Dynamics CRM Service

Service by Microsoft Dynamics empowers customers through their choice of self and assisted service options; empowers agents to deliver fast, informed and effective resolutions; and seamlessly incorporates field solutions when there is a need for onsite help.

Our agile solutions easily adapt to changing demands so that your business can deliver intent driven outcomes in a secure, flexible and reliable environment.

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Dynamics CRM <strong>Service</strong>


Offer service anytime, anywhere
An average consumer leverages three to four channels. Enable your customers to engage effortlessly with your company through the channel of their choice using any device. Organizations using Service by Microsoft Dynamics CRM can leverage a 360 degree customer view. Real-time and historical insights delivered on a unified platform ensure contextual, personalized and consistent engagements. Gain critical insights through social channels and voice of the customer feedback.


Make customer service effortless

Consumers increasingly expect to be able to solve the majority of their product and service related issues on their own. Provide them with a branded online support portal that leverages an organized, searchable knowledge base to deliver the consistent, up-to-date answers they're looking for.

With Service by Microsoft Dynamics CRM, you can localize self-service on product and Facebook fan pages or embed it within kiosks and games — transforming it into an everyday interaction for your customers.


Agent enablement

Empower agents. Wow customers.

Empower agents with a single, unified experience to deliver fast, amazing customer service from their desktop or mobile device. A dynamic interface presents contextual tools, guidance and data. Speed resolution of even the most challenging issues by harnessing the knowledge of peers across internal and external teams with Yammer and Skype.

Service by Microsoft Dynamics CRM empowers agents with integrated knowledge, SLAs, scripting, process flows and recommendations for next best steps — all from a centralized user interface — so they can manage cases faster and provide a differentiated level of support.

Agent <strong>enablement</strong>

Field Service

Intelligent onsite care

Deliver world class, intelligent customer experiences in the field while maximizing efficiency and minimizing costs. Dispatch technicians using optimized routes and skill based assignments to intelligently balance workload and resources. Provide service technicians with complete customer insight, real-time guidance, rich media knowledge and cross-team collaboration — all through any mobile device.

Service by Microsoft Dynamics CRM empowers field service technicians to create positive and memorable customer experiences by providing them with the right tools and insights.

<strong>Field</strong> Service


Provide the right answers at the right time.

Empower your customers and employees with a single source of unified knowledge. Consistent answers are optimized and discoverable across channels and from any device. Augment knowledge articles with rich media content to drive first touch resolution. 

Service by Microsoft Dynamics CRM lets you easily capture and publish content from subject matter experts, social channels and service interactions. Our robust analytics show you exactly how knowledge is being consumed and pinpoints opportunities for growth.


Service Intelligence

Analyze and anticipate

Identify trends, anticipate opportunities and gain powerful insights into customer behavior and agent productivity. Real-time, interactive dashboards leverage deep analytics and advanced visualization capabilities.

Service by Microsoft Dynamics CRM empowers organizations with actionable insights to continuously improve service metrics, earn loyalty and increase brand advocacy.

Service <strong>Intelligence</strong>