What is Dynamics 365 for Customer Service?

Core capabilities, intended business audience, implementation approach, and pricing

Since the virtualization of business activities increased significantly in the past year, the demand for an omniscient and un-siloed system that manages the customer experience has also increased exponentially. Gone are the days of simply capturing customer sentiment in a post-transaction survey and assuming you know your customer. Both B2B and B2C industries now recognize that the market demands not only a say in how it is served, but also provide quick and lasting solutions for issues. Online research is at all-time high which means that companies can no longer rely exclusively on brand loyalty to maintain revenue. They must innovate towards providing exceptional and intuitive customer experiences, so the exercise of doing business will eradicate pain, not inflate it.

Microsoft Dynamics 365 for Customer Service is an all-in-one, customer experience-focused platform that specializes in delivering the best customer support and service possible. It offers industry leading solutions across all channels that your customers use, automating and guiding typical customer service processes like ticketing queues, knowledge base sharing, SLA and entitlement management, and scheduling services. On top of that, it provides completely configurable automation and business rules which allow companies to not only adhere to industry standards, but also by their own. Dynamics 365 for Customer Service fully connects with Microsoft 365 (formerly Office 365) which provides users with a full 360-degree view of every department’s relationship with the customer, all from within Dynamics 365 for Customer Service.

Dynamics 365 for Customer Service is one application within the Microsoft Dynamics 365 CRM solutions (otherwise known as CE) suite of products that is highly effective as a standalone solution. However, its lead in the marketplace is due to the interoperability of these products and their foundational systems. Meaning the power of the Customer Service system is amplified not only when combined with sister applications like Dynamics 365 for Sales or Dynamics 365 for Field Service, but also when leveraging the communication platforms and business tools in Microsoft 365. And since all of these solutions sit on top of a common data schema, called Microsoft Dataverse (formerly known as the Common Data Service), they provide a “mix-and-match” approach to functionality that allows companies to use only what they need.


With the Microsoft 365 connections, the contextual data that is so important to provide empathetic customer service and find fast solutions is available from right within a record. With Smart Assist, an intelligent assistant provides real-time recommendations which helps them act while interacting with customers. Custom assistant bots can be built to interpret conversations as they are happening and suggest reactive solutions like knowledge articles, similar cases, and next steps to help the agent.

Aside from providing a simple to use interface and intelligent service tools, Dynamics 365 for Customer Service excels at:

  • Tracking, managing, and predictively supporting customers through cases
  • Providing contextual relationship information that’s related to a case
  • Sharing knowledge base content
  • Creating queues and routing logic
  • Providing time tracking, reminders, and alerts
  • Managing SLAs and entitlements
  • Supporting customers via online chat, phone, and email
  • Understanding success rates include close times and efficacy
  • Creating predictive, interactive reports with live data

Is it Right for You?

Companies best suited to Dynamics 365 for Customer Service have a solid understanding of their own best practices and internal workflows, as well as how other departments interact with service activities. In terms of licensing as well as functionality, mapping is required to properly identify the solution applications and capabilities that need to be employed. This is one of the chief reasons that engaging with a partner early on is so vital to project success. To really use the full power of the solution without paying extra during lifetime system ownership, companies need to have a strong plan and managerial support for their overall technological ecosystem, including the desire and ability to administrate the solution in-house.


Microsoft Dynamics 365 for Customer Service uses industry standards and best practices to provide ready-to-use tools, but since the solution provides configurable automation and rule enforcement, engaging with a certified partner is highly recommended. Particularly because most Dynamics customers wish to leverage the connections between Dynamics 365 for Customer Service and Microsoft 365 (as well as other solutions in the Microsoft Dynamics 365 suite). These connections require specialists who streamline and establish a dependable foundation which companies can then administrate themselves. Though most Microsoft Dynamics partners will assist with administration long after implementation, return on investment (ROI) appears faster and more dramatically when basic administration is handled in-house, relying on a partner for more advanced solutions when needed.

Since implementations require a tiered approach to make sure the system is installed in coordination with other related technologies, working with a partner who has a proven track record in implementation methodology is critical to ensure your system launches successfully the first time. For instance, Encore has adopted Microsoft’s Sure Step methodology:



As you can see from the options below, Dynamics 365 for Customer Service offers many additional tools and features. This high-level overview doesn’t convey the flexibility that the licensing model provides, so it’s best to engage with a certified license expert to help you understand how to optimize your plan, so you don’t pay for more than you need.


Get the Perfect Set of Customer Service Tools

As a Microsoft gold competency partner, we can help you not only identify the right licensing and system formation, but we can also help you construct a technological plan that allows you to manage and enhance your system yourself after it’s installed. We are committed to creating lasting customer service solutions while ensuring that our clients understand how to help themselves and increase their ROI. Contact us today to speak with one of our Dynamics 365 experts and find out what it will actually take to bring the power of Microsoft’s business solutions to accelerate your future.

Download this eGuide where we walk you through the most important elements of planning activities. Discover the long term benefits of planning, how to build the right implementation team and how to ensure a successful adoption. Download the eGuide.

To learn more about how Customer Service fits in with other Dynamics 365 solutions that serve related needs, read this comparison of D365 Sales, Customer Service, and Marketing.

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