Dynamics 365 for Customer Service

We are living in a time where digitalization is accelerating at a rapid pace. Today, customers demand immediate responses; however, customer service is often more neglected than ever. At ARBENTIA, we understand that a great agent experience translates into a better customer experience. That’s why we rely on Microsoft Dynamics 365 Customer Service to deliver more efficient, omnichannel, and personalized customer support.

Interface of Dynamics 365 Customer Service

What is Dynamics 365 for Customer Service?

Microsoft Dynamics 365 Customer Service is Microsoft’s CRM software for customer support, enabling service teams to deliver high-quality, highly personalized service by leveraging unified technology and data. Some key benefits of this customer service management platform include:

  • Empowering customers to resolve issues with the help of virtual agents

  • Delivering personalized and value-added experiences

  • Resolving issues quickly and accurately

  • Enhancing productivity through automation and AI

  • Creating a differentiated customer service culture

  • Gaining real-time critical insights

  • Identifying current and emerging trends

Why should you use Customer Service to improve customer service?

Unified agent desktop

We know that customer service agents interact with multiple applications in their daily work. Dynamics 365 Customer Service enables a visually integrated, unified desktop, bringing all applications together in one place. This improves response times and enhances the overall customer experience.

360º view of the customer

Nothing is more important than delivering a personalized experience. This is only possible by providing agents with a unified 360º view at the moment of interaction. Only then can we anticipate needs and truly surprise our customers.

Guided, seamless case resolution management

Only with the help of technology can agents be guided in resolving customer incidents, cases, or inquiries through guided business processes, access to contextual knowledge bases, and configurable automations that facilitate communication with customers and other departments within the organization.

Omnichannel experience in customer interaction

It is no longer enough to be present on just a few channels or to offer inconsistent service. If you truly want to meet your customers’ expectations, you must be available on the channels they demand—social media, email, voice, digital platforms, and more. Only with the right technology can you manage routing and assign inquiries to the most suitable agent, considering the communication channel, customer profile, and agent capabilities.

Bots and intelligence for more agile customer service

In today’s world, investing in bots across different customer communication channels is essential. This approach reduces response times and allows customer service departments to scale efficiently without the need for additional human resources.

Intelligent analytics with AI

Being able to interpret all available information and analyze different channels is only possible with the use of Artificial Intelligence. With Dynamics 365 Customer Service, you won’t just monitor key business metrics—you’ll also gain access to insights on customer satisfaction levels and analyses of the most recurring issues across various channels.

Pantalla de trabajo de Copilot para Dynamics 365

Relying on AI

Microsoft Copilot helps you resolve customer issues faster by providing relevant and personalized recommendations for each customer and case during live conversations. Additionally, it enables you to efficiently handle large volumes of cases, enhancing agent productivity and overall service efficiency.

Why rely on Microsoft Customer Service technology?

Microsoft

Flexible Growth

Expand the functionalities of Customer Service at the pace of your company’s growth. Scale at your own rhythm by using only the modules you need at each stage, ensuring the solution evolves alongside your business needs.

Versatile Access

Whether through the web client, desktop client, or the universal app for smartphones and tablets, Dynamics 365 Customer Service enables you to provide excellent customer service anytime, anywhere.

Full Integration

The 360° integration with Dynamics 365 solutions and third-party software provides you with a comprehensive view of your operations, allowing you to make informed decisions that enhance customer experience and operational efficiency.

Microsoft Dynamics 365 Customer Service Features

Dynamics 365 Customer Service provides robust case management functionality that allows you to efficiently log, assign, and track customer service cases. You can classify, prioritize, and automatically assign cases, helping to optimize productivity and problem resolution.

This solution allows you to create a centralized knowledge base where you can store and organize relevant information for customer service agents. This includes articles, documents, tutorials, and FAQs. Agents can quickly access this knowledge base to provide consistent and accurate responses to customers.

Dynamics 365 Customer Service offers automation tools that help streamline tasks and workflows related to customer service. You can create automated workflows for case assignment, notification generation, and task management, enabling faster and more efficient service.

With this solution, you can provide customer support across multiple channels, such as phone, email, live chat, and social media. Agents can manage all customer interactions from a single unified platform, ensuring continuity and consistency in customer service, regardless of the channel used.

The D365 Customer Service platform includes reporting and analytics capabilities that provide valuable insights into customer service performance. You can track key metrics such as response times, customer satisfaction, and agent productivity, as well as use data to identify areas for improvement and make informed decisions.

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Empowering consulting

We are a Microsoft Dynamics 365 Customer Service partner.

ARBENTIA is an international business consulting and information technology company, and a certified Microsoft partner with expertise in Microsoft Dynamics 365 technologies. Thanks to our technological innovation and knowledge of the Microsoft Dynamics Customer Service platform, we help businesses enhance their customer service and provide exceptional support.

  • We develop projects both nationally and internationally.

  • We are a certified Microsoft partner and hold the Microsoft Solutions Partner designation in Business Applications, a recognition that demonstrates our expertise and excellence in Microsoft business applications.

  • We are a team of over 200 people passionate about innovation and technology.

  • We have more than 20 years of experience in IT business consulting.

  • We specialize in improving and delivering personalized customer experiences.

  • We are committed to adapting to each company and its individual requirements.

How we implement Microsoft Customer Service in your business

We guarantee the success of your project in 4 phases:

1. Analysis of needs and objectives.

We begin by thoroughly understanding the specific needs and objectives, conducting a detailed analysis of the current customer service processes and identifying areas for improvement.

2. Design and configuration of the solution

We configure Dynamics 365 Customer Service to adapt and personalize workflows, forms, dashboards, and automations. Additionally, we ensure that the solution is aligned with Microsoft’s quality standards.

3. Implementation and data migration

We implement the solution and manage the data migration to the new environment, ensuring the integrity and accuracy of the information. We also conduct tests to ensure that the solution works and meets expectations before the go-live.

4. Training and ongoing support

We provide personalized training to end-users on how to effectively use Customer Service, offer ongoing support during and after implementation, and monitor system performance to maximize return on investment.

Microsoft Dynamics 365 Customer Service Pricing

Customer Service Professional

46,80€per user/month
  • Unlimited designated users
  • Case management
  • Knowledge management
  • Mobile access
  • –
  • –
  • –
  • –
  • –
  • Leads (creation only)
  • –
  • Microsoft Power BI
  • –
  • Customization and scalability (limited)
  • Integration with Microsoft 365 apps (Outlook, Exchange, Excel, OneDrive, SharePoint, OneNote)

Customer Service Enterprise

88,90€per user/month
  • Unlimited designated users
  • Case management
  • Knowledge management
  • Mobile access
  • Unified Service Desk
  • Integrated intelligence
  • Contextual suggestions
  • KPI analysis and reports
  • Unified routing
  • Leads (creation only)
  • Multi-session compatibility
  • Microsoft Power BI
  • Portals
  • Customization and scalability
  • Integration with Microsoft 365 apps (Outlook, Exchange, Excel, OneDrive, SharePoint, OneNote)

Licence types

Customer Service Professional

  • Dynamics 365 Customer Service Professional provides essential support functionalities for any business dealing with relatively simple customer service scenarios.
  • It includes features such as case management, contact management, service process automation, basic dashboards, and analytics.
  • This is a tool for businesses looking for a customer service management solution without needing all the advanced features of the Enterprise version.

Customer Service Enterprise

  • Dynamics 365 Customer Service Enterprise is the most complete and advanced option. It allows companies to deliver a personalized and branded self-service experience, leveraging an organized and searchable knowledge base to provide up-to-date and consistent answers, while offering more complex, configurable, and intelligent capabilities.
  • It includes all the features of the Professional version and adds additional functionalities such as multi-session support, unified routing, and integrated suggestions.
  • This version is ideal for organizations that require an all-in-one solution to provide exceptional customer service and efficiently manage customer interactions across multiple channels and touchpoints.

Frequently asked questions about Dynamics 365 for Customer Service

Customer Service focuses on customer service management, while Sales is focused on managing sales and business opportunities. Both solutions complement each other and can be integrated to provide a complete view of the customer lifecycle.

Yes, this Microsoft solution is highly customizable. You can adapt it to your company’s specific workflows and processes, customize forms, views, and dashboards, and use tools like Power Automate and Power Apps to create applications and automate tasks.

Yes, Dynamics 365 for Customer Service is compatible with multiple customer service channels, including phone, email, live chat, social media, and other digital channels. This allows you to provide omnichannel support and manage all interactions from a single platform.

The implementation of the Dynamics Customer Service solution can vary depending on the needs and environment of each organization. Below is an overview of the typical steps involved in the implementation:

  1. Planning and Evaluation: Define your business objectives and create an implementation plan based on your customer service needs.
  2. Configuration and Customization: Tailor Dynamics 365 Customer Service to your requirements by customizing workflows, forms, and dashboards.
  3. Data Integration: Import your data into the solution and ensure it is clean and properly structured.
  4. Training and Adoption: Train your team to understand how to use the platform in their daily work and encourage adoption.
  5. Testing and Validation: Conduct thorough testing to ensure the solution is functioning properly and meeting requirements.
  6. Phased Implementation: Implement the solution in phases or modules, rather than all at once, for a smoother transition and adjustments as needed.
  7. Ongoing Monitoring and Support: Set up a dedicated support team to resolve issues, answer questions, and provide ongoing assistance, while regularly tracking progress and looking for continuous improvements.

It’s important to highlight that the implementation of this Customer Service solution requires collaboration with subject-matter experts, so it’s essential to work with Microsoft-certified partners to ensure a successful implementation.

Shared Success Stories

URÍA Leverages Microsoft Dynamics 365 to Meet Business Needs

The company, which provides a complete range of services in the mechanical installations sector, has optimized the lifecycle management of its installations, deployed a robust model for real-time monitoring of its financial and analytical situation, and enhanced its maintenance management. All of this has been made possible thanks to the powerful Microsoft solutions such as Dynamics 365 Business Central, Dynamics 365 Field Service, Dynamics 365 Customer Service, and Power BI.

Find out more about Microsoft Dynamics 365 Customer Service

Are you ready to take your customer service to the next level? Discover how Dynamics 365 Customer Service can transform your business. With powerful case management tools, intelligent automation, and omnichannel service, you’ll be able to deliver exceptional experiences. Don’t miss the opportunity to enhance customer satisfaction and optimize operational efficiency! Request a personalized demo now and see how this solution can make a difference in your company.

Dynamics 365 Customer Service Multiscreen