Earn customers for life
Microsoft Dynamics 365 Customer Service enables businesses to deliver personalized, efficient, and seamless support across all channels. With AI-driven automation, companies can enhance customer engagement, streamline service operations, and improve response times—all while exceeding customer expectations.
Treat your customers with the attention they deserve
With Dynamics 365 Customer Service your team can:
- Provide seamless omnichannel support across email, chat, phone, and social media for a unified customer experience.
- Resolve cases faster with AI-powered case management, automated workflows, and knowledge base integration.
- Automate service processes such as ticket routing, escalation, and follow-ups to reduce response times.
- Empower customers with self-service options, including chatbots and knowledge portals, enabling them to find answers without agent intervention.
- Leverage real-time insights to track key performance indicators (KPIs), customer satisfaction, and agent efficiency.
- Centralize knowledge resources with articles, FAQs, and troubleshooting guides, improving accessibility for both agents and customers.
Boost customer service productivity with AI-powered assistance
No more scrambling for answers! Copilot instantly suggests solutions based on past cases and knowledge articles, helping agents resolve issues faster and more accurately. Plus, AI-powered email and chat responses ensure consistency while saving valuable time.
Say goodbye to manual notetaking. Copilot automatically summarises conversations, drafts case notes, and even suggests responses - so agents can focus on what truly matters: helping customers.
Empower your customers with intelligent chatbots that handle routine inquiries 24/7. With natural language understanding, these bots can provide accurate responses or seamlessly escalate complex issues to human agents.
Get the next best action recommendations to ensure agents always know the right move. Make real-time translations. Reduce repetitive work, freeing up agents to tackle high-value tasks.
Whether you’re using Microsoft Teams, Outlook, or Power Platform, Copilot fits right into your existing workflows. Plus, you can tailor it to your unique business needs with low-code or no-code customization.
Improve customer satisfaction and overall efficiency
Microsoft Dynamics 365 Customer Service helps businesses enhance customer satisfaction, streamline service operations, and improve efficiency. Here are some key business benefits:
Improved customer satisfaction
Case management
Support for incident-based services
- Centralise customer service data
- Have an overview of every customer
- Efficiently manage customer cases
- Improve customer communication
- Automate workflows
- Analyse and report customer service
SLA management
Service Level Agreement management
- Track the SLA status and monitor compliance with service levels
- Automatically escalate issues that are not being handled according to SLA
- Create SLA reporting
- Enable SLA configuration, notification
- Analyse key performance metrics
- Create an SLA dashboard to provide real-time visibility of the performance
Knowledge management
Create and manage articles
- Create and manage knowledge articles
- Categorise and organise articles
- Search for articles
- Manage article versions
- Assign articles to CS agents
- Measure articles effectiveness
Omnichannel management
Management across all channels
- Improve case management
- Route and prioritise cases
- Provide a consistent and personalised experience
- Monitor and manage response times
- Monitor and respond on social media
- Provide a single interface for agents
Reporting & analytics
Deep-dive into data
- Build customisable dashboards
- Enable real-time data visualisation
- Predict the future with data analytics and machine learning
- Create a historical trend analysis
- Segment customers
- Monitor and report on KPAs
- Root cause customer service issues
Self-service
Free up time with self-service offerings
- Build FAQ for customers
- Develop interactive voice responses
- Offer live chat (CS expert or VR chatbot)
- Build community forums where customers can help each other or CS experts
- Offer E-mail support to customers
- Offer a mobile app for a better experience
- Build tracking and reporting
Gartner® Report: Transform Your CRM Culture for Generative AI with 5 Essential Steps
Explore additional Dynamics 365 CRM applications
BE-terna: Your trusted partner in Dynamics
Implementation
Seamless implementation for immediate impact
We tailor Dynamics 365 Sales to your business needs, optimizing processes and empowering your sales team with the right tools from day one.
Upgrade
Upgrade your existing solution and bring your business to the next level
Whether you’re upgrading from an older version or migrating from another CRM, we make the process seamless and stress-free.
Support
Ongoing support for continuous success.
We will support you along your journey, whether you are looking for a new support partner or as a follow-up process after the implementation.
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Microsoft Dynamics 365 platform has really boosted our customer care operations and changed the way we identify, collect, store and communicate important aspects of our everyday processes.
The highlights were the ability to quickly implement the solution, adapt it the specific requirements of the business process and integrate it with internal and external systems, such as GPS and mobile messaging.
The implemented D365 CRM solution from BE-terna helps us to better serve our customers. Customers, products as well as employees are networked, future potentials can be recognized and put into practice.
We chose BE-terna and Microsoft because the Microsoft D365 solution gives us the opportunity to optimise both processes and communication via one single platform.
