Microsoft · Dynamics 365
Dynamics 365 Customer Service implementation
Case management, knowledge base, omnichannel support and Copilot-assisted service agents.
Overview
Dynamics 365 Customer Service helps support teams resolve issues faster across phone, email, chat and social channels. We implement case management, routing, knowledge and self-service so agents have the full customer context, including orders and invoices from your ERP.
Capabilities
Our Dynamics 365 Customer Service services
Delivered by certified Microsoft consultants and developers who work with Dynamics 365 Customer Service every day.
Case management
Case creation, queues, routing, escalation and resolution tracking.
Omnichannel
Chat, email, SMS and voice channels with unified routing to the right agent.
Knowledge base
Searchable knowledge articles for agents and customers.
SLAs & entitlements
Service level agreements, timers and entitlements tied to customer contracts.
Self-service portals
Power Pages portals for customers to log and track cases.
Copilot for agents
AI-drafted responses, case summaries and suggested knowledge articles.
How we help
Implementation, training and support
As a Microsoft Solutions Partner, Expert Dynamics Group stays with you from first workshop through go-live and beyond.
Dynamics 365 Customer Service implementation
Dynamics 365 Customer Service configured to your processes, integrated with your systems and delivered by senior consultants.
Dynamics 365 Customer Service training
Role-based Dynamics 365 Customer Service training for end users, power users and administrators.
Dynamics 365 Customer Service support
Ongoing Dynamics 365 Customer Service support, enhancements and guidance through every Microsoft release.
Outcomes
What you can expect
- Faster first response and resolution times
- Consistent service across every channel
- Agents who see orders, shipments and invoices without switching systems
- Clear reporting on SLAs, volumes and satisfaction
FAQ
Dynamics 365 Customer Service FAQs
What does Dynamics 365 Customer Service include?
It includes case management, queues and routing, knowledge management, service level agreements, entitlements, and optional omnichannel capabilities for chat, messaging and voice, plus Copilot features for agents.
Can Customer Service show ERP data to agents?
Yes. Through Dual-write, virtual tables or integrations, agents can see orders, shipments, invoices and returns from Dynamics 365 Finance & Supply Chain or Business Central.
Does Dynamics 365 Customer Service support a customer portal?
Yes. Power Pages provides secure self-service portals where customers can submit cases, track progress and search knowledge articles.
Related technologies
More from the Microsoft stack
Dynamics 365 Business Central
All-in-one ERP for small and mid-size businesses: finance, sales, purchasing, inventory and projects in one cloud application.
Dynamics 365 Finance & Supply Chain
Enterprise ERP for multi-entity finance, manufacturing, warehousing and distribution. Our core practice.
Dynamics 365 Customer Engagement
Sales, relationship management and the Dataverse foundation that connects customer data to your ERP.
Dynamics 365 Field Service
Work orders, scheduling, mobile technicians and asset service history, integrated with Finance & Supply Chain.
Dynamics 365 Customer Insights – Journeys
Real-time customer journeys, email and event marketing, and segmentation built on unified customer data.
Microsoft Azure
Integration, data platforms, hosting and security: Logic Apps, Functions, Service Bus, Data Factory and more.
Let's talk about Dynamics 365 Customer Service
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