Is Dynamics 365 Customer Service Right for Your Business?

Since the virtualisation of business activities increased significantly within the past year, the demand for an omniscient and un-siloed system that manages the customer experience has also increased exponentially.

The author of this page: Deirdre Lysaght
Deirdre Lysaght, Marketing Executive Mar 01, 2021

Gone are the times of simply capturing customer sentiment during a post-transaction survey and assuming you know your customer. Both B2B and B2C industries now recognise that the market demands not only a say in how it's served but also quick and lasting solutions for issues. Online research is at an all-time high which suggests that companies cannot rely exclusively on brand loyalty to maintain revenue. They need to provide exceptional and intuitive customer experiences at every step of engagement.

The challenge of exceeding expectations

Microsoft Dynamics 365 for Customer Service is an all-in-one, customer experience-focused platform that centres on delivering the best customer support and service possible. It offers industry-leading solutions across all channels that your customers use, automating and guiding typical customer service processes like ticketing queues, knowledge base sharing, Service Level Agreements, entitlement management and scheduling services. In addition, it provides completely configurable automation and business rules which permit companies to not only adhere to industry standards but also create their own. Dynamics 365 for Customer Service fully connects with Microsoft 365 which provides users with a full 360-degree view of each department’s relationship with the customer, all from within Dynamics 365 for Customer Service.

Dynamics 365 for Customer Service is one application within the Microsoft Dynamics 365 CRM solution suite of products that is highly effective as a standalone solution. However, its lead within the marketplace is thanks to the interoperability of those products and their foundational systems. Meaning the power of the Customer Service solution is amplified not only when combined with sister applications like Dynamics 365 for Sales or Dynamics 365 for Field Service, but also when leveraging the communication platforms and business tools in Microsoft 365. And since all of these solutions sit on top of a common data schema, called Microsoft Dataverse, they provide a versatile approach to functionality that allows companies to use only what they need.


With the Microsoft 365 connections, the contextual data that is so important to provide empathetic customer service and find fast solutions is available from right within a record. With Smart Assist, an intelligent assistant provides real-time recommendations which help them act while interacting with customers. Custom assistant bots can be built to interpret conversations as they are happening and suggest reactive solutions like knowledge articles, similar cases and next steps to help the agent.

Aside from providing a simple to use interface and intelligent service tools, Dynamics 365 for Customer Service excels at:

  • Tracking, managing and predictively supporting customers through cases.

  • Providing contextual relationship information that is related to a case.

  • Sharing knowledge base content.

  • Creating queues and routing logic.

  • Providing time tracking, reminders and alerts.

  • Managing SLA's and entitlements.

  • Supporting customers via online chat, phone and email.

  • Understanding success rates include close times and efficacy.

  • Creating predictive, interactive reports with live data.

Is Dynamics 365 Customer Service Right for You?

Companies best suited to Dynamics 365 for Customer Service have a solid understanding of their own best practices and internal workflows, as well as how other departments interact with service activities. In terms of licensing as well as functionality, mapping is required to properly identify the solution applications and capabilities that need to be employed. This is one of the chief reasons that engaging with a partner early on is so vital to project success. To really use the full power of the solution without paying extra during lifetime system ownership, companies need to have a strong plan and managerial support for their overall technological ecosystem, including the desire and ability to administrate the solution in-house.


Microsoft Dynamics 365 for Customer Service uses industry standards and best practices to provide ready-to-use tools, but since the solution provides configurable automation and rule enforcement, engaging with a certified partner is highly recommended. Particularly because most Dynamics customers wish to leverage the connections between Dynamics 365 for Customer Service and Microsoft 365 (as well as other solutions in the Microsoft Dynamics 365 suite). These connections require specialists who streamline and establish a dependable foundation which companies can then administrate themselves. Though most Microsoft Dynamics partners will assist with administration long after implementation, return on investment (ROI) appears faster and more dramatically when basic administration is handled in-house, relying on a partner for more advanced solutions when needed.

Since implementations require a tiered approach to make sure the system is installed in coordination with other related technologies, working with a partner who has a proven track record in implementation methodology is critical to ensure your system launches successfully the first time.

To understand how your business can benefit from Dynamics 365 Customer Service, reach out to Storm Technology or register for our upcoming webinar 'Omnichannel Customer Service Experience in Dynamics 365.' on 10th March 2021 at 11am on Microsoft Teams.

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