Microsoft Dynamics 365 for Customer Service: Self-Service Portals

When used the right way, Microsoft Dynamics 365 for Customer Service can lead to your organization providing world-class customer service that leads to unwavering customer loyalty.

In 2018, the way we interact with customers has changed dramatically, with a majority of consumers expecting a digital response and presence from brands and organizations.

According to Forrester Research, 84% of consumers use a web or mobile self-service to find answers.

When customer service agents are provided the right tools to manage customers, job satisfaction increases as well as client retention. It is easier for agents to provide the right answers or lead customers to them.

This is certainly reflected in Microsoft Dynamics 365 for Customer Service Customer Self-Service Portal where customers can send support tickets relevant to their questions or concerns.

In addition to those benefits, job turnover time is also reduced when customer service agents have the right tools to help their customers. 

Microsoft Dynamics 365 for Customer Service is one of these great tools that provide comprehensive solutions for customers and customer service agents alike.

Microsoft Dynamics 365 for Customer Service opens channels of engagement according to customer preference on a unified platform.

Service capabilities of the platform include: multi-channel support (email, phone, chat, etc.)

Agents are empowered with all of the resources they need to succeed in their roles with Microsoft Dynamics 365 for Customer Service since it provides unique insights for each position so that people at every level of your organization can make a positive and meaningful impact.

With Microsoft Dynamics 365 for Customer Service, Customer Self-Service Portals are available and able to be customized from an organizational perspective. You can add hyperlinks and polls, for example.

Meanwhile, customers can search for articles or navigate to community forums for answers about your organization’s product or services that others may have had before them.

Knowledge-based articles can be surfaced within the portal and organized according to most popular via the search bar for customers.


Microsoft Dynamics 365 for Customer ServiceWithin the portal, customers can create their own cases to request assistance from the organization. Before customers submit their requests, the system will prompt them to look at suggested articles one last time.


Microsoft Dynamics 365 for Customer ServiceCustomers can sort their inquiry by case type or subject to be easier connected with the right customer service agent to help them solve their problem.


They may also opt to attach images relevant to their case, such as screenshots.

Customers may choose to call in with their Case ID or wait for an email response.

Customers can log back into the portal to see the status of their support ticket whenever they please.


This particular feature of Microsoft Dynamics 365 for Customer Service provides a high-level overview of the power of the Customer Service Self-Service Portal for Customers.


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