Dynamics 365 Customer Service
Deliver exceptional customer service with Microsoft Dynamics 365 Customer Service. From case management to omnichannel communication and AI-powered assistance.
Transform your customer service
In a time when customers have increasingly higher expectations of the service they receive, it is essential to have the right tools and processes. Microsoft Dynamics 365 Customer Service offers a complete platform to take your customer service to the next level. It enables your service agents to work faster, smarter and more consistently, while customers can reach out through any channel they prefer.
Breathbase helps you implement and optimize Dynamics 365 Customer Service. We have extensive experience setting up service processes for organizations across diverse sectors and know exactly how to get the most out of the platform. From the initial analysis to go-live and ongoing optimization - we guide you through every step.
With Dynamics 365 Customer Service, you have a 360-degree customer view that brings together all interactions, preferences and history. Your service agents have direct access to all relevant information, enabling them to provide the right solution faster. Combined with AI-driven insights and automation, this delivers customer service that stands out from the competition.
Core functionalities
The key capabilities of Dynamics 365 Customer Service that transform your customer service.
Manage all customer inquiries and issues centrally with a powerful case management system. Automatic routing, prioritization and escalation ensure every case reaches the right agent and is resolved on time. Set up workflows that automatically trigger actions based on case properties such as type, priority or customer category.
Build a comprehensive knowledge base with articles, guides and frequently asked questions. Agents quickly find the right information to help customers, and customers can find answers themselves via self-service portals. The knowledge base supports version control, approval workflows and AI-driven suggestions.
Deliver a seamless customer experience across all channels: phone, email, live chat, social media, SMS and more. Agents have a unified view of all interactions, regardless of channel. Customers can seamlessly switch between channels without having to repeat their story.
Define and monitor Service level agreements (SLAs) to ensure your service team meets agreed standards. Automatic warnings for impending SLA breaches, real-time dashboards for SLA performance and historical reports for continuous improvement.
Offer your customers a self-service portal where they can create cases, track status, consult knowledge base articles and contact your support team. This reduces the workload on your service agents and increases customer satisfaction.
Leverage artificial intelligence for automatic case classification, sentiment analysis, knowledge base article suggestions and virtual assistants. AI helps your service team work more productively and delivers customers the right answers faster.
Benefits for your organization
The concrete benefits Dynamics 365 Customer Service delivers for your customer service.
Higher customer satisfaction
Faster response times, consistent service and proactive communication lead to more satisfied customers.
Increased productivity
Automation of routine tasks and AI assistance give service agents more time for complex issues.
Better insights
Real-time dashboards and reports give you full visibility into your service team's performance.
Consistent quality
Standardized processes and knowledge base ensure consistently high service quality.
Scalability
The platform grows with your organization, from a small team to an enterprise-wide service center.
Lower costs
Self-service, automation and more efficient working result in lower operational costs per case.
Implementation process
Our proven implementation process ensures a smooth transition to Dynamics 365 Customer Service.
Analysis & design
We analyze your current service processes, identify improvement areas and design the optimal Dynamics 365 Customer Service configuration.
Configuration & Development
We configure the system according to the design, including workflows, business rules, dashboards and any integrations with other systems.
Data migration & testing
Existing data is migrated to the new system. Extensive testing ensures the quality and correctness of the solution.
Training & go-live
Your team receives thorough training in using the system. After successful acceptance tests, we go live with the new solution.
Aftercare & optimization
After go-live, we provide ongoing support and optimize the system based on user feedback and changing needs.
Frequently asked questions
Answers to the most frequently asked questions about Dynamics 365 Customer Service.
Related pages
Discover more about Dynamics 365 and our other services.
Dynamics 365 CE overview
Overview of all Dynamics 365 CE modules.
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Dynamics 365 training
Learn to get the most out of Dynamics 365.
Contact
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Free consultation
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