Image Courtesy of Microsoft Dynamics 365 Customer Service

Have you ever wondered what Microsoft Dynamics 365 Customer Service is and what it can offer your team? In the first unit of the Microsoft Learn module, “Dynamics 365 Customer Service,” we learn about:

  • The value of Microsoft Dynamics 365 Customer Service
  • The capabilities that Microsoft Dynamics 365 Customer Service Insights offers users
  • How Microsoft Dynamics 365 Customer Service works and looks from a user perspective

Microsoft Dynamics 365 Customer Service was designed to provide “an omin channel experience for superior, post-sale customer engagement.”

It blends with Dynamics 365 sales tools to help customers find answers through self-service portals and “the web-enabled device of their choice.”

Knolwedgebases help give customers the information and insight they need quickly without needing to directly communicate with customer support.

Overall, the technology helps to:

  • Improve customer satisfaction
  • Increase brand loyalty
  • Provide a searchable knowledgebase
  • Assist with live and automated chat
  • Utilize discussion forms to create a flourishing self-service hub
  • Give organizations the feedback they need to thrive (with polls, ratings, and comments)
  • And more!

Microsoft Dynamics 365 Customer Service provides “end-toend self-service and agent-assisted experiences on the customer’s preferred terms, devices, and channels, creating a seamless customer experience.”

It works to help modern businesses meet modern customer demands.


Customer Service Insights are part of this robust technology.

Microsoft informs us that Customer Insights works to “enable every organization to unify and understand their customer data and to harness it for intelligent insights and actions.”

It offers users key benefits like:

  • Eliminating data silos and unifying customer data
  • Enriching with audience intelligence contained within Microsoft Graph
  • And powering your business processes and personalized customer experiences

Customers love being able to solve their own problems with self-service portals. Microsoft recognizes this and has made it a core focus of the technology’s functionality.

Personalization and digital transformation are at the heart of this tool.


You can learn more about it when you start the Microsoft Learn module yourself here.


Our Customer Service Consultants help your team provide great customer service, utilizing the right tools and processes for success. Reach out to us to learn how we can help here.


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