Overview
Achieve more with agentic service
- Understand what customers want, ask follow-up questions, and provide tailored solutions as issues arise. The Customer Intent Agent continuously analyzes customer conversations for insights that are used to dynamically enhance self-service and rep-assisted interactions. Now in preview.
- Automatically build and maintain knowledge—including from articles, playbooks, workflows, and actions—with the Customer Knowledge Management Agent. Your content stays accurate, relevant, and ready to use for reps and self-service, with minimal manual effort. Now in preview.
- Empower customers to resolve issues through conversational agents for voice and digital channels such as text, chat, and web. With Dynamics 365 Contact Center, you can create a Copilot-first contact center that reduces wait times and improves satisfaction.
- Unify customer data across systems so every interaction is guided by relevant contextual details. Customers never have to start over—reducing repetition, speeding resolution, and building loyalty.
- Seamlessly manage customer requests from any channel with Dynamics 365 Customer Service. Reps have instant access to customer history, preferences, and open cases—plus they can use AI insights to proactively resolve issues and uncover upsell opportunities.
- Help teams resolve issues faster by using Copilot to summarize cases, recommend next steps, and draft responses across tools such as Microsoft Teams and Outlook.
- Equip supervisors with real-time dashboards, conversation insights, and key metrics needed to monitor performance and trends, manage staffing needs, and coach in the moment. Drive both efficiency and continuous improvement.
- Create, update, follow up with customers, and close cases automatically with the Case Management Agent for Dynamics 365 Customer Service, now in preview. Reps spend less time on manual work and more time solving problems.
- Help dispatchers and field techs create work orders, optimize schedules, and inform customers with Copilot and agents now in preview in Dynamics 365 Field Service. Also, connect field operations with your contact center for faster issue resolution and more unified experiences.
- Unify platforms and streamline operations by connecting your contact center, field support, and Microsoft or third-party business systems. Reduce overhead, simplify integrations, and deliver end-to-end service experiences from front line to back office.
- Support automation and personalization by breaking down silos and securely connecting data across service operations, business apps, and Microsoft 365. Then, use AI that continuously learns, adapts, and generates insights to make decisions that drive meaningful outcomes at scale.
- Deploy prebuilt or custom agents that work alongside humans to solve common service challenges—without requiring a heavy IT lift. Also, built-in security, governance, and scalability allow you to confidently grow a digital workforce.
Why choose Dynamics 365?
Composable
Start with the capabilities you need and expand seamlessly. Build and adapt agents, workflows, and experiences with tools for automating tasks, personalizing service, and supporting faster responses to changing business needs.
Connected
Connect every touchpoint to give teams a complete view and drive more relevant, personal interactions.
Cognitive
Take advantage of Copilot and autonomous agents that work with teams to resolve cases, complete tasks, and optimize operations. Continuously improve service speed, quality, and customer satisfaction using built-in AI that learns from every interaction.
Products
Lead and innovate with agentic service solutions
Dynamics 365 Customer Service
Resolve issues faster by supporting reps with Copilot and AI agents.
Dynamics 365 Contact Center
Engage customers with agentic-led self-service that continuously improves.
Dynamics 365 Field Service
Deliver exceptional service by empowering field teams with AI assistance.
Dynamics 365 Customer Insights
Proactively engage customers by using AI-powered insights to deliver tailored experiences.
Microsoft Copilot Studio
Empower teams to easily create, customize, extend, and manage agents and workflows.
Microsoft Teams
Add telephony to Dynamics 365 Contact Center by connecting Microsoft Teams Phone.
Autonomous agents
Put AI agents built for service to work
Discover how autonomous agents in Dynamics 365 service solutions address emerging issues, uncover knowledge, and automate tasks to increase efficiency and cut costs. Now in preview.
Explore the Total Economic Impact™ of Microsoft Dynamics 365 service solutions
Read commissioned studies conducted by Forrester Consulting to learn how Dynamics 365 delivers measurable business value across service teams.
Learning hub
Get the latest resources on transforming service with AI
Research insights
Recognized by top industry firms
- Discover why Microsoft was named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025.5
- Find out why Microsoft was recognized as a Leader in the 2024 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center.
- Learn why Microsoft was named a worldwide leader in four IDC MarketScapes for Field Service Management and Service Life-Cycle.6
Customer stories
Real customers, real results
Next steps
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