Welcome to Dynamics 365 Customer Service

Tip

• If you’d like to try Dynamics 365 Customer Service for free, you can sign up for a 30-day trial.
• Explore Copilot, a feature that significantly enhances agent productivity in Customer Service.

Welcome to Dynamics 365 Customer Service! We're delighted to offer you a suite of capabilities to ensure your business can deliver the best customer service experience possible to your customers. 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.

We offer several app experiences for you to choose from, depending on your support organization's needs.

Use Customer Service to:

• Track customer issues through cases
• Record all interactions related to a case
• Share information in the knowledge base
• Use unified routing to efficiently route work items
• Manage conversations across channels, including voice
• Use AI-driven embedded insights and analytics to improve customer satisfaction
• Collaborate with experts in Microsoft Teams
• Create and track service levels through service-level agreements (SLAs)
• Define service terms through entitlements
• Manage performance and productivity through reports and dashboards
• Create and schedule services
• Participate in chats

Administer Customer Service

You can configure and manage the different capabilities in Customer Service by using the Customer Service admin center app based on the licensing module that you've purchased.

• Customer Service admin center: Use the app to manage the different features of Customer Service in one place. You can configure all the features of the customer support, operations, and agent experiences through this app. You can manage core customer service and other features, such as service terms, service scheduling, and all the channels in Omnichannel for Customer Service. More information: Customer Service admin center at a glance

Use agent apps to service customers

The following capabilities are available in the different app experiences, depending on your needs. In the following table, select the app of your choice to read more about the details of the user experience in each app.

Features	Customer Service workspace	Omnichannel for Customer Service (Deprecated)	Customer Service Hub	Customer Service Team Member
Multisession	✔	✔	✖	✖
Case management	✔	✔	✔	✔
Conversations (with Chat or Digital Messaging Offers)	✔	✔	✖	✖
Channels (with Digital Messaging Offer)	✔	✔	✖	✖
Voice channel (with Voice Channel for Dynamics 365 Customer Service)	✔	✔	✖	✖
Knowledge management	✔	✔	✔	Read-only
Insights, analytics, and dashboards	✔	✔	✔	✖
Service scheduling	✔	Not applicable	✔	✖
Connected Service with IoT	✔	✖	✔	✖
Extensibility	✔ with Channel Integration Framework version 2.0, custom messaging channel	✔ with Channel Integration Framework version 2.0, custom messaging channel, Mobile SDK	✔ with Channel Integration Framework version 1.0	✖
Unified Interface compliant	✔	✔	✔	✔

Legend

✔: Generally available.

✖: Not available

Available anywhere, on any device

Note

For mobile devices, you can install the applicable app for your device. More information: Install Dynamics 365 for phones and tablets.

If you're using a desktop browser, you'll see the various Customer Service apps in the app switcher as shown here.

If you're using a mobile device with Dynamics 365 for phones and tablets installed, you'll see the app tiles in the app switcher as shown here.

Note

Looking forward to upgrade to the Customer Service Workspace or Customer Service Hub app? See Upgrade to Customer Service Hub

Note

If you have previously installed any portal solution, to create a case in the Customer Service Hub or to use the Merge cases command, you must turn off the Read-only in mobile option for the Case entity. More information: Turn off Read-only in mobile option.

Accessibility and privacy in the Customer Service Apps

Customer Service is committed to inclusive design and accessible content. The apps are designed around accessibility to help all users be effortlessly productive.

For more details about app accessibility and privacy compliance, see Accessibility and privacy.

Get Started with Customer Service

• Customer Service Workspace
• Omnichannel for Customer Service
• Customer Service Hub