Microsoft Dynamics 365 for Customer Service Overview

Microsoft Dynamics 365 for Customer Service uses generative AI and automation to enhance customer services. Agents are empowered to deliver improved customer experiences.

Use Cases

Customers recommend Engagement Management, Customer Case Management, Sending & Publishing Communications, as the business use cases that they have been most satisfied with while using Microsoft Dynamics 365 for Customer Service.

Other use cases:

  • Helpdesk Management
  • Proposal & Quote Management
  • Performance Management
  • Products & Pricelist Management
  • Contacts History
  • Knowledge Management
  • Customer Feedback Management
See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Improve Brand Engagement are the most popular business priorities that customers and associates have achieved using Microsoft Dynamics 365 for Customer Service.

Other priorities:

  • Build Brand Awareness
  • Enter New Markets Internationally Or Locally
  • Acquire Customers
See all business priorities See less business priorities

Microsoft Dynamics 365 for Customer Service Use-Cases and Business Priorities: Customer Satisfaction Data

Microsoft Dynamics 365 for Customer Service works with different mediums / channels such as Omnichannel. User Generated Content. and Blogs.

Microsoft Dynamics 365 for Customer Service's features include Personalization. and Microsoft Dynamics 365 for Customer Service support capabilities include 24/7 Support, Chat Support, Phone Support, etc. also Microsoft Dynamics 365 for Customer Service analytics capabilities include Analytics, and Custom Reports.

Reviews

"...Microsoft Dynamics 365 for Customer Service provides a unified platform that makes information available across engagements so agents offer the consistency and personalization customers expect...." Peer review

Microsoft Dynamics 365 for Customer Service, belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Microsoft Dynamics 365 for Customer Service

Top Industries

  • Information Technology and Services
  • Marketing and Advertising
  • Construction

Popular in

  • Small Business
  • Enterprise
  • Large Enterprise

Microsoft Dynamics 365 for Customer Service is popular in Information Technology And Services, Marketing And Advertising, and Construction and is widely used by Small Business, Enterprise, and Large Enterprise.

Comprehensive Insights on Microsoft Dynamics 365 for Customer Service Use Cases

How does Microsoft Dynamics 365 for Customer Service facilitate Engagement Management?

How does Microsoft Dynamics 365 for Customer Service address your Customer Case Management Challenges?

How can Microsoft Dynamics 365 for Customer Service enhance your Sending & Publishing Communications process?

What makes Microsoft Dynamics 365 for Customer Service ideal for Proposal & Quote Management?

11 buyers and buying teams have used Cuspera to assess how well Microsoft Dynamics 365 for Customer Service solved their Help Desk needs. Cuspera uses 246 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Case Studies

Information Technology and Services

CASE STUDY RelevanC

Microsoft Invest DSP helped RelevanC lower the carbon emissions of digital ad campaigns. RelevanC used A/B testing with GreenMetrics and Impact+ to optimize for low carbon impact. They targeted low e...mission websites, adjusted device and connection types, and set viewability thresholds. The solution cut power consumption by up to 8.2 times for IAB formats and 6.6 times for video. GEF emissions dropped by up to 10 times for IAB formats and 6.8 times for video, while ad performance stayed the same or improved.

Read more →
Retail

CASE STUDY Liverpool

Microsoft Advertising helped Liverpool, Mexico's largest department store chain, boost sales during their 'La Venta Nocturna' event. Liverpool used separate Search campaigns for Brand and Non-Brand t...actics and launched a detailed Performance Max campaign. These strategies increased online visibility and conversions. Liverpool generated over 128% revenue above their target. The campaigns delivered strong incremental revenue and return on ad spend.

Read more →
Hospitality

CASE STUDY Villa Finder

Microsoft Advertising helped Villa Finder, a premium villa rental service, solve low conversion rates caused by premium pricing and seasonal booking drops. Villa Finder used Responsive Search ads, Mu...ltimedia ads, and Audience Ad campaigns to reach high-intent audiences. Predictive targeting and exact match keywords improved campaign efficiency. The partnership led to a 25% increase in conversions and a 52% lift in clicks for their largest 2024 campaign. Microsoft Advertising also kept cost per acquisition strong and minimized seasonal lows.

Read more →
Consumer Electronics

CASE STUDY Samsung Electronics Germany

Microsoft Advertising helped Samsung Electronics Germany boost e-commerce sales with AI-powered advertising tools. Samsung used Performance Max and Microsoft Copilot to run smarter, multichannel camp...aigns. The solution used predictive targeting to reach more customers and improve ad relevance. Samsung worked with Starcom and relaunched campaigns for Black Friday 2024 with better goals and creative assets. The new approach helped Samsung expand market share and improve campaign performance.

Read more →
Apparel & Fashion

CASE STUDY s.Oliver

Microsoft Advertising helped s.Oliver run a festive campaign called 'Celebrate Togetherness.' The challenge was to manage high ad volume and connect with a broad audience during a short 14-day peak s...eason. s.Oliver used online video ads and impression-based remarketing on Microsoft Advertising. The campaign achieved a 10% lower CPM and a 50x higher CTR than other platforms. Impression-based remarketing lists delivered a 27% conversion rate, compared to 21% for in-market audiences.

Read more →
Non-Profit Organization Management

CASE STUDY St John Ambulance

Microsoft Advertising helped St John Ambulance use generative AI tools to improve their digital advertising. The charity wanted to cut production costs, increase creative agility, and keep their bran...d consistent. With Ads Studio and Copilot, they made high-quality ad assets faster and cheaper. They used AI to create custom images for campaigns, showing products like AEDs in real-life settings. This made their ads more relevant and helped protect their brand identity.

Read more →

Video

Dynamics 365 Customer Service Omnichannel Workshop

Video Thumbnail
lightning

Peers used Microsoft Dynamics 365 for Customer Service for engagement management and customer case management

Microsoft Dynamics 365 for Customer Service Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.30/5 ★

Read Reviews (5)
Analytics

4.54/5 ★

Read Reviews (14)
Custom Reports

4.10/5 ★

Read Reviews (18)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.30/5 ★

Read Reviews (5)
Analytics

4.54/5 ★

Read Reviews (14)
Custom Reports

4.10/5 ★

Read Reviews (18)

Software Failure Risk Guidance

?

for Microsoft Dynamics 365 for Customer Service

Overall Risk Meter

Low Medium High

Top Failure Risks for Microsoft Dynamics 365 for Customer Service

Microsoft Corporation News

Product

Dynamics 365 Contact Center now available in GCC-M - Microsoft

Microsoft has launched Dynamics 365 Contact Center in the Government Community Cloud (GCC), enhancing communication for government agencies with secure, AI-driven contact center solutions. This release supports public sector innovation with FedRAMP High Certification, ensuring compliance and security. The solution offers omnichannel communication, AI-assisted services, and flexible deployment options, empowering government entities to improve service efficiency and engagement.

Read more →
Product

Microsoft Embeds AI in Dynamics 365 for Trusted Business Transformation

Microsoft Embeds AI in Dynamics 365 for Trusted Business Transformation

Read more →
Product

Automate intent discovery and resolution with Customer Intent Agent - Microsoft Dynamics 365 Blog

Microsoft has updated its Customer Intent Agent within Dynamics 365, enhancing AI-driven contact center capabilities. The July 2025 release introduces advanced features like dynamic interviews, instruction-driven resolutions, and improved voice support. These updates aim to automate intent discovery and resolution, enabling more natural interactions and reducing escalation risks. The enhancements focus on business context-aware intent mining and autonomous learning loops, improving customer service efficiency.

Read more →
Partnership

NTT DATA Launches Global Business Unit for Microsoft Cloud to Accelerate Enterprise Transformation in the AI Era

NTT DATA has launched a global business unit focused on Microsoft Cloud to enhance enterprise transformation using AI. This collaboration aims to accelerate cloud modernization and AI adoption, leveraging Microsoft technologies like Azure and Microsoft 365. The unit will support enterprises in scaling AI solutions and modernizing operations globally, reinforcing NTT DATA's strategic alliance with Microsoft.

Read more →

Microsoft Corporation Profile

Company Name

Microsoft Corporation

Company Website

https://www.microsoft.com/en-us

Year Founded

1975

HQ Location

Redmond, WA

Employees

10001+

Social

Facebook Linkedin Twitter

Financials

IPO