Dynamics 365 Customer Service documentation

Discover how to make the most of Dynamics 365 Customer Service with training, docs, and videos covering product capabilities and how-to articles. Learn about the suite of capabilities that Customer Service provides and ensure that your business delivers the best customer service experience to your customers.

Get Started

Welcome to Dynamics 365 Customer Service

What's new

What's new

Training

Training

Concept

Troubleshoot

Implement

Guidance

• Security and compliance
• Implementation
• Adoption guide

Try/Buy/Provision

• Try Customer Service
• Buy Customer Service
• Provision Omnichannel for Customer Service

Set up

• Set up roles and enable users in Omnichannel for Customer Service
• Set up personas and privileges in Customer Service and Omnichannel for Customer Service
• System requirements for Customer Service workspace

Administer and develop

Configure

• Provision unified routing for Customer Service
• Configure the voice channel
• Configure service-level agreements

Develop

• Omnichannel for Customer Service entity reference
• Live chat SDK Reference
• Develop a custom live chat widget

Customize

• Customize the case resolution experience
• Customize forms for your agents and supervisors
• Customize data models of historical and real-time analytics reports

Integrate

• Integrate a third-party IVR system with voice channel
• Integrate a Copilot Studio bot
• Integrate knowledge management in Dynamics 365 with Copilot Studio bots

Configure AI features

• Manage copilot features in Customer Service
• Configure copilot features for custom case forms and custom apps
• Enable AI suggestions for similar cases and knowledge articles

Add-in solutions

• Unified Service Desk
• Dynamics 365 Channel Integration Framework

Manage your contact center

Manage cases and solve issues within SLAs

• Create cases
• Manage cases with case grids
• Manage cases using interactive dashboards
• Work with SLAs

Communicate over channels that customers prefer

• Communicate over multiple channels
• Communicate over the voice channel
• Transfer calls and consult with users in the voice channel
• View the communication panel

Increase productivity and customer satisfaction

• Use the productivity pane to resolve customer issues
• Use email to interact consistently with customers
• Manage conversations and activities on the timeline
• Search and use knowledge articles

Use AI capabilities

• View AI-suggested similar cases and knowledge articles
• Use suggested contacts
• Use auto-summarization for ongoing conversations
• Collaborate with AI-suggested contacts in Microsoft Teams

Get insights and analyze service operations

• Use Customer Service dashboards
• Use Omnichannel for Customer Service dashboards
• Use Omnichannel real-time analytics dashboards
• Use bookmarks for reports
• Customize visual display

Collaborate using Microsoft Teams

• Collaborate without switching context
• Use Teams meetings
• Use customer support swarming to resolve issues

Explore your apps

• Admins, use Customer Service admin center
• Agents, use Customer Service workspace
• Team members, use Customer Service Team Member

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