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Microsoft Dynamics 365 Customer Service
Norteam helps you plan, implement, and optimize your company's customer service platform within the Microsoft ecosystem – from initial onboarding to a smart, AI-driven, and efficient customer journey.
Economic impact driven by Dynamics 365 Customer Service
+45%
Higher customer satisfaction (CSAT)
- 40%
Shorter handling times
+28%
Faster agent onboarding
The figures are taken from the Forrester Consulting study "The Total Economic Impact™ Of Microsoft Dynamics 365 Customer Service". Read more about the study on the Microsoft website or download the full study here.
The company's platform for customer relationships
Microsoft Dynamics 365 Customer Service provides companies with a modern, secure, and intelligent platform for delivering world-class support. Whether you want to centralize your customer cases, reduce handling times with AI, or offer seamless omnichannel support, Dynamics 365 Customer Service provides the tools needed to exceed customer expectations.
AI that empowers every employee
Copilot analyzes cases, suggests solutions, and helps write responses quickly. With features like sentiment analysis, real-time translation, transcription, and recommended knowledge articles, every agent can provide fast and relevant help – regardless of language or channel.
Faster resolution with the right resources
The system ensures the right person gets the right case – every time. With AI-based case routing, smart voice guidance, interactive chatbots, and over 1,000 ready-made automations, wait times and manual work are minimized. You can easily plan resources based on workload and seasonality.
Scalable service on the customer's terms
Customers want to choose how they contact you – and with Customer Service, they can. Whether it's chat, email, social media, voice, or bot – you manage everything from one place. The system understands the sentiment of the conversation, routes the customer to the right resource, and delivers tailored responses in real time.
Collaboration, insights, and continuous improvement
Employees can easily bring in experts, share tips in community portals, collaborate in Teams, and analyze the customer journey. You gain access to insights on new trends, topics, knowledge gaps, and agent interactions – all via smart dashboards. This enables a more proactive and strategic way of working.
We explain...
What is Microsoft Dynamics 365 Customer Service?
Dynamics 365 Customer Service is a market-leading, cloud-based platform designed to digitize and streamline customer support. By combining case management, knowledge bases, and AI-driven automation, your support team gets everything they need to resolve issues quickly and personally.
The platform integrates tightly with Microsoft 365 (Teams, Outlook, and SharePoint), allowing information to be shared seamlessly across the entire organization. With flexible licensing models, you only pay for the users and features you actually need, giving you full control over costs.
License types and tiers:
Professional: Basic yet powerful case management and knowledge management for small to medium-sized teams.
Enterprise: Advanced features such as skill-based routing, in-depth analytics tools, and built-in Copilot (generative AI) included directly in the platform at no extra cost.
Omnichannel Add-on: Extend the Enterprise license with support for live chat, SMS, and digital messaging channels.
Microsoft Copilot for Service: A standalone add-on license for agents working in other CRM systems (such as Salesforce or ServiceNow) who want to leverage powerful Microsoft AI support integrated directly via the M365 ecosystem.
Customer service on your terms
Support for email, chat, phone, social media, and virtual assistants
Handles multiple conversations simultaneously
Real-time translation across all channels
Interactive voice response with generative AI
Personalized service based on the customer's channel choice and behavior
Collaboration & knowledge sharing
Share cases and work orders directly in Microsoft Teams
Track conversations, share content, and gather context on the fly
Personalized community portals for knowledge sharing
Easily accessible knowledge bases and self-service resources
Integration with Field Service and Customer Insights
Real-time insights & reports
Omnichannel insights and conversation analysis with AI
KPIs for case resolution, wait times, CSAT, and agent performance
Trend analysis of customer inquiries and topics
Visualizations in Power BI or via built-in dashboards
Identify opportunities for improvement and bottlenecks
Automation & case management
Automated workflows for case management and follow-up
Over 1,000 ready-made Power Automate flows
Seamless scheduling, escalation, and SLA management
Unified case view for all channels
Smart document management & templates
AI & Copilot – smarter support
Copilot suggests responses, summarizes conversations, and generates email drafts
AI-recommended knowledge articles during case management
Automatic case classification and routing to the right employee
Sentiment analysis that captures the customer's emotional state
Automatic suggestions for the next best action
Scalable, secure, and future-proof
Role-based access and identity management
GDPR and regulatory compliance built in from the start
Customizable with open APIs and AppSource add-ons
Integrates seamlessly with other Dynamics 365 apps
Telephony platform from Microsoft – scalable and reliable
Is Dynamics 365 Customer Service right for you?
We help you quickly determine if the solution is a match for your business — and what concrete results it can actually deliver for you.
How Customer Service pricing works
Microsoft uses a flexible per-user, per-month subscription model for Dynamics 365 Customer Service. You can easily scale up the number of licenses during busy periods and scale down when demand decreases.
If you already use other Microsoft 365 or Dynamics products, there are advantageous "Attach" licenses available that significantly lower costs compared to purchasing standalone licenses.
Ready to take your customer service to the next level?
Norteam is a certified Microsoft partner with expertise in the implementation, migration, and optimization of Microsoft Dynamics 365 Customer Service. We help you move from fragmented workflows and manual processes to a unified, AI-driven, and scalable customer service platform that grows with your business.
With the right combination of strategy, technology, and change management, we ensure that your customer service becomes not only more efficient – but also more proactive, personalized, and data-driven.
Would you like to see a demo or do you have any questions?
Send us an inquiry and we will get back to you as soon as possible.
Frequently asked questions
Can Dynamics 365 be customized for my specific industry?
Can we keep our existing systems and connect them to Dynamics 365?
How can Dynamics 365 help streamline business processes?
How does an implementation work in practice?
How does Dynamics 365 Customer Service work with Microsoft 365 (Outlook/Teams)?
How does Dynamics 365 improve customer relationships and customer service?
How do I integrate Dynamics 365 with my existing IT system?
How do I integrate Microsoft 365 with my existing IT system?
How much does Microsoft Dynamics 365 Customer Service cost?
What are the possibilities for data analysis and reporting in Dynamics 365?
What are the primary benefits of Dynamics 365 for small and medium-sized businesses?
What does it mean to work with a certified partner like Norteam during implementation?
What happens after the platform has been launched?
What is the difference between the Professional and Enterprise licenses?
What security features does Dynamics 365 offer?
What type of support and maintenance does Microsoft offer for Dynamics 365?
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