Microsoft
Dynamics 365 Customer Service
Business apps
Case management and omnichannel support, with AI agents and knowledge built in.
List price
Professional about US$65 · Enterprise about US$105 / user / month
Billing
Annual commitment
Support
Managed by Madatech
Overview
Dynamics 365 Customer Service handles support cases across every channel and layers AI over the top — agent assist for staff, and self-service agents for common questions.
Key features
Case routing, SLAs and entitlementsOmnichannel — chat, voice, email and social in one workspaceCopilot agent assist and self-service AI agentsKnowledge base with authoring workflowDashboards for queue health and CSAT
How we deploy it
1
Design the model
Case types, routing rules, SLAs and the knowledge structure.
2
Build
Configure the workspace and channels, load knowledge, set up dashboards.
3
Launch
Pilot with one queue, tune routing, then expand channel by channel.
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