Microsoft Dynamics 365 Customer Service

Proactively deliver faster, more reliable and more helpful support to your customers

Microsoft Dynamics 365 Customer Service lets your business strengthen customer loyalty by providing them with world-class customer service. By providing consistent care, you will be able to forge lasting relationships with your customers, leading to a better working environment, and a smoother lifetime between you and your customers.

Get a comprehensive view of your customer’s journey with Dynamics 365 Customer Service. The app allows you to manage multiple customer conversations at once, letting you maintain full customer context and keep their history across all channels, delivering a fully omnichannel experience.

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Dynamics 365 Customer Service gives your business a 360-degree view of your customer. This includes a full history of interactions, user preferences, and relevant customer information enables agents to engage with the consistency and personalisation that customers expect.

Guide your agents to the right outcomes with innovational AI-driven insights. Creating virtual agents empowers your managers with actionable insights. You can also quickly on-board new members of staff and keep them up to date on new features and your business’s best practices, with in-app learning.

Today’s customers expect a unified experience, regardless of which channel they are using to interact with your business.

D365 Customer Service lets you continue to engage with customers over the phone, through email, live chat, instant messaging and much more.

D365 Customer Service gives your customers the ability to utilise online portals, FAQ’s and other online help centres, so that they do not need to use your help agents for every minor thing.

This frees up your team to focus on the bigger issues, resolving them quicker, and leading to all customers being seen to, instead of having to prioritise and ignore the smaller problems.

Make sure all of your customers feel valued with D365 Customer Service.

Microsoft Dynamics 365 Customer Service Pricing

If your business simply wants Customer Service as a single, stand-alone app then this is possible, with two different tiers available to you:

Dynamics 365 Customer Service Professional

£37.70

per user/per month

The Professional version of Microsoft Dynamics 365 Customer Service has some limitations when compared to the Enterprise version and full Customer Engagement Plan, but is available for nearly half the cost.

You still get access to case and knowledge management, Power BI and an unlimited number of named users, exactly the same as the other two, more expensive plans. The Dynamics Portal and PowerApps are available as add-ons, but the Unified Service Desk, Embedded Intelligence and Service Gamification are unavailable with the Professional licensing model.

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Dynamics 365 Customer Service Enterprise

£71.60

per user/per month

While the Enterprise licence costs slightly more a month, you do get a significant increase in functionality in comparison to the Professional licence. In addition to the access you get as part of the Professional licence, you also have access to Service Gamification, Embedded Intelligence and Customer Insights to help your business make more informed decisions. Also, if your business has 10 Enterprise user licences, you get access to the Dynamics Portal, giving you a clear and full view of all your customers and a smoother management process.

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Download the Microsoft Dynamics Licensing Guide (October 2019)

Professional vs Enterprise Comparison

	Dynamics 365 Customer Service Professional	Dynamics 365 Customer Service Enterprise
Unlimited named users
Case management
Knowledge management
Mobile
Unified service desk
Embedded intelligence
Service garnification
Leads (creation only)
Microsoft Power BI