Deliver omnichannel support with case management and knowledge bases, and let AI agents triage routine cases and resolve them within limits you set.
Microsoft Dynamics 365 Customer Service is a comprehensive cloud-based platform that empowers support teams to resolve cases faster, reduce costs, and deliver consistent customer experiences across every channel. It brings together case management, knowledge bases, SLA tracking, and AI-powered assistance in a unified agent workspace.
Support teams of 5 to 500+ agents handling customer queries via email, phone, chat, or social channels. Organisations needing SLA compliance, knowledge management, and a unified view of every customer interaction. Businesses looking to deflect cases with self-service portals and AI-driven virtual agents.
Dynamics 365 Customer Service is where service cases arrive. Our AI agents take routine cases from triage to resolution inside it, using the same method they use on IT tickets, and pass the rest to your service team. See agentic IT operations.
A service case follows the same path as an IT ticket: triage, diagnosis, a fix and a reply to the customer. Our AI agents run that path in Dynamics 365 Customer Service. Your service team handles the cases that need a person, with the groundwork already done.
We run AI agents from ticket to resolution in IT operations, and the method carries over to service cases. The results below come from clients' own line-of-business applications, not from Dynamics 365 Customer Service projects.
AI agents classify each new case, set its priority, merge duplicates and attach the order and account history your team needs.
For routine cases, AI agents find the answer in your knowledge base and order data, draft the reply and close the case within agreed limits. Anything outside those limits goes to a person with the evidence attached.
When a case turns out to be an invoice dispute, AI agents pull the invoice, order and delivery records from the finance system and prepare the credit note or the evidence. People approve every credit.
AI agents spot cases the knowledge base could not answer and draft new articles for your team to review and publish.
IT operations · PE-backed business
£7m
Added to annual EBITDA
70% Leaner IT organisation
Finance operations · PE-backed group
£32m
Annual savings
450+ FTE of capacity released
Clients are anonymised at their request. See all results.
Create, track, and resolve cases with automated routing, queue management, and configurable business process flows.
Author, publish, and search knowledge articles with AI-powered suggestions that surface the right answer at the right time.
Meet customers on their preferred channel — email, phone, live chat, SMS, social media, and self-service portals — from a single agent workspace.
Deploy Copilot Studio agents to handle routine queries, collect information, and hand complex issues to your service team with the full conversation attached.
Microsoft Dynamics 365 Customer Service is licensed per user per month with two main tiers plus a Team Member option. Enterprise unlocks Copilot AI, unified routing, and the ability to add omnichannel engagement. Veriland Consulting helps you choose the right licence mix.
| Feature | CS Professional | CS Enterprise | Team Member |
|---|---|---|---|
| Case Management | Read-only | ||
| Knowledge Base | Read-only | ||
| SLA & Entitlements | |||
| Copilot AI Assistance | |||
| Omnichannel Add-on | Add-on | ||
| Copilot Studio | Add-on | ||
| Unified Routing | |||
| Custom Entities | 15 | Unlimited | |
| Starting Price (per user/month) | ~£37 | ~£71 | ~£6 |
Prices are approximate and subject to Microsoft licensing terms. Omnichannel capabilities require an add-on licence. Contact us for a tailored quote.
Most organisations start with Customer Service Enterprise for Copilot AI and unified routing, adding the Omnichannel add-on for live chat and social channels. Get a tailored licensing quote.
Choosing the right customer service platform is a critical decision. Here is how Dynamics 365 Customer Service compares with other popular service desk solutions used by UK organisations.
| Feature | D365 Customer Service | Zendesk | Freshdesk | ServiceNow | Intercom |
|---|---|---|---|---|---|
| Native M365 Integration | |||||
| Built-in AI (Copilot) | |||||
| Knowledge Management | |||||
| Omnichannel (chat, social, voice) | |||||
| Virtual Agents / Chatbots | Add-on | Add-on | |||
| CRM & ERP Integration | |||||
| Power Platform Extensibility | |||||
| UK Data Residency |
Comparison based on publicly available feature information. Individual capabilities may vary by edition and licensing.
Switching service desk platforms can feel daunting. These are the most common migration paths Veriland Consulting supports.
Full ticket history migration, knowledge base transfer, macro and trigger recreation in D365 workflows, and agent retraining with role-based adoption plans.
Ticket and contact migration, SLA policy mapping, automation rule recreation, and integration repointing to your existing tech stack.
Shared mailbox migration, case queue configuration, SLA policy definition, and training to establish structured service workflows.
Call logging migration, case categorisation setup, knowledge base creation, and omnichannel expansion to chat and self-service.
Every migration includes parallel running, data validation, agent training, and post-go-live hypercare support. Discuss your migration with us.
Dynamics 365 Customer Service connects with the tools your support team already uses. Native Microsoft integrations work out of the box, and the Power Platform ecosystem enables custom connections without code.
Need a custom integration? Veriland builds bespoke connectors using Azure Integration Services for complex, high-volume data flows. Learn more about our integration services.
Dynamics 365 Customer Service is not a one-size-fits-all solution. Veriland tailors implementations to match the specific support workflows and compliance requirements of each industry.
Client query management, project-related support tickets, SLA tracking for managed services, and knowledge sharing across teams.
Order enquiry management, returns processing, omnichannel support across web chat, social, and email.
Service request intake, field dispatch coordination, asset tracking, and warranty/entitlement management.
Citizen enquiry management, FOI request tracking, multi-channel engagement, and compliance reporting.
Veriland Consulting makes switching to Dynamics 365 Customer Service straightforward. Our proven methodology minimises disruption and maximises agent adoption.
Assess current support processes, ticket volumes, SLA performance, and technology landscape to identify improvement opportunities.
Configure D365 Customer Service to match your case categories, routing rules, SLA policies, and reporting requirements.
Migrate ticket history, knowledge articles, and contact records; connect to CRM, ERP, and communication channels.
Role-based training for agents, supervisors, and admins with adoption KPI tracking and ongoing support.
Microsoft Dynamics 365 Customer Service is a cloud-based platform for managing customer support operations. It includes case management, knowledge bases, SLA tracking, omnichannel engagement, and AI-powered Copilot assistance — all within a unified agent workspace integrated with Outlook and Teams.
D365 Customer Service offers two main tiers: Professional at approximately £37 per user per month and Enterprise at approximately £71. The Omnichannel add-on for live chat, social, and voice channels is an additional cost. Veriland Consulting can help you optimise your licence spend.
Yes. Veriland Consulting has experience migrating organisations from Zendesk to Dynamics 365 Customer Service. We handle ticket history migration, knowledge base transfer, workflow recreation, and agent retraining.
Omnichannel engagement allows agents to handle customer interactions across email, phone, live chat, SMS, and social media from a single workspace. Conversations are routed intelligently based on skills, availability, and priority, and agents see full context regardless of channel.
Copilot is Microsoft's AI assistant embedded in D365 Customer Service Enterprise. It drafts contextual responses, summarises case threads, suggests knowledge articles, and detects customer sentiment in real time. It helps agents resolve cases faster with less effort.
D365 Customer Service includes a built-in knowledge management system where you can author, review, and publish articles. Copilot AI automatically surfaces relevant articles during case handling. Articles can also be exposed via self-service portals to deflect cases.
Yes. D365 Customer Service integrates with Copilot Studio and Azure Bot Service to deploy AI chatbots that handle routine queries, collect customer information, and escalate complex issues to live agents with full conversation context preserved.
D365 Customer Service supports configurable SLA policies with escalation rules, entitlement tracking, and real-time dashboards. SLAs can be applied based on case type, customer tier, or channel, and agents receive automatic warnings as deadlines approach.
Yes. Customer Service Professional provides core case management and knowledge base capabilities for smaller teams. As your support operation grows, you can upgrade to Enterprise for Copilot AI, unified routing, and omnichannel add-ons without re-platforming.
D365 Customer Service includes built-in dashboards for case volume, SLA compliance, agent performance, and customer satisfaction. Enterprise adds AI-driven topic clustering and sentiment analysis. Power BI integration enables advanced custom reporting.
Octavia Housing Association upgraded from Dynamics CRM 8.0 to the latest Dynamics 365 Customer Service and launched a React Native mobile app — giving 5,000+ residents self-service access to rent accounts, repairs, and communications.
Great Western Hospitals NHS Foundation Trust partnered with Veriland to deploy Microsoft HoloLens 2 with Dynamics 365 Remote Assist and the VeriLens Immersive Info IP — enabling multi-disciplinary clinical teaching, remote patient consultations, and real-time data sharing during the Covid-19 pandemic.
XenVit deployed Dynamics 365 Finance & Operations across multinational operations and fine-tuned an open-source LLM on Azure to transform sales, marketing and customer service.
Book a free discovery call to see how Dynamics 365 Customer Service can improve resolution times and customer satisfaction.
Or call us directly: 01625 569 777
