D365 Customer Service

What it does

Tracks cases, contact history and all communications in one place
Routes enquiries to the right team based on rules or AI
Supports phone, chat, email, WhatsApp and social channels
Provides a unified agent workspace with productivity tools
Offers portals, chatbots and knowledge bases for self-service

Where the AI adds value

Suggests relevant replies and articles to speed up resolution
Summarises complex cases for agents picking up midstream
Detects tone and flags interactions that may require escalation
Automates common tasks like follow-ups and routing
Analyses customer feedback for service improvement

Why it matters

First-time resolution improves and case handling times go down
Agents spend more time helping and less time hunting for data
Service quality stays consistent as your team or volume grows
Common issues are flagged early and resolved faster