marketing activities with sales using a Dynamics-native marketing automation solution.
Get an AI-powered sales CRM solution with our certified team who ensure complete support so the team can focus on closing deals.
Unify customer data to create a 360° customer view and drive personalized, data-driven engagement strategies.
Manage projects, resources, and financials in one system — from project planning to billing and delivery.
Optimize on-site service operations with intelligent scheduling, work order management, and mobile enablement.
Execute targeted campaigns, track engagement, and align marketing activities with sales using a Dynamics-native marketing automation solution.
Dynamics 365 Customer Service Pricing Details
$50.00
Start serving customers with D365 core customer service capabilities for self-service, case management, and knowledge management.
$105.00
Offer personalized customer experience using advanced service capabilities of Dynamics 365 Customer Service.
$195.00
Offer transforming customer service with capabilities like an integrated contact center and an agentic CRM service solution.
$50.00
Start serving customers with D365 core customer service capabilities for self-service, case management, and knowledge management.
$105.00
Offer personalized customer experience using advanced service capabilities of Dynamics 365 Customer Service.
$195.00
Offer transforming customer service with capabilities like an integrated contact center and an agentic CRM service solution.
Get an Estimated Dynamics 365 Pricing
With our pricing calculator, you can check the estimated cost you will invest to serve your customers even better.
What Our Customers Say
Soluzione is the most professional and competent of organizations in an industry where most people don’t seem to know what they are doing. Things get done, quickly, easily, and usually on the iteration.
The programmers are knowledgeable and responsive. I especially appreciate their ideas and suggestions on how to best maximize CRM. I would definitely recommend Soluzione for Dynamics CRM development.
The Soluzione team quickly understood our legacy environment and built the electronic timecard in short order with little direction. We couldn’t have met our customer demand without their rapid response.
Ready to Modernize Your Customer Service?
Whether you’re starting fresh or improving an existing setup, Soluzione helps you get real value from Microsoft Dynamics 365 Customer Service.
Our Success Stories
Transforming Student Management with Custom Dynamics 365 CRM Solution
Education & Vocational Training
Integrated Digital Solutions for Direct Marketing
Advertising & Marketing Services
Make Every Customer Interaction Count
Discover how a well-implemented Dynamics 365 Customer Service CRM helps teams work smarter, respond faster, and build long-term customer trust.
Frequently Asked Question
Microsoft Dynamics 365 Customer Service CRM is one of the modules of D365 CRM designed to help organizations deliver high-quality, fast, and personalized customer support. Enhanced with AI capabilities and Copilot, Dynamics 365 Customer Service supports agents and service teams with intelligent insights, guided actions, and contextual recommendations—helping improve resolution times, customer satisfaction, and long-term customer retention.
The primary role of Dynamics 365 Customer Service is to enhance customer support operations, which is why all its features are designed around it. With features such as unified case management, AI-driven suggestions, and predictive staffing insights, service teams can reduce response times, improve first-contact resolution, and free agents to focus on high-value interactions rather than manual processes.
Yes, all Dynamics 365 modules can be integrated with native Microsoft and even third-party tools.
The Dynamics 365 Customer Service implementation follows a structured, phased approach to ensure its success for the business. These phases include:
Understanding your current service operations and goals;
1. Designing the solution architecture; configuring case handling,
2. Workflows, channels, and KPIs;
3. Migrating legacy data;
4. Enabling AI and routing logic;
5. Validating through testing;
6. Onboarding agents with training.
With capabilities such as unified workspaces that allow agents to handle multiple cases, AI-assisted recommendations, auto-suggest knowledge articles, Copilot’s insight, and management help agents and teams using D365 Customer Service. This empowers them to resolve issues quickly and accurately, leading to better productivity and less burnout.
Built on Azure and integrated with Microsoft 365 security controls and compliance frameworks that allow customers' data to be secured in the CRM with role-based access, data encryption, audit logging, and compliance.
Yes, Dynamics 365 Customer Service offers an extensible architecture, along with Power Platform capabilities, that lets organizations adapt the CRM to their unique processes, industry requirements, and evolving customer support strategies.
Explore Blogs on Microsoft Power Automate
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180, Talmadge Road, Unit# 332, Edison (NJ) 08817 USA
Phone : +1-800-860-6531
10, Anson Road # 22-02, International Plaza 079903 SGD
Phone: +65-98-357-694
B-52, IT Park Badwai, Bhopal (MP) 462036 IND
Phone: +91 9302980560
180, Talmadge Road, Unit# 332, Edison (NJ) 08817 USA
Phone : +1-800-860-6531
10, Anson Road # 22-02, International Plaza 079903 SGD
Phone: +65-98-357-694
B-52, IT Park Badwai, Bhopal (MP) 462036 IND
Phone: +91 9302980560
