Microsoft Dynamics 365 Customer Service

Build customer loyalty with effortless service experiences

Every interaction matters in customer service, and the modern client expects a seamless experience with your brand, regardless of channel.

Customer service teams often face this challenge when moving from a multi-channel to a true omni-channel service provision.
Are all agents able to view one customer history regardless of the last communication channel they used?
How is the service team configured – by channel or skill set, does this create siloes and does the technology they use exchange data or support knowledge sharing?
These challenges cause frustration for customer service agents and customers alike.

Microsoft Dynamics 365 Customer Service helps your business build brand affinity and customer loyalty and empower your teams with the streamlined data and unified technology they need to deliver seamless, personalized experiences.

Microsoft Dynamics 365 for Customer Service

BENEFITS – Dynamics 365 Customer Service

Personalize customer service to earn loyalty

Deliver the tailored service customers expect across the channel of their choice, on any device. AI-enabled experiences and insights proactively resolve problems to provide frictionless engagement with your business.

Empower customer service AGENTS

Provide agents with intuitive access to everything they need to deliver fast, effective service – with tools that are at their fingertips on a single, unified service desk application. From simple and routine requests to more complex issues resolution.

Remain agile in your service provision

Adjust at the pace of modern business through actionable insights and leading technologies that anticipate the rapidly changing needs of customers and your brand.

CAPABILITIES – Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service engagement multicanaux

Omni-channel engagement

Interact with customers on their preferred channel—including chat, SMS, Facebook Messenger, WhatsApp, WeChat, Line, and more—using Customer Service omnichannel capabilities.
A unified platform ensures context across channels and engagements, delivering personalized and consistent service with minimal customer effort.

Microsoft Dynamics 365 Customer Service self-service et communautés

Self-service and communities

Empower those customers who increasingly prefer to find answers on their own through self-service and community options.
Provide branded self-service options that deliver consistent, up-to-date answers and personalized information, and a community experience to connect with peers and subject matter experts.

Microsoft Dynamics 365 Customer Service habilitation des agents

Agent enablement

Empower agents with a single, unified experience to speed up resolution and provide differentiated levels of support.
Dynamics 365 Customer Service gives agents a complete 360-degree view of the customer, including a full history of interactions, user preferences, and relevant customer information.
A role-tailored experience contextually serves up the tools, guidance and data that agents need to provide a more personalized, effective standard of service.

Microsoft Dynamics 365 Customer Service connaissances unifiées

Unified knowledge

Equip customers and frontline staff with a definitive single source of truth through knowledge sharing.
Ensure knowledge is relevant by capturing and publishing across your content channels while measuring impact and opportunities to grow your Knowledge Base (KB) through rich analytics.
Quickly offer the most appropriate knowledge articles using relevance search.
Select articles faster with highlighted search-term matches in the results list.

Microsoft Dynamics 365 Customer Service services intelligence

Service intelligence

Identify trends, anticipate opportunities and gain insights using rich analytics and embedded reporting.
Explore what-if scenario’s and forecast outcomes through interactive charts and powerful data visualization capabilities.
Better anticipate customer needs by using Dynamics 365 Customer Insights for a 360-degree view of each customer’s journey.

FEATURES – Dynamics 365 Customer Service

INtelligent ROUTING

Route service cases by topic or channel. Automatically assign cases to the agent best equipped to resolve them by using custom entity routing embedded in omnichannel capabilities.

Coaching Bots

Empower agents to be more productive and to avoid escalations. Make smarter recommendations with agent-facing bots that use contextual data about customers and your business.

Digital agents

Chat and co-browse together in your digital environments proactively or on-demand.

collaboration TOOLS

Resolve cases faster and easily connect agents with subject matter experts. Use Microsoft Teams to help resolve complex cases more quickly regardless of job function or location.

CUSTOMER feedback

Measure and act on customer feedback submitted through surveys after every service engagement by combining customer data with survey insights from Customer Voice.

Optimized insights

Analyze operations and interactions using Dynamics 365 Customer Service Insights, sentiment intelligence, and supervisor experiences.

Service dashboards

Managers can allocate resources based on popular channels, trending issues, cost per case, resolution rates and agent skill sets.

AI Service

Realize your data’s full potential by combining Customer Service with AI apps such as Microsoft Power Virtual Agents, Customer Insights, and Customer Service Insights.

What’s inside…

Présentation Customer Service

Présentation Customer Service


CEM GDPR accelerator

The GDPR accelerator enables organizations’ CRM to be compliant with GDPR regulations. The accelerator simplifies compliance with privacy requests from data subjects, with an easy to use interface for CRM operators, and logs all operations to comply with record-keeping requirements. This accelerator includes consents database management and search functionality to help your team quickly perform users’ rights.

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Download the brochure

Fast Service

Built on Microsoft Dynamics 365 Customer Service, Fast Service is a simplified customer service tool built to respond to the needs of SMB. Ready to use and easy to manage, it’s the perfect solution for SMB service teams to manage your customers and cases.

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IT Service Management

Helps IT companies to fully comply with ITIL processes as part of their best practice service provision. ITSM provides additional functionalities within Dynamics 365 Customer Service, such as Agreement Management, Incident and Request management, Change and Release Management plus a Self Service Portal.

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Customer testimonials

Prodware guided the Van Gogh Museum in migrating their current on-premise CRM to Microsoft Dynamics 365 Customer Engagement.

Why choose Prodware?

As a Microsoft partner, Prodware has developed and implemented hundreds of Dynamics CRM and Dynamics 365 for Customer Engagement projects across Europe.
Our experienced R&D team work closely with our clients to develop solutions that suit their own client engagement needs.

Have a project? Let’s talk!

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