InsightA step-by-step guide showing how to pass a Model-Driven form's execution context into an embedded HTML web resource, so that it can be read and render form field values.
Microsoft Dynamics 365 Customer Service
Dynamics 365 Customer Service: one platform, every channel, zero friction.
Microsoft Dynamics 365 Customer Service brings all your support channels (phone, email, chat, and social) into one platform. With full visibility of customer history and automated case routing, your team can resolve issues faster and personalise every interaction.
AI-driven suggestions, integrated knowledge bases, and proactive notifications reduce resolution times and increase customer satisfaction. With full integration across the Dynamics 365 suite, agents have complete context, helping them deliver a seamless experience every time.
What Sets Dynamics 365 Customer Service Apart
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Faster, Smarter Support
- Resolve cases faster with AI-guided tools and smart workflows
- Route enquiries to the right agent automatically
- Surface knowledge articles and responses in real time
Unified Omnichannel Experience
- Deliver consistent service across chat, email, phone, and self-service
- Maintain full conversation context across every channel
- Provide 24/7 support with intelligent virtual agents
Data-Driven Performance
- Monitor KPIs with real-time dashboards
- Track resolution rates and customer sentiment
- Identify areas for improvement through built-in analytics
Want to stay responsive across every channel without burning out your team?
Let’s talk about smarter customer service.
Benefits
Take a deeper dive into the benefits
Unified Agent Workspace
A single interface with customer data, case history, and tools
Reduces switching between systems
Increases agent efficiency and confidence
AI-Guided Case Resolution
Suggests next best actions and helpful resources
Supports faster, more accurate case handling
Boosts first-contact resolution rates
Omnichannel Engagement
Integrates voice, chat, email, social, and self-service portals
Maintains consistency across every interaction
Makes customer experiences seamless and connected
Real-Time Reporting and Insights
Tracks KPIs, agent performance, and trends
Gives managers live visibility into operations
Informs strategic improvements
360-Degree Customer View
Consolidates profiles, preferences, and history
Helps agents personalise support
Builds loyalty and trust
Knowledge Management and Self-Service
Empowers customers with searchable answers
Reduces inbound case volumes
Speeds up time to resolution
Workflow Automation and SLAs
Routes, escalates, and tracks cases automatically
Keeps service levels consistent and on target
Ensures accountability and efficiency
Scalable, Secure Cloud Platform
Built on Microsoft’s enterprise cloud
Adapts as your business grows
Maintains compliance and protects customer data
See the Power of Automatiuon in Action
See how we automated staff scheduling, attendance tracking, and payroll using PowerApps, SharePoint, and Microsoft Flow for a UK nursery.
Time to Consider an AI That Listens, Learns, and Lightens the Load?
AI in Dynamics 365 Customer Service makes great support scalable. From intelligent routing to sentiment analysis and suggested replies, your team gets the right information faster, so they can focus on the customer, not the admin.
Our latest work and insights in Dynamics 365
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Book a Customer Service Strategy Session
Ready to modernise your support team with Dynamics 365 and AI-driven tools? Book your free customer service strategy session today.
Email makeme@happywired.com
Phone
+44 (0)1246 901755