Resolve Issues Faster.
Delight Customers with Dynamics 365 Customer Service.
We implement and configure Dynamics 365 Customer Service for UK businesses — helping your team manage cases, automate routing and deliver consistent service across every channel with AI-powered assistance.
The service platform built for every customer interaction
Dynamics 365 Customer Service is Microsoft's intelligent service management platform — unifying cases, knowledge, channels and AI assistance in one connected workspace integrated with Outlook, Teams and Power Platform.
At MS Dynamics Consulting we implement and tailor Dynamics 365 Customer Service for UK businesses of all sizes — from straightforward helpdesk deployments to fully omnichannel contact centre environments with AI agents, Copilot for Service and custom Power Automate workflows.
- UK-based certified Dynamics 365 consultants
- 100+ successful CRM & service implementations delivered
- SMB and nonprofit specialists
What Dynamics 365 Customer Service can do
A complete, AI-powered service platform — configured for your business by our UK team.
Case Management
Create, track and resolve cases across email, phone, chat and social from a unified agent desktop. Configurable SLAs, entitlements, escalation rules and automated routing ensure every issue reaches the right person at the right time.
Copilot for Service
AI-generated case summaries, suggested knowledge articles, drafted email responses and real-time conversation guidance — all surfaced directly in the agent desktop so your team resolves issues faster with less manual effort.
Omnichannel Routing
Intelligent, AI-based unified routing classifies incoming work items by intent and sentiment then assigns them to the best-suited agent or queue — maximising first-contact resolution across voice, live chat, email, SMS and social.
Knowledge Management
Create, manage and surface knowledge articles at the point of need — for agents and customers alike. AI-powered search, version control, feedback loops and automatic suggestions reduce handle time and empower self-service.
Real-Time Analytics & Insights
Embedded Power BI dashboards, sentiment analysis, CSAT surveys and supervisor monitoring give service leaders full visibility of team performance, case trends, SLA compliance and customer satisfaction — in real time.
Customer Self-Service Portal
Power Pages-based self-service portals let customers log cases, track progress, search knowledge articles and engage with AI chatbots — deflecting routine queries and freeing agents to focus on complex issues.
SLAs & Entitlement Management
Define, track and enforce service level agreements with automated warnings and escalation actions. Entitlements control support access by customer, contract tier or product — ensuring the right level of service is delivered consistently.
Integrations & Extensions
Native integration with Outlook, Teams, SharePoint, Dynamics 365 Sales and Power Platform. We also configure third-party telephony connectors, ERP integrations, and custom Power Automate flows to connect your service desk with the rest of your business.
Real-Time Translation & Transcription
Break language barriers with real-time message translation and call transcription — enabling agents to support international customers without specialist language skills, and supervisors to monitor all interactions with full context.
Agentic service — powered by Microsoft AI
Dynamics 365 Customer Service includes a suite of AI agents that work autonomously alongside your team — automating the case lifecycle, maintaining knowledge and discovering customer intents continuously.
We configure and enable the right AI capabilities for your team as part of every implementation — ensuring adoption and measurable impact from day one.
Ask us about Copilot for ServiceCase Management Agent
Automates the full case lifecycle — from creation and classification through resolution and closure — reducing handle time and freeing agents to focus on complex, high-value interactions.
Customer Knowledge Management Agent
Keeps knowledge articles perpetually current by mining insights from case notes, resolution paths and conversation transcripts — so your knowledge base grows smarter over time, automatically.
Customer Intent Agent
Discovers and maps customer intents from conversations across all channels — enabling evergreen self-service bots and smarter routing rules that evolve with your customers' needs.
Quality Evaluation Agent
Monitors service quality across every interaction — from live agents to self-service bots — scoring conversations, flagging coaching opportunities and surfacing trends that drive continuous improvement.
How we deliver your Dynamics 365 Customer Service project
Discovery & Scoping
We map your current service processes, channel requirements, SLA structures, queue design and reporting needs — agreeing a clear scope and fixed project plan before work begins.
Configuration & Channel Setup
We configure case forms, routing rules, SLAs, entitlements, knowledge base, queues and any omnichannel connections — with Power Automate workflows and Power Pages portal where required.
Data Migration
We migrate historical cases, contacts, accounts and knowledge articles from your existing helpdesk or CRM — with full data profiling, field mapping, cleansing and validation before go-live.
Training & Go-Live
Role-based training for agents, supervisors and administrators. Supported go-live with our UK team on hand, followed by a hypercare period to resolve any post-launch issues quickly.
Ongoing Managed Support
Flexible retainers covering break-fix, configuration changes, release wave updates, new channel onboarding and reporting enhancements — keeping your service operation optimised as your business grows.
Dynamics 365 Customer Service pricing
Microsoft licensing prices shown. We advise on the right tier and can bundle licensing with our implementation services.
Customer Service Professional
£38.40
user/month, paid yearly (excl. VAT)
Core case management, knowledge management, SLAs, entitlements and basic self-service. Ideal for organisations starting their service journey on Dynamics 365.
- Case management & SLAs
- Knowledge base
- Microsoft 365 integration
- Basic self-service portal
Customer Service Enterprise
£80.70
user/month, paid yearly (excl. VAT)
Advanced service capabilities with omnichannel, AI-powered routing, Copilot for Service, embedded analytics and full Power Platform extensibility.
- Everything in Professional
- Copilot for Service
- AI-based unified routing
- Sentiment analysis & translation
- Embedded Power BI analytics
Customer Service Premium
£149.90
user/month, paid yearly (excl. VAT)
Integrated contact centre and agentic CRM service — combining Dynamics 365 Customer Service Enterprise with the full Contact Center for voice, digital channels and conversation intelligence.
- Everything in Enterprise
- Integrated Contact Center
- Voice & digital channels
- Conversation intelligence
- Real-time agent assist
* Prices are Microsoft's published UK prices and are subject to change. Contact us for a tailored quote including implementation services.
Why UK businesses choose MS Dynamics Consulting
for their Dynamics 365 Customer Service implementation
Microsoft Certified
Our consultants hold Microsoft Dynamics 365 certifications and stay current with every release wave update.
UK-Based Team
We're UK-based and understand the needs of UK SMBs — from Making Tax Digital to GDPR and local telephony requirements.
End-to-End Delivery
From licensing advice and configuration through data migration, training and post-go-live support — we handle the full project lifecycle.
SMB & Nonprofit Focus
We specialise in right-sized implementations for growing businesses and charitable organisations — pragmatic, cost-effective and built to last.
Frequently asked questions
Explore more Dynamics 365 apps
Customer Service works best alongside the wider Dynamics 365 suite.
Scroll each panel to explore our Dynamics 365 Customer Service expertise in depth.
Core Service Capabilities
Case Management
Create, track and resolve cases from a unified agent desktop across email, phone, live chat, SMS and social channels. Configurable case forms, statuses, priorities, queues, escalation rules and automated routing ensure every issue reaches the right person at the right time with full audit history.
Omnichannel Routing
AI-based unified routing classifies incoming work items by intent, sentiment, language and urgency — then assigns them to the best-suited agent or queue. Supports voice, live chat, SMS, WhatsApp, Facebook Messenger, Twitter/X and custom channels from a single supervisor view.
SLAs & Entitlement Management
Define, track and enforce service level agreements with automated warnings, pause-on-hold logic and escalation actions. Entitlements control support access and response commitments by customer tier, product or contract — ensuring the right level of service is delivered consistently and measurably.
Knowledge Management
Create, manage and surface knowledge articles at the point of need — for agents and customers alike. AI-powered search, version control, feedback loops and automatic article suggestions reduce handle time and empower self-service resolution via Power Pages portals.
Dynamics 365 Customer Service UK case management UK omnichannel routing SLA management Dynamics 365 knowledge management CRMAI, Copilot & Agents
Copilot for Service
AI-generated case summaries, suggested knowledge articles, drafted email responses and real-time conversation guidance — surfaced directly in the agent desktop, Outlook and Teams. Reduces average handle time and improves response quality without requiring agents to switch applications.
Case Management Agent
Automates the full case lifecycle from creation and classification through resolution and closure — reducing manual tasks on service representatives and ensuring consistent process adherence across the team.
Customer Knowledge Management Agent
Keeps knowledge articles perpetually current by mining insights from case notes, resolution paths and conversation transcripts — so your knowledge base grows smarter over time, automatically, without editorial overhead.
Customer Intent Agent
Discovers and maps customer intents from conversations across all channels — enabling evergreen self-service bots and smarter routing rules that evolve continuously with your customers' actual needs and language.
Quality Evaluation Agent
Monitors service quality across every interaction — from live agents to self-service bots — scoring conversations, flagging coaching opportunities and surfacing trends that drive continuous improvement in CSAT and first-contact resolution.
Copilot for Service UK AI customer service UK service agents Dynamics 365 Customer Service Enterprise Dynamics 365 Customer Service PremiumImplementation & Support
Service Process Design
We map your current service processes, channel requirements, queue structures, SLA tiers and escalation paths — then translate them into a Dynamics 365 configuration that reflects how your team actually works, not a generic out-of-the-box template.
Data Migration
Migration of historical cases, contacts, accounts and knowledge articles from legacy helpdesks including Zendesk, Freshdesk, ServiceNow, Salesforce Service Cloud, Zoho Desk, Jira Service Management and bespoke ticketing systems. Full data profiling, field mapping, cleansing and validation before go-live.
Integrations & Extensibility
Native integration with Outlook, Teams, SharePoint, Dynamics 365 Sales and Power Platform. Third-party telephony via certified channel integrations. Custom Power Automate flows, Dataverse plugins, PCF controls and Azure Function integrations to connect your service desk with ERP, billing and operations systems.
Post Go-Live Support
Monthly managed support retainers covering break-fix, configuration changes, release wave update testing, new channel onboarding, reporting enhancements and user training. UK-based team available Mon–Fri 09:00–18:00 GMT with defined SLA response times.
Dynamics 365 Customer Service implementation UK Customer Service consultant UK helpdesk migration Dynamics 365 Zendesk to Dynamics 365 D365 Customer Service support UKReady to simplify your operations?
Whether you're starting fresh or improving an existing system — our Microsoft-certified consultants are here to help. No obligation, no hard sell.