Dynamics 365 for Customer Service

Enables you a suite of capabilities to ensure your business can deliver the best customer service experience possible to your customers.

Administer Customer Service

Improving satisfaction in service delivery

We believe that knowing your customers enables you to personalize each experience and optimizes your agents' productivity so you can earn customers for life. The agent experience is the heart of Dynamics 365 Customer Service. The key to improving satisfaction in service delivery is enabling agents to take customer requests from any channel, handle multiple sessions at a time, interact with multiple apps without losing context, and enhance their workflow with productivity tools.


Customer Service Admin Center


You'll need one or more security roles to access this app to perform the various configuration tasks. Such as System Administrator, System Customizer, CSR Manager, App Profile Manager administrator and Basic User and Omnichannel Administrator and Basic User

Access the app:

The app is automatically installed in all the Customer Service organizations. You can sign in to Dynamics 365, and on the apps page, select Customer Service admin center.

Guided channel setup:

You can use the guided channel setup wizard to configure channels, such as a channel for routing cases. The wizard helps you create the channel, configure users and permissions, and set up routing rules to get you started with handling customer issues with minimal setup.

Omnichannel Admin Center

Extending the power of Dynamics 365 Customer Service:

Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with customers through channels, such as live chat, SMS, and WhatsApp. It provides a modernized design, with simplified and streamlined admin workflows that empower Omnichannel administrators to setup Omnichannel for Customer Service quickly with fewer efforts.

The Omnichannel admin center app lets you configure the channels, agents, and supervisor settings, and the corresponding features to use the channels for handling customer issues through conversations.


Customer Service Hub

Work with case management record types, dashboards, and tools:

In the Customer Service Hub, you will find everything you need to easily manage customer service at your organization:

  • Dashboard
  • Activities: Email, Task, Appointment, Phone Call, Social Activity
  • Accounts
  • Socials Profiles
  • Contacts
Business processes

The stages in the business process flow are displayed in floating mode, or docked mode. Stages can be aligned in a vertical layout, instead of horizontal, which makes it easier to see what steps are required to move forward. You can also choose to include an optional step in the business process flow and define criteria to trigger it.

App Profile Manager

Agent experience profiles:

Agent experience profiles enable you to create targeted app experiences for agents and supervisors, and are an alternative to building and maintaining custom apps. With the agent experience profiles, administrators can create custom profiles with specific session templates, conversation channels, and productivity tools. These profiles can then be assigned to users.

Agent productivity tools use intelligence and automation to enable agents to find answers to customer questions and help resolve customer issues quickly, improving satisfaction in service delivery. The productivity tools help in easy knowledge base search, suggestions for similar knowledge articles and cases, and agent scripts with macros to automate tasks in common workflows.