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

"...I would highly recommend this platform to those businesspersons who are looking for a Microsoft bundle that will offer the best custom reports and integrate with other Microsoft services at the same time such as SharePoint, Publisher, Excel, and OneNote...." Peer review by John N, Manager of Sales, Marketing and Advertising

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 does Microsoft Dynamics 365 for Customer Service facilitate Engagement Management?

How can Microsoft Dynamics 365 for Customer Service optimize your Customer Case Management Workflow?

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

How can Microsoft Dynamics 365 for Customer Service enhance your Proposal & Quote Management process?

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.

 

University of South Carolina pioneers AI innovation with Microsoft 365 Copilot

The University of South Carolina has deployed Microsoft 365 Copilot to enhance efficiency and streamline operations across its campus. This AI-driven solution has saved faculty and students significa...nt time, with 84% reporting savings of 1-5 hours weekly. The initiative supports learning, teaching, and administrative tasks, while also preparing students for AI-driven workplaces through workshops and an AI Certificate Program.

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Colonial First State expands AI tools to boost service & advice

Colonial First State is enhancing its operations by implementing generative AI tools in partnership with Avanade and Microsoft. The initiatives include a GPT-4-powered chatbot, a Retrieval-Augmented ...Generation assistant, and a Feedback Analysis tool using Azure OpenAI and Microsoft Power BI. These tools aim to improve customer service and advisor support, with 75% of staff using Microsoft Copilot for Microsoft 365. The company plans to expand its AI Centre of Excellence for more complex use cases.

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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

  • Low
  • Medium
  • 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

Nuvei expands partnership with Microsoft - FX News Group

Nuvei has expanded its partnership with Microsoft to enhance payment solutions. This collaboration aims to integrate Nuvei's payment technology with Microsoft's platforms, offering improved transaction capabilities for users.

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Partnership

DataSnipper Launches AI Extractions in Collaboration with Microsoft - PR Newswire

DataSnipper has launched AI Extractions in collaboration with Microsoft, enhancing document-heavy audit and finance workflows. This new capability, powered by Microsoft Azure, transforms unstructured documents into structured, traceable data directly in Excel, improving speed, accuracy, and control. The integration leverages AI to streamline processes, ensuring consistency and reducing manual work. Microsoft highlights the potential of Azure in enabling such innovative solutions.

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Executive

Apple AI Chief, John Giannandrea, Is Leaving, Microsoft Exec Joining - Business Insider

Microsoft executive is set to join Apple following the departure of Apple's AI chief, John Giannandrea.

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Product

eMazzanti Technologies Launches eBot: AI-Powered IT Support Assistant Built on Microsoft ...

eMazzanti Technologies has launched eBot, an AI-powered IT support assistant built on Microsoft Copilot Studio, integrated into Microsoft Teams. eBot provides 24/7 expert guidance, reducing support ticket volumes and enhancing productivity by offering real-time assistance for Microsoft 365 applications like Outlook and Excel. The service is available as a freemium offering, with customization options for businesses.

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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+

Social

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Financials

IPO