MICROSOFT DYNAMICS 365 CUSTOMER SERVICE
Dynamics 365 Customer Service, built around your service operation.
When customer cases, knowledge, and service processes are disconnected, resolving issues becomes harder than it should be.
PrenticeWorx helps you implement and optimize Dynamics 365 Customer Service around your team, bringing customer information, case management, and service workflows together.
What’s getting in the way of better customer service?
Service teams need more than a place to record customer cases. They need reliable information, clearly defined responsibilities, and processes that help them resolve problems.
Your team spends too much time finding information
When customer history, service requests, and important information live across disconnected systems, representatives spend time searching instead of solving problems.
Cases get stuck between people and departments
Without clear ownership, escalation processes, and visibility into outstanding work, customer issues can move slowly or fall through the cracks.
Service quality depends on who handles the request
When knowledge and service procedures aren’t consistently available, customers can receive different answers to the same questions. Give your team a more reliable foundation for delivering consistent service.
FROM SERVICE REQUEST TO RESOLUTION
Give every customer request a clear path forward.
Dynamics 365 Customer Service connects case management, customer information, knowledge, and service processes. How you configure those capabilities determines how effectively they support your team.
Capture requests and establish ownership
Bring service requests into a consistent case-management process. Define priorities, responsibilities, and assignment rules so incoming work reaches the appropriate people.
Give representatives the context they need
Connect relevant customer information, previous interactions, and service history. Help your team understand what’s already happened before determining the next step.
Resolve, collaborate, and escalate
Give representatives access to useful knowledge and established service procedures. Define when cases require additional expertise, how escalations should work, and who owns the resolution.
Measure performance and improve
Track case activity, resolution progress, service commitments, and relevant performance indicators. Use that information to identify recurring problems and improve your service processes.
Need more than case management?
If your service operation also requires voice and digital customer engagement, explore Dynamics 365 Contact Center. It offers additional capabilities for managing customer conversations across channels, with licensing and integration options based on your environment.
THE PRENTICEWORX APPROACH
Better service starts with understanding how your team works.
Before configuring your service environment, we look at how your team manages customer issues.
Where do cases originate? How are responsibilities assigned? When should a request be escalated? Where do representatives look for answers? Which service metrics actually matter to your organization?
Understanding these details helps us determine how Dynamics 365 Customer Service should support your people, processes, and business objectives.
Understand the work.
Build around your team.
AI IN CUSTOMER SERVICE
Help your service team spend more time solving problems.
AI capabilities in Dynamics 365 Customer Service can help representatives understand cases, find relevant information, and prepare responses. The features available to your organization depend on licensing, configuration, and applicable product requirements.
Understand cases faster
Use supported AI assistance to summarize case details and relevant service information, helping representatives get up to speed before taking action.
Find relevant knowledge
Help representatives locate information from configured knowledge sources and use it to investigate customer questions. Reliable source information remains essential.
Prepare customer responses
Use supported AI assistance to draft customer communications. Representatives can review and refine suggested content before responding.
Make AI useful to your service operation.
Start with reliable knowledge, appropriate access, and clearly defined service processes. Evaluate which AI capabilities fit your environment and introduce them where they support the people doing the work.
FROM AI ASSISTANCE TO AI-POWERED SERVICE
AI that helps your service team do more.
Copilot
Helps your agents work
Summarize cases, find knowledge, draft responses, and assist with everyday service activities.
Agents
Help move service forward
Use AI-driven capabilities to support service processes, customer interactions, and repetitive work.
Custom AI
Built around your service operation
Extend Dynamics 365 with Microsoft’s AI ecosystem to create workflows around your customers, agents, and service processes.
HOW PRENTICEWORX HELPS
Experienced people.
Service solutions built around your business.
Your service operation depends on more than technology. Customer expectations, internal processes, reliable information, and the people resolving issues all influence how well your team performs.
PrenticeWorx combines Microsoft expertise with hands-on business experience to help you implement and improve Dynamics 365 Customer Service around your organization’s requirements.
New implementation
Start with your service requirements, existing workflows, and business priorities. Configure case management, knowledge, reporting, and other appropriate capabilities around the way your team supports customers.
Optimize what you already have
Evaluate your existing environment to identify opportunities to improve workflows, configuration, automation, reporting, and adoption. Focus on the changes that address your team’s operational challenges.
Integrations & custom development
Connect your service environment with the systems your organization relies on. Evaluate standard Microsoft functionality, available integrations, and custom development based on your business requirements.
Project recovery
When an existing implementation isn’t delivering what your team needs, start by identifying the underlying problems. Review your environment, establish priorities, and develop a practical plan for moving forward.
THE BUSINESS CASE
What’s the potential business impact of Customer Service?
A Microsoft-commissioned Forrester study found significant potential value from Dynamics 365 Customer Service, including strong ROI, faster case handling, and improved first-call resolution.
315%
ROI over three years
40%
Reduction in average handling time
20%
Improvement in first-call resolution
Source: Forrester Consulting, The Total Economic Impact of Microsoft Dynamics 365 Customer Service, commissioned by Microsoft, 2024.
Results are based on a composite organization from interviewed customers.
Dynamics 365 Customer Service pricing & licensing
Dynamics 365 Customer Service licensing depends on the capabiities your team needs, your existing Microsoft environment, and how your solution will be configured. We’ll help you understand your options and choose an appreach that makes sense for your business.
Professional
w/Annual Commitment & Upfront Payment
Enterprise
w/Annual Commitment & Upfront Payment
Premium
w/Annual Commitment & Upfront Payment
Frequently Asked Questions
Dynamics 365 Customer Service is a Microsoft application that helps organizations manage customer support cases, customer information, knowledge resources, service processes, and reporting. It provides tools for organizing service operations and supporting the people responsible for resolving customer issues.
Dynamics 365 Customer Service can help your team establish consistent case-management processes, access relevant customer information, manage knowledge, track service commitments, and gain visibility into service performance. The benefits depend on your implementation, processes, and team adoption.
Dynamics 365 Customer Service focuses on customer service management, including cases, knowledge, service processes, and customer information.
Dynamics 365 Contact Center provides additional capabilities for managing customer conversations across voice and digital channels. The applications can work together, and Customer Service Premium offers an integrated solution.
Yes. Dynamics 365 Customer Service supports integration with other Microsoft applications and can connect with additional business systems through appropriate integration approaches.
Your existing applications, data requirements, and available connectors will determine the necessary configuration or custom development.
PrenticeWorx provides Dynamics 365 Customer Service implementation and optimization services. An assessment of your current environment can identify opportunities to improve configuration, workflows, reporting, integrations, knowledge management, and adoption.
Implementation timelines vary based on your existing systems, service requirements, data migration, integrations, customization, and project scope.
Establishing your requirements and priorities is the first step toward developing a realistic implementation plan.
Dynamics 365 Customer Service offers AI-assisted functionality, including supported case summaries, knowledge assistance, and communication drafting. Feature availability depends on your licensing, configuration, and applicable product requirements.
Additional AI agents or specialized capabilities may require separate configuration or licensing.
Start by documenting how your organization currently handles service requests. Identify recurring problems, case ownership, escalation requirements, knowledge sources, reporting needs, and systems that must share information.
These details will help define your implementation requirements.
Go-live should be followed by user adoption, performance monitoring, and ongoing improvement. Your organization may need additional configuration, training, reporting adjustments, support, or integrations as service requirements evolve.
LET’S TALK ABOUT YOUR SERVICE OPERATION
Build a better foundation for customer service.
Whether you’re implementing Dynamics 365 Customer Service or improving an existing environment, start with a conversation about your team’s challenges and priorities.
Talk with PrenticeWorx about your service processes and what needs to happen next.