Customer Service in Dynamics 365 is a dedicated application that enables businesses to:

• Track and manage customer issues (cases)
• Automate support processes
• Deliver support through multiple channels (email, phone, chat, etc.)
• Use AI and analytics to enhance service quality

It is a part of the Microsoft Dynamics 365 suite and is built on the Dataverse platform.

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🧭 Key Purpose

To help customer support teams deliver faster, more personalized, and effective service by streamlining case management, communication, and knowledge sharing.

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🛠️ Key Capabilities

Area	Functionality
🧾 Case Management	Create, assign, track, and resolve customer issues.
📥 Email-to-Case	Automatically convert emails into support cases.
📨 Queues & Routing	Organize and assign incoming cases to the right agents.
⏱️ SLAs & Timers	Track response and resolution times with visual timers.
🎫 Entitlements	Track how much support a customer is entitled to (cases or hours).
📚 Knowledge Base	Store articles for self-help and agent assistance.
📞 Omnichannel Support	Handle support via chat, SMS, voice, and social media (add-on).
📊 Dashboards & Reporting	View support KPIs, agent performance, and workload.
🤖 Copilot & AI	Use AI to suggest replies, articles, summarize interactions, and more.

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💡 Where is it used?

Industries and businesses that have a customer support team or help desk, such as:

• Tech companies
• Utilities
• Telecom
• Retail and eCommerce
• Insurance
• Education
• Government helpdesks

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🧩 Integration & Extensibility

• Built on Microsoft Dataverse
• Integrates with:
  • Power Automate for automation
  • Power BI for analytics
  • SharePoint for document storage
  • Microsoft Teams for collaboration
  • Power Pages for customer-facing portals

You can also extend it using:

• Custom workflows
• Plugins (C#)
• JavaScript on forms
• PCF (PowerApps Component Framework)
• AI and bot integrations

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🔐 Licensing and Access

Customer Service is available in two primary license tiers:

License	Features
Customer Service Professional	Core case management, SLAs, KB, and basic queues.
Customer Service Enterprise	All Professional features + Unified Routing, Advanced SLAs, Omnichannel Add-ons, Copilot, and AI.

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✅ Summary

Customer Service in Dynamics 365 is a powerful helpdesk and support platform that:

• Centralizes customer interactions and support
• Automates ticket routing and resolution
• Provides tools for knowledge sharing and SLA compliance
• Enhances agent performance with AI and unified interfaces