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Dynamics 365 for Customer Service Overview

Help your agents deliver a stellar experience across all channels. Give them the tools they need to build customer relationships that last.

Dynamics 365 for Customer Service Features at a Glance


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Self-Service Portals and Communities

Give your customers access to the tools and resources they need to help themselves.


Omni-Channel Engagement

Offer help when and where your customers need it.


Agent Enablement

Simplify your agents’ daily routine by giving them a single user interface


Searchable Knowledge Base

Share answers to frequent issues with customers and agents on the spot.

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Digital Intelligence

Use smart analytics to be proactive instead of reactive.

Self-Service Portals and Communities

Today’s savvy customers want to choose how to get the support they need. Some will want to find the answers on their own, others will want to connect with peers to ask for advice. And, still others will want to connect directly with your support team. Whatever option a customer prefers, Dynamics 365 makes it available to them.


  • Offer anytime, anywhere access to customer service.
  • Deliver real-time service that’s optimized for mobile devices.

Omni-Channel Engagement


Deliver the consistent, personal service customers expect across all devices and channels, including social media.


  • Go deeper into customer interactions with a 360° view.
  • Use a single platform for consistency and improve visibility across all channels.
  • Personalize customer experiences based on behavior and past interactions.

Agent Enablement

Give service agents can access all customer information in one place.  Help them deliver quicker, more personalized effective support.


  • Pull customer data out of other systems and into the customer service app.
  • Manage cases faster and offer various levels of support based on the severity of the case.
  • Speed up customer issue resolution with advanced analytics and machine learning.

Single, Searchable Knowledge Base


Allow your customers and agents to access answers to common issues with a searchable online knowledge base. Personalize the knowledge base experience for customers and measure the effectiveness of the content with in-depth analytics.


  • Deliver the right answers at the right time across all channels.
  • Add content to the knowledge base from service interactions, experts, and even social media.
  • Get a clear picture of how customers and agents use your knowledge base. Rich analytics show you which information you should improve.

Digital Intelligence

Customer service doesn’t have to be only reactive. Advanced analytics and interactive dashboards help you spot trends, look for opportunities and gain useful insights.


  • Use built-in intelligence to automatically detect sentiment on social posts. So, you can easily sort through them and focus on those that need immediate attention first.
  • View key service metrics in real time through interactive dashboards that you can easily customize to your specific needs.
  • Identify trending issues with quick insights.
  • Use machine learning to surface relevant cases and articles so that you can solve issues faster.

Dynamics 365 for Customer Service Helps Your Business



  • Adapt to customer needs—Since it has intelligence built in, Dynamics 365 for sales helps you anticipate and react quickly to market, business, or customer demands.
  • Empower Your Service Agents—Give them the tools and knowledge they need to deliver fast, consistent service across all channels.
  • Earn Customer Loyalty—Minimize the pain and hassle customers feel when they have a service issue.

Click the Goals Beneath Your Role to Learn How Dynamics 365 for Customer Service Helps You Meet Them


Goal #1 Staying One Step Ahead of the Competition

How Dynamics 365 for Customer Service can help:


  • Get out ahead of customers choose before they create slick customer chooses.
  • Deliver a better customer experience. When people feel valued and well taken care of they are more likely to be repeat customers and to tell others to buy from you.
  • Respond to varied customer tastes. Let them choose how they want to solve their service issues, whether they want to find the answer on their own, ask their peers in an online community or talk to an agent.
Goal #2 Increase Revenue and Market Share While Reducing Costs

How Dynamics 365 for Customer Service can help:


  • Turn your customers into loyal fans. Let them help you spread the word about your business.
  • Get a 360° view of your customer. Use the insight to better understand your ideal customer so you can focus your marketing efforts on the right audience.
  • Reduce the number of support calls your staff must answer. Offer solutions to common issues on a web portal.
  • Close support cases faster, thanks to advanced analytics and machine learning.
  • Be more proactive. Use data to look for opportunities and trends, and to help you better understand your customers.

Sales or Marketing

Goal #1 Improve Customer Service and Loyalty

How Dynamics 365 for Customer Service can help:


  • Serve your customers when and where they need it.
  • Personalize the customer experience based on behavior and past interactions.
  • Get a 360° view of your customers. Use that information to discover where you need to improve.
  • Resolve cases faster. Give different levels of support to each of your customer groups.
  • Spot trends and opportunities, and gain valuable insights with interactive dashboards and data visualization tools.
Goal #2 Close Deals Fast

How Dynamics 365 for Customer Service can help:


  • Offer stellar customer service that turns customers into fans. Let word-of-mouth work for you.
Goal #3 Know Your Customers

How Dynamics 365 for Customer Service can help:


  • Personalize the customer experience based on behavior and past interactions.
  • Get a 360° view of your customers. Use that information to discover where you need to improve.
  • If you have groups of customers that need various levels of service, Dynamics 365 for customer service gives you the tools to handle this.

Customer Service

Goal #1 Improve Response Time

How Dynamics 365 for Customer Service can help:


  • Give customers the self-service tools they need to find answers on their own. But, still make it easy to connect with a live agent when they need to.
  • Don’t waste time switching between multiple systems. Access all the tools you need to resolve support cases through one easy-to-use interface.
  • Triage cases, take care of the most important ones first.
  • Let machine learning and advanced analytics help you solve cases quicker.
  • Access your knowledge base easily, no matter what channel your communicating with the customer on.
  • Add information to the knowledge base from social media, client interactions and more.
  • Cut through the noise and focus on what’s important to you with a user experience tailored to your specific role.
Goal #2 Improve Customer Satisfaction and Loyalty

How Dynamics 365 for Customer Service can help:


  • Use analytics to learn how people use your knowledge base. Find content that needs improvement.
  • See at a glance when an issue is trending and therefore needs your attention.
  • Deliver a consistent customer service experience across all channels and devices, even social media.



Provide excellent customer service without breaking the bank. Buy the dynamics 365 for customer service app for just $95 per user per month. Need a system to handle more than just customer service? Dynamics 365 has you covered from talent, to operations, to field service and everything in between.


Learn more about Dynamics 365 pricing.

Not sure which will be most cost-effective option for you?  Contact us today.

Why Choose Dynamics 365 for Customer Service from Intelligent Technologies, Inc?

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We’ve served the technology needs of SMBs for over 25 years. Since the beginning, ERP and CRM systems have been the focus of our business. No matter how complex your needs, chances are we have tackled something similar before. If you need customizations, our expert staff can help with those as well.

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The human touch

Should you need help with Dynamics 365 for Customer Service, our friendly NC based staff will there for you. No more searching for an answer yourself, or wasting time trying to figure out who you should call.

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Be assured we have what it takes to meet your ERP needs now and as your business grows. Our team has been implementing and supporting Microsoft Dynamics ERP systems since 1991.

Small and medium sized business love working with Intelligent Technologies, Inc.

With Intelligent Technologies, Inc’s help, we have been able to grow our portfolio of restaurants to 25 while still keeping our staff small.  The connected business systems they’ve given us allow us to operate very efficiently while strengthening our security and eliminating errors.

Amy Lampe

CEO, Tacoma

When I first came to Intelligent Technologies, I was just opening my own office and did not have an accounting staff. Though I started small, I knew I wanted a business management solution that would allow my company to grow without changing systems.  Intelligent Technologies delivered exactly that.  The automated reporting helps me quickly make smart decisions and lets us grow without greatly expanding our staff.  Best of all, their customer service is second to none.  For the last 14 years, they’ve been there for us anytime we had a question or ran into an issue.

Billy Sewell

President & CEO, Platinum Corral, LLC



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Dynamics 365 for Customer Service Fact Sheet

Learn how Microsoft Dynamics 365 for Customer Service helps build brand loyalty and advocacy.

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White Paper: Creating Highly Engaged and Satisfied Clients

Learn how to make self-service an effective part of a service resolution timeline, from preventive to automated, while ensuring high customer satisfaction.

Questions?  Lets talk.


25 years, hundreds of satisfied customers. Get the modern customer service tools you need to build brand loyalty and advocacy. Tell us a little bit about your organization.

Phone: (336)315-3935

Email: [email protected]

Address: 20 Oak Branch Drive Suite D, Greensboro, NC 27407