Bridging the gap between business and customers

Deliver the best customer service experience with AI enabled real-time insights, resources, unified platform within Dynamics 365 for Customer Service. Get a 360-degree view of the minutest customer activities enabling agents to deliver personalized experiences.

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Bridging the Gap Between Technology and People


Dynamics 365 Customer Service Solution Capabilities

Dynamics 365 Customer Service provides is a unified platform to manage customer service. Agents can take customer requests from any channel, handle multiple sessions at a time, interact with multiple apps, and enhance their workflow with productivity tools.

Deliver services from a unified system to your customers on the channel they are most comfortable with.

360-Degree View of Customer

Get entire history of customer interactions, preferences, third-party inputs with D365 Customer Service.

Consistent Information

Unified customer data from multi-channels on a single source to keep the team informed and prepared.

Personalized Experiences

Agents can make interactions personalized and contextual with real-time insights, SLA timers and more.

Machine Learning

Machine learning detects social post sentiment and intent to automatically create and route as cases.

Personalized Surveys

Create personalized surveys with drag-and-drop survey designer, theme editor, and rich design logics.

CTI Framework

Get access to a CTI framework with several integrations and adapters readily available in markets.

Build systems that let customers self-serve through up-to-date knowledge base and online community-based engagements.

Seamless Transition

D365 for Customer Service offers seamless transitions between self and assisted support.

User Roles and Rights

Leverage CRM authentication, security, local or federated authentication through variety of providers.

Create Custom Entities

Out-of-the-box configurations with easy-to-use tools, and rich set of SDKs enable developers build app.

Responsive Design

For easy navigation and self-service, D365 for Customer Service offers responsive design functionality.


With D365 Customer Service, get access to automated community thread escalation to case capabilities.

Resource Knowledge

Get federated search returns results from relevant knowledge articles, social posts, and blogs.

Intuitive Navigation

The case deflection capabilities, blog platform, community discussion forums enable intuitive navigation.

Agents get a single, unified system to attend to customers across channels and devices. They also get all past interaction data, real-time insights, and customer profile.

Dynamic Interface

Get access to a dynamic interface that serve resources to agents, also from third party applications.

Enhance First-Time Resolution Rate

The functionality of analysis, machine learning, case studies and so on enable agents to solve case faster.

Boost Productivity

Features like integrated knowledge agent scripting, SLAs, and so on help businesses boost productivity.

On-time Resolution

Connect agents seamlessly with peers, subject-matter experts for speed resolution and no escalations.

Role-Specific Tasks

Provide context sensitive guidance to help users navigate the application, perform tasks specific to their role.


D365 for Customer Service gamification feature helps reward employees for higher productivity.

Unified Platform

Get access to a unified platform for managing and monitoring your business as well as third-party tasks.

Get a single source of truth across channels and business units. Knowledgebase administrators can capture and create and use information from multiple sources.

Quick Create

The Quick Create functionality offers SMEs and agents to create content for approval through workflow.

Community Sourced Knowledge

Community sources knowledge enablement scenarios helps build knowledge base for customers.

Rich Media

Use of rich media images and videos with D365 for Customer Service helps increase first time resolution.


Articles can be scheduled for periodic review or expiration to ensure content is always current and up to date.

Improved Searches

Associating knowledge articles with customer or account data helps improve search and discoverability.


Readers can provide feedback on knowledge articles by rating content, giving customer interest insight.

Enhanced Article Efficiency

Identify potential areas for improvement and change with in-depth analysis of knowledge articles.

Get data-driven insights for efficient customer service along with powerful data visualization that helps you stay on top of customer service game.

Role-tailored Dashboards

Get access to real-time, historical data with role-tailored dashboards within D365 for Customer Service.


Get access to deeper view of business via interactive charts and data from third-party applications.

Natural Language Capabilities

Instantly render new reports and visualizations with natural language capabilities within D365 for CS.

Best Practices Identification

Identify cross/up-sell opportunities, best practices, explore what-if scenarios, improve service metrics.


Offering growth and agility with report on custom KPIs and metrics tuned specifically to your business.

Actionable Insights

Derive meaningful intelligence from large amounts of complex data and provide sellers with contextual actionable insights that are easy to understand. Insights are in context to customer relationship making it easy to focus on the right priorities and drive personal engagement.

Prospects & Lead Prioritization

Improve retention, engagement, monetization, build a database of qualified leads and so on.

Relationship Health

With in-depth customer relationship insights and analysis, keep a check on the relationship health.

Social Media Tracking

Generate leads through social media platforms and much more with seamless integration.

Customer Intelligence

Engage customers in a personalized and effective way by harnessing power of D365 Customer Insights.

Relationship Management

Build buyer trust and loyalty, and foster relationships with them through Dynamics 365 for Sales. The in-depth insights and analysis enable businesses to understand needs, demands, interest and trends among customers and deliver accordingly.

LinkedIn Sales Navigator Integration

Receive continuous insights and recommendation for generating leads and much more by integrating.

Relationship Assistant

With in-depth customer relationship insights determine & strategize areas to put in more efforts.

Email Intelligence

The functionality helps businesses gain insights by analyzing email performances and customer reaction.

Content Personalization

No need to research for relevant content for sales interactions, get them all within D365 for Sales.

Sales Productivity

Dynamics 365 for Sales enables businesses to automate sales processes, eliminating manual errors. The availability of a highly intuitive user interface and Microsoft-Office embedded capabilities, increase revenue and boost productivity.

Sales Processes

Get a guided sales process, rich context-specific help and much more to optimize sales efforts.

Opportunity Management

Offering seamless integration with Office 365 apps for managing customers and deals efficiently.

Sales Mobility

With modern mobile apps within D365 for Sales, sell anywhere, anytime with efficiency and assistance.

Partner Management

Manage all the crucial stages of partner/vendor management in your business with D365 for Sales.

Sales Performance

Managing the performance of individual sales as well as entire team can be done seamlessly with the use of dynamics functionalities within D365 for Sales. Real-time analytics and in-depth insights help make informed decisions.

Seller Onboarding

Business process management and interactive help and documentation ease the onboarding process.

Seller Effectiveness

With goals setting, result monitoring and feedbacks functionalities, achieve your sales targets easily.

Reports & Dashboards

Make use of Power BI, at-a-glance dashboards, contextual charts and graphs for quick insights on sales.


With fun, engaging, team-based competitions, boost employee experience and performance.

Product Licensing

Dynamics 365 Customer Service Pricing & Licensing

Dynamics 365 Customer Service Pricing is simple. Contact us to learn about cost effective licensing based on bundled Dynamics 365 Customer Service Products for Commercial, Non-Profit or Educational Use.

Dynamics 365 Customer Service


  • Cases
  • Contracts
  • Entitlements
  • Service Level Agreements
  • Contacts
  • Accounts and Facilities/Equipment
  • Customer Service Hub
  • Custom Entities - 15 Maximum
  • Dashboards & Charts - 5 Maximum per entity/table
  • Personal Forms & Views - 2 Maximum per entity/table
  • Customize Business Process - 5 Maximum per entity/table
  • Queues - 15 Maximum
  • Customer voice Survey
  • Embedded Intelligence/AI
  • Power Apps in same environment
  • Configure Teams and Business Units
  • Configure and view schedule board

Dynamics 365 Customer Service


  • Cases
  • Contracts
  • Entitlements
  • Service Level Agreements
  • Contacts
  • Accounts and Facilities/Equipment
  • Customer Service Hub
  • Custom Entities - Unlimited
  • Dashboards & Charts - Unlimited
  • Personal Forms & Views - Unlimited
  • Customize Business - Unlimited
  • Queues - Unlimited
  • Customer voice Survey
  • Embedded Intelligence/AI
  • Power Apps in same environment
  • Configure Teams and Business Units
  • Configure and view schedule board

Dynamics 365 Customer Service
Team Members


  • Read and Approve
  • Run all reports
  • Perform Specific Activities
  • View Dashboards

*All Dynamics 365 Customer Service Pricing is subject to change without Notice. Always consult to our Dynamics 365 Customer Service Licensing Expert for Latest Licensing and Pricing.


Your Business,
Our Expertise

We have helped several organizations over many years with their digital transformation aspirations. Our comprehensive service offerings help customers to stay engaged with us for a long period of time. From upgrade and implementation to support, and audit services, we have got it all covered for you.

Implementation Services

We believe in hassle-free Dynamics 365 Customer Service implementation along with proper training, and support. Our experience and subject matter expertise enable us to deliver projects error-free, on time and within budget.

Upgrade Services

An upgrade can bring a host of technological benefits. We have helped several businesses transition smoothly from older Dynamics versions to latest one.

Support Services

We have a dedicated support team with centralized support desk, subject matter experts, well-defined SLAs, and case priority matrix to help with ongoing operational support of Dynamics 365 Customer Service.

Audit Services

Are you getting the expected result from your Dynamics Solution? If not, our audit services will help you to take a step back, understand what’s working, what’s not working, and then apply the corrective action or optimization patches.


Video & Rich Content

With 500+ projects, you can bring together everything your team needs to communicate, collaborate, and coordinate work, start to finish.

Frequent Questions

What is Dynamics 365 Customer Service?

It is a customer service automation tool. It helps deliver personalized services across channels and provides 360-degree view of customers along with performance reports and dashboard.

What are the key features of Dynamics 365 Customer Service?

Some of the key features of Customer Service include case management, knowledge management, customer interaction management, self-serve, analytics, and reporting, etc.

How is Dynamics 365 Customer Service better than other service solutions?

Dynamics 365 Customer Service has all the features you’d expect from a service management solution. If you use Microsoft 365 (Word, Excel, Outlook, Teams, SharePoint, etc.) then the two are seamlessly integrated increasing overall productivity and ease of use for end users.

Which industries is Dynamics 365 Customer Service good for?

It has been developed in a way that it works for all industries. Moreover, it can be modified to suit specific business needs.

Is Dynamics 365 Customer Service same as Dynamics CRM?

Dynamics 365 Customer Service is a part Dynamics 365 Customer Engagement group of applications which was introduced in 2016 replacing Dynamics CRM in the market.

How does Gamification boost business?

The Gamification functionality within Dynamics 365 for Customer Service enables companies to promote a healthy work life balance and enhanced employee experience.

What are deployment options for Dynamics 365 Customer Service?

Dynamics 365 Customer Service follows cloud-first approach, but it is flexible in sense that it can be deployed on cloud as well as on-premise.

Are there any mobile apps for Dynamics 365 Customer Service?

Yes. There is mobile app which helps you stay connected and up to date on the go.

Can Dynamics 365 Customer Service integrate with my sales and marketing solution?

Yes. It can integrate with most of the sales and marketing solutions.

I already use Dynamics 365 Sales, and Dynamics 365 Marketing. Are there any additional advantages of implementing Dynamics 365 Customer Service?

Dynamics 365 Sales, and Dynamics 365 Marketing has out-of-the-box integration with Dynamics 365 Customer Service. Together these apps provide truly connected experience for both – employees and customers.

Can Dynamics 365 Customer Service integrate with my ERP application?

Yes. Dynamics 365 Sales can integrate with most of the ERP solutions.

How much does dynamics 365 Customer Service Cost?

Setting-up and going-live with Dynamics 365 Customer Service normally involve 3 costs. One-time setup/implementation cost, license (monthly) cost, and post implementation support cost. Cost varies depending on the complexity of business requirement.

Is Dynamics 365 Customer Service training available online?

There are several free resources available online from Microsoft, and partners to learn Dynamics 365 Customer Service. Additionally, partner support can be taken for any specialized training requirement.

What is the role of Dynamics Square in Dynamics 365 Customer Service setup?

Dynamics Square is a leading Dynamics 365 implementation partner. We are experts in consulting, implementing, and providing support for Microsoft Dynamics 365 Customer Service.

What are different Dynamics 365 Customer Service licenses?

There are two licenses – Dynamics 365 Customer Service Professional and Dynamics 365 Customer Service Enterprise. There are some other licenses as well. You can contact our sales team to know more details.

Do we need partner support to implement Dynamics 365 Customer Service?

For a fool proof implementation an expert partner’s service is recommended. Since implementation cannot be done again and again, we better get it right the first time.

How does post deployment support work for Dynamics 365 Customer Service?

As with the implementation, and initial setup, the post deployment support for Microsoft Dynamics 365 Customer Service will be through Microsoft’s partner network. Dynamics Square is one of the leading partners that offers implementation, and post go-live support services.

Is there a free trial for Dynamics 365 Customer Service?

Yes. You can contact our sales team to access free trial of Dynamics 365 Customer Service.

Can we migrate data from old CRM to Dynamics 365 Customer Service?

Yes. Data migration can be done. However, we recommend carrying forward only the important data to the new system.

Can we upgrade from old Dynamics CRM on-premise version to Dynamics online?

Yes. An upgrade can be done. You can contact our sales team for a free assessment of existing Dynamics CRM. We can then suggest if a re-implementation makes more sense than migration.

Where is Dynamics Square based?

Dynamics Square has a presence across Australia. If you are looking for a Dynamics 365 partner in Sydney, Melbourne, Brisbane, or Perth we have got your covered with our offices in all these locations.

Schedule live demo

We’d love to show you a customised demo to show you that how Dynamics 365 solution can fit to your business needs.


Request a Demo

We would love to demonstrate Dynamics 365 Customer Service in action and how it can help your business.


Microsoft Dynamics Experts for your Business

Dynamics Square, Microsoft Gold Partner is one of the most sought-after Microsoft Dynamics solution providers for businesses who wish to digitalize their workflows.


Man Years of Expertise

Our in-depth knowledge of the products and years of expertise has enabled the Dynamics Square team to deliver services with efficiency in record less time.


Subject Matter Experts

The team at Dynamics Square comes with their hands-on experience which helps them cater to issues those businesses do not know exist.


Project Deliveries

Our team has efficiently and successfully completed 500+ successful projects and continues to add new feathers to our cap every day.


Customer Support

We provide round the clock customer support for all services that we offer including, implementation, upgradation, audit, consultation and so on.


Products & Services

We offer a complete suite of products and services for businesses to boost growth and introduce digitalization, enhancing organizational agility


Customer Satisfaction

The numerous success stories and references of Dynamics Square speaks high volumes of the level of customer satisfaction the team provides.

Ready to get going?

We’d love to show you what we can do for your company.