Dynamics 365 Customer Service is a part of the Digital Contact Center Platform that provides best-in-class customer service through live customer engagements, agent collaboration, advanced telephony, and AI-based analytics.

Use Customer Service to:

• 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

https://learn.microsoft.com/en-us/dynamics365/customer-service/implement/overview

https://guidedtour.microsoft.com/en-us/guidedtour/dynamics/customer-service/1/1