Microsoft Dynamics 365 Customer Service
A seamless, end-to-end solution to deliver consistent and swift support
A streamlined customer support experience for the customer and your employees
Advanced customer service capabilities
In order to provide the right support for your customers and in a timely fashion, your employees need the right tools. Time wasted passing queries from person to person or repeatedly responding to the same common issues is time that could be better spent helping other customers with more pressing issues.
Microsoft Dynamics 365 Customer Service gives you the vital intelligence and automation to ensure that your clients always receive the right support from the right people.
Multi-channel support
Why restrict your customers to phoning for support? With Dynamics 365 Customer Service, your clients can carry out self-service support via a branded Portal or communicate with your representatives via Email, SMS or Live Chat.
Two levels of customer service functionality
Microsoft Dynamics 365 Customer Service Enterprise comes with an array of powerful features that enable you to provide the level of service that your customers expect, including Embedded Intelligence, Gamification, Service Scheduling, Teams and Self-Service Portals. For service teams with less complex requirements, an alternative is Dynamics 365 Customer Service Professional.
Related Links
- Feature comparison - Customer Service Professional vs. Customer Service Enterprise
- Microsoft Dynamics 365 Customer Service UK Pricing
Find out more
For more information on Microsoft Dynamics 365 Customer Service and how its capabilities can take your customer service team to the next level, get in touch below
Create customers for life with Microsoft Dynamics 365 Customer Service
Microsoft Dynamics 365 Customer Service Key Features
Case Management
Queue, route and escalate cases based on priorities and customer service representative skillsets.
Portal Access
Self-service portals help your users to help themselves, with knowledge base articles, issue logging and forums.
Multi-channel
Assist your customers via their preferred channel, including email, online chat, SMS and Social Media.
Entitlements & SLAs
Track support usage and ensure that service commitments are being met in a timely manner.
Customer Voice
Collect and analyse valuable customer feedback with Dynamics 365 Customer Voice.
Reports & Dashboards
At-a-glance KPIs and charts ensure that key data is always at hand, aiding in decision making.
Microsoft Dynamics 365 Customer Service UK Pricing
Dynamics 365 Customer Service Professional
£41.10
per user, per month
For users that only require the core customer service functionality of Dynamics 365
Dynamics 365 Customer Service Enterprise
£86.30
per user, per month
For users that require the full customer service functionality of Dynamics 365
Dynamics 365 Team Member
£6.60
per user, per month
For users that only require light use of Dynamics 365 Apps
Additional Apps can be attached to the Enterprise and Professional licences at a cost of £16.40 per app, per user, per month. Click here for details.
Full feature comparison - Dynamics 365 Customer Service
Dynamics 365 Customer Service Professional | Dynamics 365 Customer Service Enterprise | ||
|---|---|---|---|
| Unlimited Users | |||
| Access to core Customer Service entities | Includes Cases and Knowledgebase records | ||
| Forms/Views per entity | 2 | Allows for variations on forms/views for individual roles, providing streamlined data entry flow | |
| Maximum number of custom tables | 15 | 300 | |
| Custom workflows | |||
| Mobile Access | |||
| Queues | Maximum of 15 | ||
| Power Pages Portal | Internal access by licensed users for employee self-service portals powered by CRM data | ||
| Reporting/Dashboard Customisations | 5 | ||
| Embedded Intelligence | Analyse your customer-interaction data. More information |
||
| Dynamics 365 Customer Voice | Powerful survey and feedback functionality | ||
| Dynamics 365 Teams | |||
| Service Scheduling | |||
| Unified Service Desk | |||
| Business Process Flows | Maximum of 5 | 10 per entity | Business Process Flows are used to guide users through the system, ensuring relevant information is captured at the correct times |
| Additional Storage Further details | Additional cost | 250MB Database & 2GB File storage for each additional user | |
| Power Automate | Powerful workflow automation | ||
| Power Apps | Add-on only | No access to custom applications using Power Apps. | |
| Copilot in Dynamics 365 Customer Service | AI assistance | ||
| Offline Capabilities | |||
| Record Routing | 50 records/user/month, pooled |
