Deliver smarter, faster customer service with generative AI
Empower your teams to resolve issues efficiently, provide personalized experiences, and boost customer satisfaction with AI-driven insights and automation.
Book a meeting
Microsoft Dynamics 365 Customer Service
Are disjointed processes and disconnected systems slowing down your service operations? Microsoft Dynamics 365 Customer Service is a cloud-based solution designed to deliver seamless, end-to-end support across every channel—voice, chat, email, SMS, social, and IoT.
Dynamics 365 Customer Service equips agents with AI-powered guidance, real-time insights, and automation tools, enabling faster case resolution, improved agent productivity, and personalized customer interactions. With a unified platform, teams can transform disconnected touchpoints into a connected, intelligent service experience.
Guided tour
See Dynamics 365 Customer Service in action. Watch the demo and explore how AI, automation, and Copilot can transform your service operations.
Capabilities of Microsoft Dynamics 365 Customer Service
Discover the capabilities of Dynamics 365 Customer Service that help in simplifying your workflows and boosting productivity:
Case management
Track, prioritize, and resolve cases efficiently with AI suggestions and automated workflows.
Omnichannel engagement
Connect customers across chat, email, social, and voice, delivering seamless, contextual support.
Knowledge base & smart assistance
Serve relevant articles and AI-guided recommendations to agents and customers in real time.
Unified routing
Automatically assign cases to the right agents or teams using skills, capacity, and rules-based criteria.
AI & copilot assistance
Embedded Copilot provides real-time guidance, suggested actions, and task automation to enhance agent productivity and service quality.
Customer insights
Gain a 360° view of customers, track satisfaction, and make data-driven improvements.
Microsoft teams integration
Collaborate in real time with colleagues and experts directly from the Customer Service Workspace.
Voice & digital channels
Deliver connected experiences via voice, chat, IVR, SMS, social, and IoT, all in one integrated platform.
Transform customer service with AI and intelligent automation
Deliver connected, proactive support with Microsoft Dynamics 365 Customer Service. Empower agents with AI-powered assistance, unify customer interactions across channels, and resolve cases faster with intelligent routing, automation, and real-time insights as part of a modern omnichannel customer service solution.
Create seamless service experiences that improve productivity, increase customer satisfaction, and help your teams focus on what matters most: building lasting customer relationships.
Benefits of using Dynamics 365 Customer Service
Collaborate anytime, anywhere
Work with colleagues, supervisors, and experts directly within Microsoft Teams.
Preserve context
Link chats to Dynamics 365 Customer Service records to maintain a complete conversation history.
360° customer view
Access a unified view of each customer journey with Dynamics 365 Customer Insights.
Smart assistance
Copilot and AI guidance provide real-time recommendations and knowledge articles for faster resolution.
Personalized support
Serve customers on their preferred channels—voice, chat, email, SMS, or social media.
Connected service experience
Provide a seamless, threaded view of customer interactions across channels.
Self-service tools
Leverage AI-powered chatbots, portals, and knowledge bases to empower customers and identify cross-sell/up-sell opportunities.
Unified experience
Ensure consistent service even when interactions span multiple agents or channels.
Omnichannel engagement
Combine self-service, automation, chatbots, voice, IVR, and digital channels into one platform.
Automate manual tasks
Use Power Automate to scale workflows and approvals.
Intelligent chat & voice
AI-powered bots and Copilot guidance streamline support and improve first-contact resolution.
Embedded communication tools
Chat widgets, Teams integration, and voice channels create connected, real-time interactions.
Voice channel integration
Unify telephony, digital messaging, and case management in a single solution.
Agent productivity tools
Live transcription, sentiment analysis, and AI-driven suggestions boost efficiency and satisfaction.
Supervisor insights
AI-driven reporting, topic clustering, and call intelligence provide actionable oversight and operational optimization.
Why are businesses choosing defacto infotech over others?
When you partner with defacto infotech, you gain more than a technology provider. You gain a team that understands business, processes, and growth. We work alongside you to deliver practical solutions that create real impact and long-term value.
Process-centric approach
We align technology to your core business processes. By understanding how your organization operates, we implement solutions that enhance efficiency, strengthen collaboration, and support consistent performance.
Proven Microsoft expertise
As a certified Microsoft partner, we leverage established best practices and industry standards to deliver secure, scalable, and future-ready solutions across the Microsoft ecosystem.
Value-driven outcomes
Our focus is on measurable impact. We enable greater visibility, improved decision-making, and operational agility that help organizations respond to change and drive growth.
Continuous optimization and innovation
Digital transformation is a continuous journey. We provide ongoing support, performance optimization, and strategic guidance to ensure your Microsoft investments continue to deliver value over time.
Consulting services | fastTrack or packaged services
As a certified Microsoft partner, defacto infotech helps organizations unlock the full potential of Dynamics 365 Customer Service with a comprehensive range of consulting services:
Planning
Assess your service operations, support channels, and data flows to streamline case management and build an AI-driven, customer-centric strategy.
Implementation
Deploy a unified, cloud-based system integrating case management, omnichannel engagement, AI guidance, and analytics. Enable seamless adoption and empower agents with Copilot and AI insights from day one.
Customization
Tailor workflows, dashboards, and automation to meet your unique needs, improve resolution times, and boost agent effectiveness.
Optimization
Enhance performance with AI analytics, predictive routing, and automated case management. Prioritize high-impact issues and make faster, data-driven decisions.
FastTrack
Accelerate adoption with expert guidance, pre-defined frameworks, and best practices for a rapid, seamless implementation aligned with your goals.
Customer story
See how organizations have transformed their service operations, improved agent satisfaction, and delivered exceptional experiences with Dynamics 365 Customer Service.
"We are now empowered with increased efficiency, seamless cooperation, and remarkable client experiences."
Products
Sales
Marketing
Customer Service
Customer Voice
Field Service
Pricing
Flexible plans to meet your organization’s size, goals, and budget.
Dynamics 365 Customer Service professional
Get core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.
Dynamics 365 Customer Service enterprise
Get advanced customer service capabilities for a personalized experience, improved agent productivity, and optimized operations.
Dynamics 365 Customer Service premium
Transform customer engagement with a integrated contact center and agentic CRM service solution
What's new?
Keep up with the latest features and enhancements in Dynamics 365 Customer Service. Here are some of the recent updates:
Copilot enhancements
AI-driven guidance and actionable recommendations help agents resolve cases faster and provide personalized service.
Gartner recognition
Dynamics 365 Customer Service is recognized as a Leader in the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center.
Related info
Here are some related products and resources that you may find useful:
Dynamics 365 Customer Insights
Leverage AI and analytics for a 360° view of your customers.
Microsoft Copilot for Service
Enhance your contact center with AI-powered, generative assistance for smarter customer support.
What our clients say about us
Hear directly from businesses we've helped transform
Defacto infotech didn't just implement Dynamics 365; they re-engineered our entire sales workflow. Their team understood our unique challenges and delivered a solution that exceeded expectations. We saw ROI within the first 4 months.
HIPAA compliance was our biggest concern. Defacto not only made it simple but also strengthened our patient data security. The implementation was smooth, and their ongoing support has been exceptional.
The team unified our online and offline channels seamlessly with Dynamics 365 Commerce. Customer satisfaction increased by 40%, and our inventory management is now real-time across all locations.
Frequently asked questions
Get answers to common questions about customer service automation and dynamics 365 customer service
Get a free assessment of your current systems and processes
Partner with defacto to identify opportunities and implement the right Microsoft solutions to support your business priorities.
In this complimentary session, we will:
- ✓ Discuss your current challenges, priorities, and business objectives
- ✓ Explore how Microsoft solutions can support your goals and operations
- ✓ Share practical recommendations aligned with Microsoft best practices
- ✓ Outline potential next steps based on your requirements and priorities
- ✓ Answer your questions with guidance from experienced Microsoft specialists
Your information is secure and will only be used to schedule your consultation.
Schedule your free consultation
