A Guide To Microsoft Dynamics 365 Customer Service Capabilities

Microsoft is the perfect choice for a multitude of types of work, from email to spreadsheets to documents — there are many useful tools available to you, such as their industry-leading business management solution, Dynamics 365.
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A Guide To Microsoft Dynamics 365 Customer Service Capabilities

Microsoft is the perfect choice for a multitude of types of work, from email to spreadsheets to documents — there are many useful tools available to you, such as their industry-leading business management solution, Dynamics 365.

This vital suite of business management tools allows you to modernize business processes, automate tasks and more across a range of departments, teams and organizational levels, such as financial management, sales & marketing, H.R., service management, warehousing and much more.

Get The Dynamics 365 Assistance You Need — On Any Device

Dynamics 365 offers a convenient and seamless customer support experience. No matter what device you’re using, you access the customer service you need.

  • Desktop: You can access customer service features via the app switcher — select either Customer Service, or the Customer Service Hub
  • Mobile: On mobile devices, you can access customer service features via the app switcher — select either the Customer Service tile, or the Customer Service Hub tile.

What Customer Service Features Does Dynamics 365 Offer?

Consult this table to verify customer service feature availabilities across different app experiences:

Features Customer Service Workspace Omnichannel Customer Service Customer Service Hub Customer Service Team Member Customer Service App
Multisession x x x
Conversation Capabilities x x x
Channels x x x
Case Mgmt
Knowledge Read Only
Insights x x
Service Scheduling x N/A x
IoT Integration x x x x
Extensibility ✓ (w/ Channel Framework 2.0) ✓ (w/ Channel Framework 2.0) ✓ (w/ Channel Framework 1.0) x x
Unified Interface Compliant x
Basic Admin Via Customer Service Hub Omnichannel Administration application Via Customer Service Hub x Via Settings
Add & Configure Channels Omnichannel Administration application Omnichannel Administration application x x x
Control User Experience for Agent & Supervisor In app profile manager In app profile manager x x x
Licensing: Customer Service Professional x x x x
Licensing: Customer Service Enterprise N/A
Licensing: Chat x x x
Licensing: Digital Messaging x x x

Get The Help You Need When You Need It

In order to maximize your ROI for powerful tools like Dynamics 365, you need to know how to use every single feature they offer — that includes customer service.

By learning how to access the many different customer services features available to you, you’ll become an even more productive Dynamics 365 user.

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