“When I think about great service, it’s about how you take every interaction you have with the customer and use that as a way to improve their perception of your organization.” – Jon Herstein, SVP of customer success at Box.

This quotation, and its implications are precisely everything which is going on in the customer service world right now. Iterative methods and algorithms are being trained to find out what people like through screening and then replicate them as close as they can be.

This progression is complimented by modern day technologies like Artificial Intelligence, IoT and many others. Customers are the prime asset and through these technologies, they are treated like one.

Dynamics 365 Customer Service helps your enterprise gain customer for life. Customers are the greatest strength of an enterprise which rolls out products for consumption. Microsoft Dynamics 365 helps you in capturing as well as retaining the assets. Some of the ways in which Dynamics 365 Customer Service does this is as follows:

Omnichannel correspondence:

Through Customer Service, you can interact with customers and potential customer on their own preferred and convenient medium. Omnichannel, as the name suggests, is the bundle of multiple mediums which an enterprise can use to engage a potential customer. Texts, calls social media, email and any or all other methods are included in the omnichannel.  This omnichannel correspondence also features entity routing where a certain query or demand is routed to the best fit agent available at that time. This helps in reducing call transfers and customer irritation.

Unified Experience:

Through automated customer services, the front end of the customer representation will stay the same, ensuring that every customer, regardless of their query or customer potential, will be treated the same. This means that a regular customer will always be welcomed back in the same way which will help creating your trademark in the industry. Even if the customer is distributed between agents, rest assured, the service through Dynamics 365 Customer Service will be of the same high quality as you will it to be.

Smart assist:

This feature in Dynamics 365 Customer Service helps customer service representatives to provide quick fixes for queries that are repetitive in nature. They provide instant access to help manuals and user guides to help customers immediately. These can be accessed by used specific keywords. Similarly, Customer Service also provides agent scripts which can be viewed, authorized and edited by upper management and marketing teams in order to provide the best customer experience. These scripts drop down when specific keywords are recognized.

Dealing with conflicts:

Customer Service provides a systematic way of dealing with problems that your customers might be facing. Proper documentation of the issue, the delegation of its solution and the solution itself is documented and then saved in the customer profile to provide further support if the same problem arises for the customer again. A proper visual chart of the whole process is also generated next to the case and its timeline.

Feedback channels:

Through Dynamics 365 for Customer Service, you can provide customers with the proper channel for feedback so that their feedback can actually be indexed, listened to and acted upon by your customer service representatives.


Customer Service also provides visual feedback of the representation department. It provides times of interaction, escalations, most worked and least worked agents, resolved conflicts and time taken to resolve conflicts in a graphical way which helps you understand the improvement or devaluing of your customer service cohort.

Sentimental Analysis:

Omnichannel provides another outstanding feature apart from tones of communication channels. It is called the sentimental analysis and gauges the sentiments of customer when they are interacting with your customer representative team. This helps you visualize the image of your general audience and their normal reactions towards your enterprise. It also helps you visualize the post negative sentiments, and on which channel are they received, mostly to which agent and how often does this happen. This helps you improve your team immensely.

Common Data Model:

This model organizes data from different sections, departments or data sources into a single structured heap which then can be used by all of the sources. For Dynamics 365, data from Sales, services, solutions, talent, finance is structured into a single place regarding your enterprise which can then be used by any integrated Dynamics 365 application.


All of these factors make Dynamics 365 Customer Service a must have for industries which are more ‘client faced’ and have to deal with a number of customers every day. There are a number of partners available to help you through this process. On-premises and cloud implementation are both an option. Take a look at Gold partners of Dynamics 365 and find out the best match or get in touch with our customer assistance representative here.