Dynamics 365 Customer Service documentation

Learn how to deploy, customize, manage, and use Microsoft Dynamics 365 Customer Service services and applications. Get documentation, tutorials, and more.

Overview

Concept

• Overview of Dynamics 365 Customer Service
• Overview of unified routing
• Overview of knowledge management
• Overview of the voice channel
• Overview of collaboration

Learn what's new

What's new

• What's new in Dynamics 365 Customer Service

Install and upgrade

Deploy

• Install Customer Service
• Install Omnichannel for Customer Service
• Upgrade Omnichannel for Customer Service
• System requirements for Customer Service
• System requirements for Customer Service workspace
• System requirements for Omnichannel for Customer Service

Get started

Get Started

• Sign up for a free Customer Service trial
• Get started with Dynamics 365 Customer Service
• Get started with Customer Service admin center
• Get started with Customer Service workspace
• Get started with Omnichannel admin center

Learn

How-To Guide

• Get started with Dynamics 365 Customer Service
• Learn the fundamentals of Microsoft Dynamics 365 Customer Service
• Getting started with Omnichannel for Customer Service
• Routing and work distribution in Omnichannel for Dynamics 365 Customer Service
• Work with entitlements and service-level agreements in Dynamics 365 Customer Service

Troubleshoot

How-To Guide

• Troubleshoot issues in Omnichannel for Customer Service
• Troubleshoot issues in service-level agreements in Customer Service
• Unable to delete a managed solution consisting of an SLA-enabled entity
• Issue converting an email to a case

Extend Customer Service

How-To Guide

• Overview
• Extend Omnichannel for Customer Service
• Extend live chat widget of Omnichannel for Customer Service
• Develop a custom live chat widget
• Customize live chat widgets using data tags

Watch videos

video

• Improve agent productivity with process automation tools
• Microsoft Dynamics 365 for Customer Service
• Introduction to Omnichannel for Customer Service

Find accessibility and privacy information

Concept

• Accessibility in Dynamics 365 Customer Service
• Privacy and personal data for Microsoft Dynamics 365
• Keyboard navigation support for the Customer Service Hub

Refer to FAQ

Reference

• Customer Service trial FAQ
• FAQ about Customer Service admin center
• FAQ on AI suggestions for cases and knowledge articles
• FAQ about custom time calculation of SLA KPIs
• FAQ about the voice channel in Omnichannel for Customer Service

Read blogs

Concept

• Innovation on the service suite of Dynamics 365 applications
• How omnichannel enhances the customer experience
• Build targeted user experiences efficiently by using app profiles in multisession apps
• New voice channel streamlines omnichannel customer experiences

Add-in solutions and apps

Reference

• Unified Service Desk Guide
• Dynamics 365 Channel Integration Framework guide
• Omnichannel for Customer Service