Dynamics 365 Customer Service
Deliver consistent, AI-powered customer support with connected case management, automation, and omnichannel engagement
Fragmented Customer Context
Customer interactions across channels lack a unified view, leading to repeated conversations and inconsistent service.
Inefficient Case Handling
Manual routing and unclear workflows slow down resolutions and increase escalations.
Limited-Service Visibility
Lack of real-time insights makes it difficult to track performance and improve support outcomes.
Why Microsoft Dynamics 365 Customer Service
Dynamics 365 Customer Service is an AI-powered customer service solution that centralizes case management, knowledge base, and omnichannel engagement. According to a Forrester study, organizations implementing Dynamics 365 Customer Service achieved a 315% ROI over three years, generating $14.70 million in benefits against a $3.54 million investment, with a payback period of less than six months.
A well-executed Dynamics 365 Customer Service implementation helps businesses standardize support processes, improve response times, and deliver consistent customer experiences. It also functions as a scalable service desk and case management system, integrating with CRM, contact center platforms, and the Microsoft ecosystem.
Dynamics 365 Customer Service Capabilities
| Area | Capabilities |
|---|---|
📁Case Management | Intelligent case management system with routing and prioritization |
💬Omnichannel Engagement | Omnichannel customer service across chat, email, voice, and social |
⏰SLA Management | Define, track, and enforce service-level agreements |
📚Knowledge Management | Centralized knowledge base software for faster resolution |
⚙️Automation | Customer support automation through workflows and routing rules |
📈Reporting & Analytics | Real-time dashboards and service performance insights |
🧩Microsoft Ecosystem | Integration with Teams, Power BI, Power Platform, and Dynamics 365 apps |
Microsoft Copilot in Dynamics 365 Customer Service
Copilot enables AI-driven customer service by assisting agents within their workflows.
Case Summaries
Quickly understand issue history and previous interactions.
Response Suggestions
Generate contextual responses based on knowledge and past cases.
Knowledge Creation
Automatically generate knowledge articles from resolved issues.
Service Insights
Analyze trends, sentiment, and performance for continuous improvement.
Dynamics 365 Customer Service Implementation Approach
A structured dynamics 365 customer service implementation ensures alignment with service workflows, support channels, and long-term scalability.
Discovery and Assessment
Evaluate current support processes, case lifecycle, and SLA requirements.
Solution Design and Configuration
Configure case management system, automation workflows, and service rules.
Integration and Data Migration
Enable integration with telephony systems, contact center platforms, Microsoft Teams, Power Platform, and third-party applications.
Testing and Go-Live
Validate workflows, train agents, and deploy in phases.
Dynamics 365 Customer Service Consulting and Implementation Services
End-to-end consulting, implementation, deployment, and support services delivered by an experienced customer service implementation partner.
| Service Area | Description |
|---|---|
| Consulting Services | Define roadmap and optimize customer service processes |
| Implementation Services | Deploy Dynamics 365 Customer Service aligned with business workflows |
| Integration Services | Integrate with telephony, chat, CRM, and third-party tools |
| Customization | Extend workflows, automation, and case management capabilities |
| Omnichannel Setup | Configure chat, voice, and digital engagement channels |
| Support & Managed Services | Continuous optimization, enhancements, and support |
Dynamics 365 Customer Service Licensing
Microsoft offers flexible licensing based on capability needs.
Professional
per-user/month
Core case management, knowledge base, and service capabilities
Enterprise
per-user/month
Advanced automation, SLA management, and customization
Premium
per-user/month
Includes Copilot, digital messaging, and AI-powered insights
Team member
per-user/month
Basic access for updates and collaboration
Note: Pricing is indicative and subject to Microsoft updates.
Modernizing Member Operations and Customer Service for a Canadian Non-Profit
A leading higher education association faced mounting pressure managing thousands of immigrant applicants across disconnected systems LevelShift delivered a unified Dynamics 365 CE and PowerApps platform, bringing order, speed, and scale to every step of the customer service journey.
Read the Success Story3,000+ Registrations managed monthly
A scalable PowerApps registration portal handles thousands of applicants each month, eliminates manual bottlenecks and improves applicant experience end to end.
Smooth 20+ partners coordination
Verified provincial and employment partners receive smart-matched notifications and secure data access, enabling timely, organized customer service support for every new arrival.
Unified Reporting and session visibility
Enhanced reporting, Outlook and Teams integration, and precise session tracking give leadership a real-time view of operations, with full auditability across every interaction.
Why LevelShift
Business-first approach aligned with real service operations
Certified expertise across Dynamics 365 CRM and integrations
Flexible engagement across consulting, implementation, and support
Strong focus on automation, SLA performance, and service efficiency
FAQs
Start Delivering Better Customer Service
LevelShift helps you implement and scale Dynamics 365 Customer Service to improve responsiveness, consistency, and customer satisfaction.