Deep Dive into D365: Customer Service

For our final ‘Deep Dive’ into D365, we’re exploring Microsoft Dynamics 365 Customer Service and highlighting some of its main features and key benefits.

Here, Tisski Consultant, Simon Lancaster-Brown, shares his knowledge of the software, offering insight into an underrated feature and why he thinks D365 Customer Service stands out from other technologies on offer.

Main features

customer communications

Case management

  • Dynamics 365 Customer Service has a comprehensive toolset that allows customer service teams to track and manage customer inquiries, issues and complaints from start to finish. With this feature, organisations can create cases manually or automatically when customers contact them through channels such as email, phone, social media or chat. The system captures all the relevant details of the case, including customer information, what the issue involves and the communication history between the customer and the organisation – ensuring every case is resolved quickly and effectively. 
customer service

Intelligent routing

  • Dynamics 365 Customer Service has intelligent routing capabilities that help organisations direct cases to the right agent at the right time. Once a case has been created, the system provides the necessary tools to help agents prioritise, categorise and assign cases to the appropriate team members based on skillset, workload and availability. This collaboration amongst team members can also help escalate cases to supervisors where necessary. Intelligent routing streamlines workflows and optimises resource utilisation, allowing organisations to reduce response times, improve first-contact resolution rates and enhance customer experience.
customer information

Contact management

  • With the contact management feature, organisations have a centralised location to manage customer information, such as contact details, preferences and communication history. Contact records allow customer service agents to view all the cases associated with a particular customer, providing them with a complete view of the customer's interactions and history with the organisation. This enables them to provide personalised and efficient support, avoiding the need for customers to repeat themselves or provide the same information multiple times – improving the overall customer experience and helping organisations retain customers.

    Underrated feature


        Knowledge management

        • Dynamics 365 Customer Service's knowledge management feature could perhaps be seen as underrated. It allows organisations to create an easy-to-access, centralised knowledge base, which can be accessed by customer service teams and customers. With this feature, customer service teams can quickly and easily search for relevant information and insert pre-formatted responses into their communications with customers, leading to faster issue resolution and increased customer satisfaction. 
        •  Customers can access the knowledge articles through a self-service portal, typically provided via the web in Microsoft Power Pages. The self-service portal allows customers to search and browse relevant knowledge articles, as well as viewing articles that are related and providing feedback on their usefulness. This empowers customers to find solutions independently, freeing up support agents’ valuable time that can be spent solving more complicated issues. 

        Why Dynamics 365 Customer Service? 

        For Tisski Consultant, Simon Lancaster-Brown, Dynamics 365 Customer Service stands out from similar technologies for a number of reasons, including easy integration with the Microsoft ecosystem, familiarity with users and advanced AI capabilities.

        “Dynamics 365 Customer Service is part of the Microsoft Dynamics 365 suite of business applications, meaning it integrates seamlessly with other Microsoft tools, such as Microsoft Teams, Outlook, SharePoint and Power BI, to provide a complete end-to-end solution for customer service and relationship management.

        “Since most users are already familiar with Microsoft's suite of business applications, they can quickly adapt to the customer service platform without needing to learn a new system. The seamless integration between these applications also eliminates the need to switch between different software systems, reducing the likelihood of errors and saving time.

        “Customers who choose Dynamics 365 Customer Service can also benefit from AI-powered insights and automation. The platform uses AI to automate routine tasks and provide valuable insights. Additionally, Dynamics 365 Copilot brings the latest AI breakthroughs to every line of business, improving customer experience, reducing repetitive tasks for employees and increasing operational efficiency. With these advanced capabilities, customers can be assured that their investment in Dynamics 365 Customer Service will continue to provide long-term benefits.”


        Expert’s choice

        “The Omnichannel capabilities offered by Dynamics 365 Customer Service are truly remarkable. They bring together multiple communication channels and enable customers to reach out in a way that suits them best, whether that be through phone calls, social media, email, text messages or live chat. Organisations are often faced with a real challenge when it comes to keeping track of customer enquiries that come through multiple channels, it can be overwhelming and confusing at times. However, with the Omnichannel for Dynamics Customer Service, organisations can provide a seamless and consistent experience across all channels within a single, unified solution hosted on the reliable and robust Microsoft Cloud. By doing so, businesses can ensure that their customers receive the same high-quality service regardless of how they choose to interact with the company, potentially leading to higher levels of customer satisfaction and loyalty.” Simon Lancaster-Brown

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        Find out more about D365 Customer Service

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