Now in preview: Autonomous service agents for Dynamics 365
Transform service experiences with AI
Empower teams to personalize engagement, work smarter, and drive efficiency using AI-powered solutions.
OVERVIEW
Deliver modern customer experiences
See how to personalize interactions across every touchpoint, improve productivity, and increase operational efficiency with Dynamics 365.
Reimagine service with Dynamics 365
- Quickly route every customer to the best-suited service representative through any channel they prefer.
- Automatically resolve issues and reduce call volume with AI-powered chatbots that deliver engaging experiences.
- Identify engagement opportunities and tailor interactions based on real-time insights and customer journey analytics.
- Drive faster resolution with Microsoft Copilot and provide real-time context with visibility into active customer conversations.
- Schedule meetings, manage tasks, and ease collaboration for service representatives and technicians with built-in Microsoft Teams functionality.
- Uncover new opportunities to boost key metrics and improve service representative productivity.
- Streamline work order management and help frontline workers find information faster with Copilot in Dynamics 365 Field Service.
- Track key performance indicators and detect emerging trends at a glance within a single, comprehensive dashboard.
- Pull customer service data from every interaction and engagement channel into one system to give service representatives full context.
- Equip frontline workers with tools that provide guidance, simplify collaboration, and improve customer experiences.
Products
Enhance service experiences and operational efficiency
Dynamics 365 Customer Service
Support service representatives with AI-powered tools that help them drive faster resolution.
Dynamics 365 Contact Center
Engage customers efficiently across every engagement channel using a Copilot-first contact center.
Dynamics 365 Field Service
Empower frontline workers with AI-powered tools that deliver exceptional service.
Dynamics 365 Customer Insights
Understand your customers and orchestrate connected marketing experiences using customer data.
Microsoft 365 Copilot for Service
Modernize contact centers with AI experiences designed for customer service.
Microsoft Copilot Studio
Build sophisticated AI chatbots that help your teams engage with customers across apps and channels.
Azure Communication Services
Help your service representatives connect with customers across apps and devices using multichannel communication APIs.
Microsoft Teams
Simplify collaboration throughout your business, empowering your teams to get more done.
Power Automate
Reduce costs throughout your organization by automating resource-intensive tasks and processes.
Power BI
Centralize your data within one secure hub that helps your entire business act on insights.
Learning hub
Explore helpful resources
Report
IDC MarketScape
Learn why IDC MarketScape named Microsoft a Leader in field service management applications.
Report
IDC MarketScape
Find out why IDC MarketScape named Microsoft a Leader in worldwide service life-cycle management platforms.
Brief
IDC field service research
Discover why IDC calls generative AI and mixed reality critical to field service resolution.
Demo
Dynamics 365 Customer Service
Uncover how service representatives exceed customer expectations by delivering personalized experiences on any channel.
Demo
Dynamics 365 Contact Center
See how your business can deliver effortless self-service and enable service representatives to work smarter.
Demo
Dynamics 365 Field Service
Explore how to transform service operations with AI and help your team deliver exceptional service.
Webinar
A day in a Microsoft service representative’s life
Hear service representatives at Microsoft explain how they use AI to drive productivity and best-in-class service.
Webinar
Empower service teams with AI
Learn how to improve your service experience from the contact center to the field.
Webinar
Exceeding customer expectations
Discover how Microsoft overcame global challenges to provide consistently exceptional service experiences.
Blog
Reshape customer experiences with AI
Uncover how businesses stay competitive by adopting customer-centric, AI-powered service strategies.
Blog
Dynamics 365 Contact Center
Boost service representative efficiency and deliver effortless self-service with a Copilot-powered contact center.
Blog
Microsoft 365 Copilot for Service
Explore the Copilot experience that connects to your existing contact center solutions.
Blog
Copilot in Dynamics 365 Customer Service
Modernize customer support with Copilot features designed for service representatives.
Report
Moving beyond AI anxiety to AI action in the contact center
Find out why contact center leaders embrace AI—read survey results from Harvard Business Review Analytic Services.
Report
Generative AI success in the contact center starts with knowledge management
Get insights into knowledge management strategies from Harvard Business Review Analytic Services.
White paper
Generative AI at Microsoft
Get insights from how Microsoft deployed Copilot in Dynamics 365 Customer Service for service teams.
Guide
How AI empowers service representatives
Explore the ways service teams use technology to help ease workloads and meet growing demands.
E-book
AI-powered service excellence
Learn how to transform experiences for service teams and customers with generative AI.
White paper
The global state of customer service
Uncover key insights that help you overcome challenges and identify opportunities in the Global State of Customer Service Sophistication white paper.
Research insights
Microsoft recognized by industry analysts
Discover why Microsoft was named a Leader in
The Forrester WaveTM: Customer Service Solutions, Q1 2024.
The Forrester WaveTM: Customer Service Solutions, Q1 2024.
Find out why Microsoft is named a Leader in
2023 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center.
2023 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center.
Success stories
Customers delivering exceptional service
Lenovo reduces handling time by 20% with Copilot in Dynamics 365 Customer Service and Copilot in Dynamics 365 Contact Center.
Learn how G&J Pepsi used Field Service to exceed service expectations, maximizing revenue and cost savings.
“At 1-800-Flowers.com, we pride ourselves on exceptional service. With Dynamics 365 Contact Center, we’re creating a best-in-class solution.”
Arnie Leap, Chief Information Officer, 1-800-Flowers.com
Products
Microsoft service representatives boost productivity and improve work-life balance with Copilot in Dynamics 365 Customer Service.
Intralox boosts customer service effectiveness with Dynamics 365
“MSC has always been known for the personal service that we give our customers; Dynamics 365 Contact Center helps us elevate that approach.”
Fabio Catassi, Chief Information Officer, Mediterranean Shipping Company
Next steps
Try for free
Get hands-on experience with Dynamics 365 business applications for 30 days.
Take a guided tour
See how to support service representative productivity across channels with a closer look at Dynamics 365.
Get answers from experts
Request additional guidance from the Dynamics 365 team.