01 · Omnichannel
Omnichannel case management
Voice, live chat, SMS, email, WhatsApp, Facebook, and Microsoft Teams routed through a unified queue with skills-based assignment, capacity tracking, and supervisor monitoring.
Dynamics 365 Customer Service is Microsoft's enterprise service management platform — case management, omnichannel routing across voice, chat, email and social, knowledge management, and Copilot agent assist. It's the right call for service organizations with 25+ agents who need omnichannel, SLA discipline, and AI-driven deflection — and who already run Microsoft 365, Dynamics CRM, or Dynamics ERP.
Dynamics 365 Customer Service is Microsoft's enterprise service management platform — case management, omnichannel routing across voice, chat, email and social, knowledge management, and Copilot agent assist. It's the right call for service organizations with 25+ agents who need omnichannel, SLA discipline, and AI-driven deflection — and who already run Microsoft 365, Dynamics CRM, or Dynamics ERP. We deploy Customer Service for B2B and B2C support orgs replacing Zendesk, Freshdesk, ServiceNow CSM, or aging Salesforce Service Cloud setups.
7 modules in a typical deployment.
Voice, live chat, SMS, email, WhatsApp, Facebook, and Microsoft Teams routed through a unified queue with skills-based assignment, capacity tracking, and supervisor monitoring.
Real-time AI summarization of long case threads, suggested responses grounded in knowledge base, automatic case wrap-up, and natural-language search across cases and KB articles.
Article authoring, versioning, multi-language, approval workflow, and embedded search inside the agent workspace. Self-service portal exposes the same KB to customers.
Multi-tier SLAs by customer, product, or contract with pause/resume on customer responses, escalations, and reporting against met/missed for QBRs and renewal conversations.
Native voice via Microsoft-provided Azure Communication Services or BYOC integration with existing telephony. Real-time transcription, sentiment analysis, and call recording.
Power Virtual Agent (now Copilot Studio) bots deflect Tier 1 contacts, hand off to human agents with full context, and continuously train against real case data.
Dispatch, scheduling, mobile work order management, and IoT-driven proactive service when paired with Dynamics 365 Field Service.
Honest comparisons we walk every prospect through before quoting. If you’re on the wrong side of the line, we’ll tell you.
Service Cloud has more mature ISV ecosystem for niche service workflows. Customer Service wins on Microsoft 365 / Teams integration, native voice on Azure, Copilot tightly integrated with the Dataverse data model, and TCO at the Enterprise tier. If your support team uses Teams as the workplace and Outlook as the inbox, Customer Service is the natural fit.
Zendesk and Freshdesk are excellent for digital-first support orgs under ~50 agents. Customer Service is the right call when you need voice, complex SLAs and entitlements, integration with ERP for warranty and field service, or are running 100+ agents. The ceiling on Zendesk-style tools is real — but if you're nowhere near it, don't over-buy.
ServiceNow CSM excels in enterprise B2B with deep ITSM overlap. Customer Service is competitive for B2C and B2B service-only orgs and significantly cheaper. If you're running ServiceNow for ITSM already, CSM has gravity. If you're not, Customer Service is the lighter, faster, less expensive choice.
Dynamics 365 Customer Service Professional is $50/user/month (basic case management) and Customer Service Enterprise is $95/user/month (full omnichannel, knowledge, SLA, custom apps). Digital Messaging add-on for chat, SMS, and social is $75/user/month. Voice channel is licensed separately at $75/user/month. Copilot capabilities are included in Enterprise tiers. Implementation services for a 50–150 agent rollout typically run $80K–$300K depending on telephony integration, knowledge migration, and the number of channels deployed at go-live.
Estimate your numbers →Two-week assessment with service leadership, supervisors, and frontline agents. We sit with agents on live calls, audit existing case categorization, and identify which contact reasons should be deflected before designing automation.
Case lifecycle, queues, SLAs, knowledge taxonomy, channel routing rules, and agent workspace layout. Voice integration architecture decided upfront — Azure Communication Services or BYOC with existing telephony.
Build in sandbox, migrate active cases and knowledge base, integrate telephony, train supervisors as system owners, train agents on workspace and Copilot. Pilot one team for 2–4 weeks before broad rollout.
Post-launch tuning is non-negotiable in service. Routing rules, KB content, virtual agent intents, and Copilot prompts all need ongoing care. We run a continuous improvement cadence on case deflection, FCR, and CSAT against your starting baseline.
If yours isn’t here, ask in the consultation. We’ve probably answered it five times this month.
Two-week paid assessment. Fixed-fee proposal at the end — even if you don’t pick us.
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