Dynamics 365 Customer Service
Faster, Smarter Customer Support
Dynamics 365 Customer Service helps your support team track every customer issue as a case, from the first contact to the final resolution, across email, phone, chat and social channels.
Mohila sets up case management, routing, service levels and the knowledge base around how your team works, and connects Customer Service with Sales, Field Service and Business Central for a complete view of each customer.
- Every request tracked as a case
- The right case goes to the right agent
- Answers at hand with a shared knowledge base
Everything Customer Service Brings Together
Dynamics 365 Customer Service connects every part of your support operation in one system.
Customer ServiceMicrosoft
Capabilities as described in Microsoft's Dynamics 365 documentation. Some need a specific licence or add-on.
Built for Modern Support Teams
Give your agents one workspace and give managers a clear view of how support is performing.
Case management
Log every issue as a case with customer, product and priority, and track all activities until it is resolved.
Omnichannel engagement
Talk to customers by email, phone, chat, SMS and social channels from one agent workspace (some channels need an add-on licence).
Unified routing
Send each case or conversation to the best available agent or team using rules, skills and capacity.
Knowledge base
Create, approve and publish articles so agents and customers find answers quickly.
SLAs and entitlements
Define response and resolution targets and the level of support each customer is entitled to.
Analytics and dashboards
Track case volumes, resolution times and customer satisfaction with built-in reports and Power BI.
Customer Service in Action
A quick look at the workspace your support agents use every day.
Product images: Microsoft. Knowledge search screenshot: Microsoft Learn, licensed under CC BY 4.0.
One Connected Service Experience
Customer Service connects the customer and the agent in one flow, so every conversation starts with context and ends with a resolution.
- Omnichannel: email, phone, chat and social in one place
- Service intelligence: bots and Copilot handle routine questions
- Personalised experience: agents see the full customer history
- Optimised operations: routing, queues and SLAs
- Data insights: dashboards to improve service over time
Copilot Helps Agents Resolve Cases Faster
Copilot in Customer Service works inside the agent workspace and helps agents understand cases and respond faster.
Copilot features depend on your licence, region and admin settings.
From Set-Up to Success
Connected Across Your Business
Customer Service shares one customer record with your other Microsoft apps.
Dynamics 365 Customer Service FAQs
What is Dynamics 365 Customer Service?
Dynamics 365 Customer Service is Microsoft’s customer support app. It tracks customer issues as cases, routes them to the right agents, manages service levels and provides a knowledge base to help resolve issues faster.
Which channels does it support?
Email and phone are supported out of the box, and chat, SMS, voice and social messaging channels are available with Microsoft’s omnichannel and contact centre options. We help you choose the right licences for the channels you need.
Does it include a knowledge base?
Yes. You can write, review, translate and publish knowledge articles, and agents get suggested articles while they work on a case.
Can a support case become an on-site job?
Yes. When an issue needs a technician, a case can be converted into a work order in Dynamics 365 Field Service, so the customer history follows the job.
Can you help us set up service levels (SLAs)?
Yes. We define your response and resolution targets in Customer Service so agents and managers can see which cases need attention first.
Explore Related Solutions
More ways Mohila helps businesses get more from Microsoft Dynamics 365 and the Power Platform.
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