Dynamics 365 Customer Service. Resolve faster. Retain longer.
One platform for case management, SLA tracking, and omnichannel communication. Fixed price implementations with senior consultants. Native integration with Business Central and D365 Sales.
Support your customers across every channel
Dynamics 365 Customer Service is Microsoft's platform for managing customer support at scale. Cases come in from email, chat, phone, and social media. They get routed to the right agent, tracked against SLAs, and resolved with full visibility.
Your agents work from a unified workspace that shows the complete customer history. What they bought, previous cases, outstanding orders, and communication across every channel. Copilot for Service suggests responses and summarises case histories so agents spend less time searching and more time resolving.
Case Management
Create, route, and resolve cases with full tracking from first contact to closure.
SLA Management
Define response and resolution targets. Automated escalation when SLAs are at risk.
Omnichannel
Email, live chat, phone, social, and messaging in one unified agent workspace.
Self Service
Knowledge base and customer portal so customers resolve common issues themselves.
What D365 Customer Service delivers for your business
Case Management
Create, route, and track support cases from initial contact to resolution. Automatic assignment based on skills, workload, and priority.
SLA Tracking
Define service level agreements and track compliance in real time. Automated escalation ensures nothing falls through the cracks.
Knowledge Base
Build a searchable knowledge base for self service. Agents surface relevant articles during case handling. Customers find answers without waiting.
Omnichannel Support
Manage support across email, live chat, phone, social media, and messaging from a single agent workspace. Unified conversation history across every channel.
Copilot for Service
AI suggested responses, case summarisation, and knowledge base drafting. Agents resolve cases faster with context surfaced automatically.
Analytics and CSAT
Track customer satisfaction, agent performance, resolution times, and trending issues. Power BI dashboards built into the platform.
Support, sales, and operations in one ecosystem
D365 Customer Service connects to Sales for full customer context and to Business Central for order history, invoicing, and product data. Your support team sees the complete picture without switching between systems.
Case arrives
Customer contacts you via email, chat, or phone. A case is created and routed automatically.
Full context
Agent sees sales history from D365 Sales and order data from Business Central.
Resolved and tracked
Case resolved against SLA. Satisfaction tracked. Insights feed back to the business.
Extend your Dynamics 365 platform
Customer service obligations in the Australian market
Australian Consumer Law sets statutory guarantees and complaint handling standards that customer service teams need to operate inside. D365 Customer Service configured for Australian operations builds these obligations into agent workflows rather than relying on individual judgement.
ACL statutory guarantees
The Australian Consumer Law provides statutory guarantees that override most contractual exclusions, including acceptable quality, fitness for purpose, and supply by description. These guarantees create automatic remedy obligations. D365 Customer Service workflows surface guarantee status at case creation so agents handle entitlement correctly the first time.
ACCC enforcement reality
The Australian Competition and Consumer Commission actively enforces consumer law with infringement notices, court enforceable undertakings, and Federal Court proceedings. Service teams need consistent records of complaint handling because ACCC investigations review the documentary trail. D365 builds the trail automatically.
State fair trading authorities
Each Australian state has a fair trading authority that handles consumer complaints: NSW Fair Trading, Consumer Affairs Victoria, OFT Queensland, Consumer Protection WA, CBS South Australia, Access Canberra ACT, Consumer Affairs and Fair Trading Tasmania, and Consumer Affairs NT. Cases can escalate through these channels independently of internal SLA.
Industry ombudsman schemes
Many Australian industries operate independent dispute resolution schemes: AFCA for financial services, TIO for telecommunications, EWON for NSW energy and water, EWOV for Victorian energy and water, EWOQ for Queensland. Cases referred to an ombudsman create binding determinations. Case records in D365 form the evidence pack.
AS/NZS 10002 complaint handling
AS/NZS 10002:2022 is the Australian and New Zealand standard for complaint management in organisations. It sets principles for accessibility, responsiveness, objectivity, and continuous improvement. D365 Customer Service workflows can be configured to evidence each principle in case lifecycle metadata.
Notifiable Data Breach scheme
Customer service teams handle personal information at scale and create data breach risk. The Notifiable Data Breach scheme under the Privacy Act 1988 requires organisations to assess a suspected breach within 30 days, and to notify the Office of the Australian Information Commissioner and affected individuals as soon as practicable where the breach is eligible and serious harm is likely. D365 audit logging supports the eligible breach assessment.
Common questions about D365 Customer Service
What is the difference between D365 Customer Service and D365 Sales?
D365 Sales manages your pipeline, leads, and deals. D365 Customer Service manages what happens after the sale. Cases, support tickets, SLAs, and customer satisfaction. They share the same data model so your support team sees the full customer history.
Does Customer Service integrate with Business Central?
Yes. Customer Service connects to Business Central for order history, invoicing status, and product information. Your support team can see what a customer purchased, when it was delivered, and whether there are outstanding invoices without switching systems.
Does D365 Customer Service include AI features?
Yes. Copilot for Customer Service suggests responses, summarises case histories, drafts knowledge base articles, and helps agents resolve issues faster. It learns from your existing data to improve over time.
How long does implementation take?
A typical D365 Customer Service implementation takes 4 to 10 weeks depending on the number of channels, agents, and integrations required. Omnichannel deployments with chat, email, and social take longer than email only setups.
How much does Customer Service implementation cost?
Every implementation is fixed price. Cost depends on the number of agents, channels, customisation requirements, and integrations. Contact us for a specific quote.
Ready to improve your customer support?
Book a free discovery call. We will discuss your support requirements and show you how D365 Customer Service fits your business. Fixed price, no obligation.