Dynamics 365 Customer Service

Dynamics 365 Customer Service is a set of capabilities that ensure your business can provide your customers with the best possible customer service experience. We believe that knowing your customers allows you to personalize every experience and optimize your agents' performance so you can win customers for life.


Dynamics 365 Customer Service

Functions Dynamics 365 Customer Service


Tracking customer issues through tickets


Registration of all interactions related to the request


Sharing data in a knowledge base


Manage conversations across channels, including voice


Using built-in analytics and AI-powered insights to improve customer satisfaction


Manage performance and efficiency with reports and dashboards

Administration Customer Service

You can configure and manage various features in Customer Service using any of the following applications based on the licensing module you purchase. While you can use any of the admin applications to configure features in Customer Service, we recommend that you use the latest applications and manage functionality centrally.


Customer Service Admin Center

Manages various Customer Service functions in one place. You can customize all customer support, operations and agent interfaces through the new app. You can manage core customer service features and other features such as terms of service, service scheduling, and all channels in Omnichannel for Customer Service.


Omnichannel administration center

Helps manage all chat and digital messaging channels, including the voice channel. You can configure enterprise-grade routing and assignment capabilities using a unified routing infrastructure to route service requests across all channels.


Customer Service Center

Helps manage knowledge base articles and route requests; it is available for use in browsers on computers and mobile devices. Use the site map Service management to configure features such as case management, queues, routing rules, terms of service, insights, and service planning.


Application Profile Manager

Participates in the creation and management of target application interfaces for agents and supervisors as an alternative to creating and maintaining custom applications. You can create custom profiles with specific session templates, conversation channels, and productivity tools. You can then assign these profiles to agents and supervisors who use the Customer Service workspace and Omnichannel for Customer Service applications.

Add omnichannel capabilities to Customer Service

We are at Fanetech customize Microsoft solutions for each client

We help you get the most out of Dynamics 365 for your business.

Own voice channel

Leverage phone support from comprehensive call centers. Add enhanced omnichannel experiences to your digital communication channels.

Chat support

Provide clients with the opportunity to chat for prompt communication and information support for the client.

To implement Microsoft solutions efficiently and quickly, use a trusted Microsoft partner like Fanetech.

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