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Turn every support interaction into lasting loyalty.
What is Dynamics 365 Customer Service?
Dynamics 365 Customer Service is the cloud-based customer service software that transforms reactive support desks into proactive loyalty engines. It brings your help desk software, omnichannel customer service channels, self-service portal, and AI-powered case management into one platform , replacing disconnected ticketing systems with unified customer support software built for modern service teams.
So, here is what makes us the right partner
Why Dynamics 360 for Dynamics 365 Customer Service?
Dynamics 360 is a certified Dynamics 365 Customer Service partner delivering CS implementation, migration, customization, and support across USA, UK, and Nordics , 100% success rate, 150+ projects.
What Does Dynamics 365 Customer Service Include?
PLATFORM CAPABILITIES
Here is the complete breakdown of Dynamics 365 Customer Service capabilities, from omnichannel case management and self-service portals to AI-powered resolution and SLA automation.
01
CASE MANAGEMENT & SLA
Every case. Resolved faster.
Dynamics 365 Customer Service manages the complete case lifecycle , from first contact through resolution , with automated SLA tracking, priority routing, and escalation rules. Case management software that ensures no issue slips through the cracks, every SLA is visible in real time, and service managers can intervene before a breach occurs.
02
OMNICHANNEL ENGAGEMENT
Every channel. One agent view.
Omnichannel customer service brings phone, email, live chat, WhatsApp, SMS, and social media into a single unified agent workspace. Customer interaction management across every channel with full conversation history , so customers never repeat themselves and agents have complete context. No channel switching. No duplicate case records.
03
AI COPILOT & AUTONOMOUS AGENT
AI that resolves cases independently.
The Dynamics 365 Customer Service Copilot Agent operates autonomously , triaging cases, routing them to the right queue, and resolving common queries without human intervention. Customer service automation drafts responses, summarises case history, and recommends next-best actions. Crm customer service intelligence that works while your team focuses on complex issues.
04
SELF-SERVICE PORTAL
Let customers help themselves.
Dynamics 365 Customer Service includes a configurable self service portal , giving customers access to case history, knowledge articles, and automated resolution flows without contacting an agent. Customer service chatbot capabilities handle common queries 24/7, reducing inbound case volume while improving satisfaction for queries that do reach your team.
05
HELP DESK & KNOWLEDGE BASE
The right answer. Every time.
Replace disconnected help desk software with Dynamics 365's unified knowledge management system. Agents get AI-suggested knowledge articles during live interactions, customers find answers in the self-service portal, and your knowledge base grows as cases are resolved. Customer support software that gets smarter with every ticket your team closes.
06
MIGRATION FROM ZENDESK & LEGACY TOOLS
Switch. Without starting over.
Migrating from Zendesk, ServiceNow, or legacy ticketing systems to Dynamics 365 Customer Service? Dynamics 360 manages the complete migration , case history, customer records, SLA configurations, and workflow rules. A structured zendesk alternative migration with zero data loss, parallel testing, and cutover , so your team continues serving customers without interruption.
07
INTEGRATION WITH ERP & CRM
Service that knows your customer completely.
Dynamics 365 integration connects Customer Service to Business Central, Finance and Operations, and Dynamics 365 Sales , giving agents live order history, invoice status, and product details without leaving the workspace. Customer service management software that connects back-office data to every interaction, eliminating tab-switching that slows your agents down.
How We Deliver Dynamics 365 Customer Service.
OUR SERVICES
Every Customer Service engagement Dynamics 360 delivers covers implementation, Zendesk migration, omnichannel setup, and managed support, for service teams across USA, UK, and Nordics.
Dynamics 360 delivers end-to-end Dynamics 365 Customer Service implementation , from case configuration and channel setup to knowledge base build and user training. As certified dynamics 365 implementation partners with a 100% success rate, we deploy customer service software for service teams across USA, UK, and Nordics.
Migrating from Zendesk, ServiceNow, or legacy helpdesk software to Dynamics 365? Our migration service handles case history transfer, SLA rebuild, workflow translation, and cutover. A structured zendesk alternative migration that preserves customer data and service history with zero disruption to live support operations. Post-go-live managed support included.
Our dynamics 365 support service keeps your Finance and Operations environment stable and optimised after go-live. From critical issue resolution to proactive system monitoring, our dynamics 365 managed services cover your entire F&O environment , dedicated SLAs, monthly health reviews, and priority access to certified ERP support services consultants.
Our dynamics 365 support service keeps your Customer Service environment performing at its best. From SLA configuration changes to Copilot tuning and channel troubleshooting, our dynamics 365 managed services cover your full CS environment. Need strategy? Our dynamics 365 consulting team covers roadmapping and dynamics 365 customer service pricing guidance.
Achieve predictable results backed by our 100% project success rate and full transparency.
Our global delivery model yields up to 71% cost savings (plus 0% tax for international clients).
Trusted by organizations worldwide for Dynamics 365 and Power Platform delivery.
Long-term partnerships built on quality, transparency, and consistent outcomes.
A decade-plus of hands-on expertise across Microsoft business applications.
Proven delivery across implementations, upgrades, and long-term support engagements.
Hear directly from the businesses we've helped transform with Microsoft Dynamics 365 solutions.
“Dynamics 360 has been really great to work with on our customizations and company specific templates for Microsoft Business Central. They’re easy to work with and very responsive to our needs. We are going live in a few days and will be using their services in the future for additional customizations.”
Jeremy Lauzon
President
Hydracore Drills
“We have been very happy with the service provided by Dynamics 360. They have helped us to further develop our ERP system. The API Connections, automations and features that Zaid and his team developed for us have greatly improved our business processes.”
Sarah Neetz
EVP Finance & Operations
Martin & Pleasance
“We have had the chance of utilizing Dynamics 360 services for customizing our ERP and incorporating additional extensions and add-ons. The Team has been incredibly helpful in testing and implementing new processes within our system. With the help of Zaid and his team, we have been able to expand BCs functionalities now.”
Amruta Kadam
Senior Accountant
Martin & Pleasance
“From discovery workshops to go-live, the consultants were transparent, responsive, and focused on measurable outcomes for our business.”
Emily Williams
CTO
Retail Solutions Ltd
“Our warehousing and delivery teams adopted the new system far faster than expected. Productivity is up and support tickets are down.”
David Brown
Operations Head
Logistics Pro
We deliver Dynamics 365 Customer Service solutions for Financial Services, Retail, Technology, Healthcare, and Professional Services , helping organisations reduce resolution times and turn support into a competitive advantage.
Collaboration Models Aligned to Your Goals
Choose a Customer Service model that fits your needs. From fixed-scope implementations to long-term managed services, we provide the agility and expertise required to hit your milestones.
Milestone Based
Team Extension
Managed Team
Fixed Scope
Hourly
Dynamics 365 Customer Service is a cloud-based platform managing support cases, omnichannel interactions, self-service portals, and AI-powered resolution across phone, email, chat, WhatsApp, and social media. It replaces disconnected helpdesk tools with unified customer support software.
A standard implementation takes 8 to 14 weeks depending on channel count, SLA complexity, and integration requirements. Implementations including full omnichannel setup and Business Central integration typically run 12 to 16 weeks. Dynamics 360 delivers with a 100% project success rate.
Yes. Zendesk to Dynamics 365 migration covers ticket history, customer records, SLA configurations, and workflow rules , with full data mapping, parallel testing, and cutover. Your team continues serving customers without interruption throughout the entire migration process.
The Copilot Customer Service Agent operates autonomously , triaging cases, routing them to the correct queue, and resolving common queries without human intervention. It drafts responses, summarises case history for agents, and reduces average handling time by up to 35%.
Dynamics 365 integration gives support agents live order history, invoice status, and open opportunities inside the case workspace , without switching systems. Sales reps see open support cases for their accounts, preventing upsell conversations during unresolved service issues.
Customer Service Professional starts from approximately $50 per user per month and Enterprise from $105 per user per month, subject to Microsoft pricing updates. Enterprise includes full Copilot AI and omnichannel routing. Dynamics 360 provides licensing guidance before any commitment.
