Dynamics 365 Customer Service

Earn customers for life


Exceed customer expectations with maximized service operations and improved agent efficiency.

Empower agents to close cases faster and decrease their backlogs


Automate manual processes and leverage AI to enable self-service for agent productivity.
80 percent decrease in case backlogs
73 percent decrease in average agent handling time

How customers are using Customer Service

Streamlining product service by 75 percent


SHI Cryogenics built a cloud-based engagement platform that streamlines product service by more than 75 percent and increases production from 700 to 1,500 units per year.

Saving up to 3,850 hours per week


Westpac New Zealand transitioned its on-premises CRM environment to Dynamics 365 Customer Service, saving the bank’s workers as much as 3,850 hours per week on process automation.

Gearing up for growth in fire protection


“With Dynamics 365, we can quickly adapt as the company continues to grow and make acquisitions. We are able to work in an agile manner, grow internal talent, and evolve as a company—and that’s been motivating and very exciting.”

Earn customers for life

Provide seamless, end-to-end experiences within a single solution built on the Microsoft Cloud to deliver consistent, connected support across channels.

Native voice

Integrated case management

Customer support timeline

Built-in transcription and translation

Real-time sentiment analysis

Context-driven agent suggestions

Embedded IoT data

Agent alerts

Visibility into issue history

Recognized as a Leader


Microsoft Dynamics 365 is named a Leader in The Forrester Wave™: CRM Suites, Q3 2022.

Get started with Dynamics 365

Customer Service