Microsoft Dynamics 365 for Customer Service Overview

Microsoft Dynamics 365 for Customer Service uses generative AI and automation to enhance customer services. Agents are empowered to deliver improved customer experiences.

Use Cases

Customers recommend Engagement Management, Customer Case Management, Sending & Publishing Communications, as the business use cases that they have been most satisfied with while using Microsoft Dynamics 365 for Customer Service.

Other use cases:

  • Helpdesk Management
  • Proposal & Quote Management
  • Performance Management
  • Products & Pricelist Management
  • Contacts History
  • Knowledge Management
  • Customer Feedback Management
See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Improve Brand Engagement are the most popular business priorities that customers and associates have achieved using Microsoft Dynamics 365 for Customer Service.

Other priorities:

  • Build Brand Awareness
  • Enter New Markets Internationally Or Locally
  • Acquire Customers
See all business priorities See less business priorities

Microsoft Dynamics 365 for Customer Service Use-Cases and Business Priorities: Customer Satisfaction Data

Microsoft Dynamics 365 for Customer Service works with different mediums / channels such as Omnichannel. User Generated Content. and Blogs.

Microsoft Dynamics 365 for Customer Service's features include Personalization. and Microsoft Dynamics 365 for Customer Service support capabilities include 24/7 Support, Chat Support, Phone Support, etc. also Microsoft Dynamics 365 for Customer Service analytics capabilities include Analytics, and Custom Reports.

Reviews

"...It also ensures your departments have a single source of insight to customer data and interaction history, creating the opportunity to provide informed and personalized customer service...." Peer review by Sachin M, Assistant Manager, Information Technology and Services

Microsoft Dynamics 365 for Customer Service, belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Microsoft Dynamics 365 for Customer Service

Top Industries

  • Information Technology and Services
  • Marketing and Advertising
  • Construction

Popular in

  • Small Business
  • Enterprise
  • Large Enterprise

Microsoft Dynamics 365 for Customer Service is popular in Information Technology And Services, Marketing And Advertising, and Construction and is widely used by Small Business, Enterprise, and Large Enterprise.

Microsoft Dynamics 365 for Customer Service Customer wins, Customer success stories, Case studies

How can Microsoft Dynamics 365 for Customer Service enhance your Engagement Management process?

What solutions does Microsoft Dynamics 365 for Customer Service provide for Customer Case Management?

What benefits does Microsoft Dynamics 365 for Customer Service offer for Sending & Publishing Communications?

Why is Microsoft Dynamics 365 for Customer Service the best choice for Proposal & Quote Management?

11 buyers and buying teams have used Cuspera to assess how well Microsoft Dynamics 365 for Customer Service solved their Help Desk needs. Cuspera uses 246 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

 

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Colonial First State expands AI tools to boost service & advice

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PUMA makes tracks to cloud - based telephony on Microsoft Teams

PUMA is transitioning its telephony infrastructure to a cloud-based system using Microsoft Teams, facilitated by LoopUp. This move aims to replace legacy systems with a scalable, cost-effective voice... platform, enhancing global operations. Deployments have been completed in Australia and New Zealand, with further plans for the Asia-Pacific region. The initiative aligns with PUMA's shift to cloud-first collaboration tools.

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St John Ambulance - Non Profit Organization Management

Microsoft Advertising helped St John Ambulance use generative AI tools to improve their digital advertising. The charity wanted to cut production costs, increase creative agility, and keep their bran...d consistent. With Ads Studio and Copilot, they made high-quality ad assets faster and cheaper. They used AI to create custom images for campaigns, showing products like AEDs in real-life settings. This made their ads more relevant and helped protect their brand identity.

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Villa Finder - Hospitality

Microsoft Advertising helped Villa Finder, a premium villa rental service, solve low conversion rates caused by premium pricing and seasonal booking drops. Villa Finder used Responsive Search ads, Mu...ltimedia ads, and Audience Ad campaigns to reach high-intent audiences. Predictive targeting and exact match keywords improved campaign efficiency. The partnership led to a 25% increase in conversions and a 52% lift in clicks for their largest 2024 campaign. Microsoft Advertising also kept cost per acquisition strong and minimized seasonal lows.

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Samsung Electronics Germany - Consumer Electronics

Microsoft Advertising helped Samsung Electronics Germany boost e-commerce sales with AI-powered advertising tools. Samsung used Performance Max and Microsoft Copilot to run smarter, multichannel camp...aigns. The solution used predictive targeting to reach more customers and improve ad relevance. Samsung worked with Starcom and relaunched campaigns for Black Friday 2024 with better goals and creative assets. The new approach helped Samsung expand market share and improve campaign performance.

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Dynamics 365 Customer Service Omnichannel Workshop

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Peers used Microsoft Dynamics 365 for Customer Service for engagement management and customer case management

Microsoft Dynamics 365 for Customer Service Features

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  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.30/5 ★

Read Reviews (5)
Analytics

4.54/5 ★

Read Reviews (14)
Custom Reports

4.10/5 ★

Read Reviews (18)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.30/5 ★

Read Reviews (5)
Analytics

4.54/5 ★

Read Reviews (14)
Custom Reports

4.10/5 ★

Read Reviews (18)

Software Failure Risk Guidance

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for Microsoft Dynamics 365 for Customer Service

Overall Risk Meter

Low Medium High

Top Failure Risks for Microsoft Dynamics 365 for Customer Service

Microsoft Corporation News

Partnership

HP Elevates Hybrid Work Experiences with Microsoft Device Ecosystem Platform Integration

HP integrates Microsoft's Device Ecosystem Platform into Poly video solutions, enhancing Microsoft Teams experiences with improved security and management. This collaboration strengthens HP and Microsoft's partnership in delivering advanced meeting solutions for hybrid work environments.

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Partnership

Essity Collaborates with Accenture and Microsoft to Accelerate Adoption of AI Agents to ...

Essity collaborates with Accenture and Microsoft to enhance AI adoption for improved business processes. This multi-year partnership will leverage Microsoft's Azure, Copilot Studio, and Power Platform to develop a cloud-based AI platform. The initiative aims to transform Essity's procurement and finance operations, with plans to expand AI integration across the company.

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Awards

KPMG achieves Microsoft AI specializations

KPMG has achieved advanced Microsoft AI specializations in Microsoft Copilot and Build AI Apps on Microsoft Azure. These recognitions highlight KPMG's expertise in delivering AI solutions and scaling Microsoft technologies responsibly. The specializations validate KPMG's capability to execute complex AI deployments, as demonstrated by successful projects with clients like the Flemish Government and Vodafone.

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Product

Microsoft forms Superintelligence team to pursue 'humanist' AI under Mustafa Suleyman

Microsoft has established a new Superintelligence team within its AI division, led by Mustafa Suleyman, to develop "humanist superintelligence." This initiative aims to create advanced AI systems that remain under human control, focusing on practical applications in healthcare and clean energy. The team includes key Microsoft AI leaders and researchers, emphasizing safety and control in AI development.

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Microsoft Corporation Profile

Company Name

Microsoft Corporation

Company Website

https://www.microsoft.com/en-us

Year Founded

1975

HQ Location

Redmond, WA

Employees

10001+

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Financials

IPO