What we configure
Inside Dynamics 365 Customer Service, we set up
Cases & queues
Case types, queues and automatic case creation from email.
Unified routing
Routing by skills, capacity and priority.
SLAs & entitlements
SLA KPIs with warnings, escalation and pause rules.
Knowledge & portals
Knowledge articles and Power Pages portals for self-service.
Straight answer
Is Dynamics 365 Customer Service the right fit?
Omnichannel features are licensed separately. If chat and messaging volumes are small, we may recommend a simpler channel setup.
FAQ
Dynamics 365 Customer Service questions
Can Dynamics create cases from email?
Yes. Automatic record creation rules turn incoming emails into cases on the right queue.
Does it support customer portals?
Yes, through Power Pages, where customers log in to submit and track cases.
Can it share data with Dynamics 365 Sales?
Yes. Both run on Dataverse, so service and sales share accounts, contacts and history.
Same platform
Other Microsoft Dynamics 365 apps we implement
Next step
Planning a Dynamics 365 Customer Service project?
Tell us what you run today and where it breaks. You get a fixed-scope quote afterwards. We don’t publish rates, because the honest price depends on scope.
Enquire
Talk to us about Dynamics 365 Customer Service setup.
We have started the message for you. Add what you run today and we will reply within one business day.