Overview
Empower your service reps and transform customer service
Focus on delivering exceptional service on any channel—while letting agents handle the manual work.
- Save service representatives time by using Copilot in Dynamics 365 Customer Service to help diagnose problems, troubleshoot issues, and draft customer responses.
- Empower service representatives with sentiment analysis, translations, transcriptions, and AI-recommended knowledge articles.
- Increase first-call resolution with AI-based routing that classifies issues, then assigns them to the best-suited service representative.
- Bring together experts who resolved similar cases to collaborate in Microsoft Teams for quicker issue resolution.
- Resolve customer issues in real time with intelligent, conversational, generative AI-powered bots.
- Resolve customer issues quickly through human-like interactions with generative AI-powered, conversational interactive voice response (IVR).
- Increase productivity by automating routine tasks as well as complex transactions.
- Collaborate, share tips, and gather rich insights from other users and experts in personalized community portals.
- Access an omnichannel insights dashboard with AI-driven conversation, channel analytics, and key performance indicators (KPIs) all in one place.
- Detect emerging trends and identify improvements across support topics, service representative/customer interactions, and knowledge management.
- Eliminate manual processes with more than 1,000 prebuilt flows and add custom data connectors to your ecosystem.
- Plan for the right level of staffing based on seasonality, predicted number of cases, and conversational volume with the forecast report feature.
- Reduce costs by building on existing capabilities and interoperating with other business applications—all on a single platform.
- Quickly set up phone systems for service representatives to assist customers on a scalable platform built and operated by Microsoft.
- Provide faster service to customers on their preferred digital channel, including email, text, social network, or virtual assistant.
- Effectively communicate with customers in their chosen language using real-time translation.
- Reliably route the customer to the right service representative based on the customer’s emotions and needs.
- Easily manage customer requests from any channel while handling multiple sessions at the same time.
- Deliver personalized responses with AI that registers customer engagement and understands customer intent in real time.
- Gain insights through customer interactions and journeys to personalize offers and recommendations.
SERVICE AGENTS
Transform customer experiences with agentic service—powered by Dynamics 365
Service agents for Dynamics 365 can help resolve issues and build long-term loyalty by evolving with the latest intents, up-to-date knowledge content, and essential quality guidance.
Case Management Agent
Automate the case lifecycle to reduce handle time and alleviate the burden of manual tasks on service reps.
Customer Knowledge Management Agent
Keep knowledge articles perpetually current by uncovering insights from case notes and other artifacts.
Customer Intent Agent
Enable evergreen self-service by discovering intents from customer conversations across channels.
Quality Evaluation Agent
Monitor service quality across customer interactions—from service reps to self-service agents.
Custom AI agents
Create custom agents tailored to your workflows and data using Copilot Studio.
Microsoft named a Leader in The Forrester Wave™: Customer Service Solutions, Q1 2026
Microsoft’s on-par vision for customer service is one where AI anticipates needs, automates workflows, and continuously improves through self-learning loops.1
Dynamics 365 Customer Service Professional
Get core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.
$50.00
user/month, paid yearly
Get core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.
This product is not available in your market.
Dynamics 365 Customer Service Enterprise
Get advanced service capabilities for a personalized customer experience, improved service representative productivity, and optimized operations.
$105.00
user/month, paid yearly
Get advanced service capabilities for a personalized customer experience, improved service representative productivity, and optimized operations.
This product is not available in your market.
Dynamics 365 Customer Service Premium
Transform customer engagement with an integrated contact center and agentic CRM service solution.
$195.00
user/month, paid yearly
Transform customer engagement with an integrated contact center and agentic CRM service solution.
This product is not available in your market.
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- [*]Prices shown are for informational purposes only and may not be reflective of actual list price due to currency, country, and regional variant factors. Your actual price will be reflected at checkout.
- [1]The Forrester Wave™: Customer Service Solutions, Q1 2026, Kate Leggett, Linda Ivy-Rosser, Rich Saunders, Angela Lozada, March 11, 2026.
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here. - [2]
Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Drew Kraus, Francesco Vicchi, Jim Robinson, 27 October 2025.
Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose.Gartner and Magic Quadrant are trademarks of Gartner, Inc., and/or its affiliates.
- [3]The Total Economic Impact™ of Microsoft Dynamics 365 Customer Service, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, March 2024. Results are for a composite organization based on interviewed customers.
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