Best-practice D365 Customer Service configuration
Pre-built case types, queues, SLAs, and dashboards tuned to how B2B and B2C service teams actually resolve issues.
Customer Service Offer D365 Accelerators
D365 Customer Service Accelerator: Resolve Faster. See Everything. Serve Better.
A fixed-fee, fixed-scope deployment of Dynamics 365 Customer Service with case management, knowledge base, service-level workflows, and Copilot for Service activated to help agents resolve issues faster from the start. Your service team is live, productive, and AI-assisted in weeks.
The Problem
Why Customer Service Projects Stall
Most service implementations try to map every channel, queue, SLA, and escalation path before anyone touches the system. The result is a long project cycle, a bloated statement of work, and a go-live date that keeps slipping. Agents stay in legacy ticketing, supervisors stay in spreadsheets, and Copilot gets pushed to a future phase that never arrives.
Scope
What's Actually Included
The D365 Customer Service Accelerator is fixed-fee and fixed-scope. You know exactly what you're getting before you commit. Every item below is included, nothing is left for a change order.
Case and knowledge data migration
Cases, contacts, accounts, and knowledge articles mapped and moved from your current ticketing or service platform.
Copilot for Service activated on day one
AI-generated case summaries, draft responses, and knowledge article suggestions live when your agents log in.
AI-driven sentiment and intelligent routing
Sentiment analysis and skills-based routing make sure the right case gets to the right agent at the right priority.
Role-based training
Hands-on training for agents, supervisors, and admins on both the platform and Copilot capabilities.
Go-live and early adoption support
We stay through stabilization so case handling issues get resolved before they become adoption or CSAT problems.
Delivery Rhythm
How the Customer Service Accelerator Works
Three phases. A predictable path to go-live. Fixed scope from kickoff to stabilization.
Timeline: Most Customer Service Accelerators complete in 6 to 10 weeks depending on data complexity, channel count, and team size. The exact timeline is confirmed during scoping, before you sign.
1. Scoping and Alignment
Confirm the configuration, queues and SLAs, data sources, and training plan. Document scope and sign off on the fixed fee before any build starts.
2. Configure, Migrate, and Enable
Best-practice configuration is stood up, cases and knowledge are migrated from your current system, and Copilot for Service is activated in your Microsoft 365 tenant.
3. Go-Live and Enablement
Agents, supervisors, and admins are trained by role, go-live is supported in real time, and early adoption is monitored through stabilization.
Outcomes
What Your Team Gets on Day One
You don't get a half-configured queue and a training deck. You get a productive, AI-assisted service team in weeks, with a platform ready to evolve as you learn what else it needs to do.
- Agents working in the system on day one, not months later
- Copilot for Service summarizing cases, drafting responses, and surfacing knowledge
- Unified case view across channels, tied to the full customer record
- Sentiment-aware routing so priority cases reach the right agent quickly
- A platform ready for Phase 2 customization informed by real usage
Industry Applications
Where the Customer Service Accelerator Fits Best
The D365 Customer Service Accelerator fits any organization whose service team handles cases across channels and wants Copilot assisting agents from day one. These are the industries where we see the strongest fit.
Financial Services
Regulated service environments where case traceability, consistent responses, and knowledge compliance protect both the customer and the institution.
Healthcare & Life Sciences
Patient, provider, and member service teams that need a unified case view with documented handling inside HIPAA-aligned controls.
Retail & Consumer Goods
High-volume, multichannel service operations where Copilot draft responses and sentiment routing drive faster resolution and stronger CSAT.
Technology & SaaS
Technical support teams resolving product and integration issues, where knowledge suggestions and case summaries cut time-to-resolution.
Why TrellisPoint
A Partner Built for Outcomes
TrellisPoint is a Microsoft Solutions Partner with 17+ years of Dynamics 365 implementation experience. We're built for outcome-based delivery, not billable hours.
Fixed fee, fixed scope
Every Accelerator is priced and scoped up front. No surprise change orders, no runaway budgets.
AI from day one
Copilot is not a future project. It is activated and configured as part of the initial deployment.
Land and expand
The Accelerator is step one in a long-term engagement. Phase 2 customization is informed by real usage, not workshop guesses.
Microsoft-first standards
Every configuration aligns to Microsoft's security and governance model. No workarounds, no technical debt.
Pricing & Scope
D365 Customer Service Accelerator
TrellisPoint's Customer Service Accelerator is a fixed-fee, fixed-timeline D365 implementation designed for mid-market support teams. Every package includes Copilot AI, SLA tracking, and the core capabilities your team needs to transform service delivery.
Tier Comparison
Scroll to compare →
| Small | Medium | Large | |
|---|---|---|---|
| Engagement | |||
| Investment | $55K–$72K | $88K–$115K | $140K–$180K |
| Timeline | 8 weeks | 12 weeks | 16 weeks |
| Agents | 1–15 | 16–40 | 41–100 |
| Service Configuration | |||
| Channels | Email routing | Email + Chat + SMS | Email + 2 digital channels |
| Knowledge Base | – | 50 articles | 150 articles |
| Portal | – | Standard portal | Branded portal |
| AI / Copilot | Copilot standard | Copilot standard | Copilot + sentiment routing |
| SLAs | Standard SLAs | Custom SLAs | Custom SLAs |
* All pricing is DRAFT and subject to final scoping. Prices shown are estimated ranges.
Guarantees
- Fixed fee: no scope surprises, no change orders for in-scope work
- Fixed timeline: go-live dates guaranteed in writing
- Copilot from Day 1: AI is included in every tier, not a Phase 2 add-on
- Microsoft-certified team: TrellisPoint consultants with 100+ D365 CS implementations
What Comes Next: D365 Evolve
Your Accelerator gets you live. D365 Evolve keeps you optimized. Our Phase 2 continuous improvement program includes ongoing Copilot tuning, KB expansion, advanced analytics, and quarterly roadmap reviews. Ask your TrellisPoint advisor for details.
Common Questions
Customer Service Accelerator FAQ
The questions service leaders ask before they commit. If yours isn't here, ask your TrellisPoint advisor.
What if we're migrating from a ticketing system that isn't on the pre-approved list? We migrate cases, contacts, and knowledge from any source system. Pre-approved integrations only govern live integrations.
Data migration is included from any source system. The pre-approved integration list applies to live integrations we wire up at go-live, not to the source ticketing platform you're moving off of. If you're coming from Zendesk, Freshdesk, ServiceNow, Salesforce Service Cloud, or a legacy in-house tool, we map and migrate cases, contacts, accounts, and knowledge articles as part of your tier's standard scope.
Which channels does the Accelerator support, and can we add more later? Small includes email. Medium adds chat and SMS. Large adds two more digital channels. More can be layered in via D365 Evolve.
The Small tier configures email routing. Medium adds chat and SMS. Large covers email plus two additional digital channels of your choice from the supported list. Channels beyond what your tier includes (and voice/IVR specifically, which is not included in any tier) can be added through D365 Evolve after stabilization, scoped against your real channel volume rather than guessed up front.
Can we keep our existing knowledge base structure, or do we have to rebuild it? We migrate your existing articles. Categorization may be re-mapped to D365's hierarchy if your current structure doesn't match.
Existing articles migrate into D365 Knowledge. The article body, title, and basic metadata carry over. Where your current categorization or taxonomy doesn't map cleanly to D365's structure, we re-map during migration so the navigation works for agents and Copilot suggestion accuracy stays high. Medium and Large tiers include 50 and 150 article migrations respectively.
Do we need Microsoft 365 already in place to run Copilot for Service? Yes. Copilot for Service requires the right Microsoft 365 and Copilot licensing. We confirm before signing.
Copilot for Service requires Microsoft 365 with the appropriate Copilot license attached. We'll confirm your licensing during scoping and flag any gaps before signing. If you don't have the right SKUs yet, we can help you procure them through TrellisPoint or your existing reseller before kickoff.
What's not included in the fixed fee? Microsoft licensing, voice/IVR, custom integrations beyond the pre-approved list, deeply custom development, and Phase 2 work.
The fixed fee covers configuration, case and knowledge migration, channel setup per tier, Copilot activation, training, and stabilization support. It does not cover Microsoft 365 or Dynamics 365 licensing (you procure those separately), voice/IVR channels, custom integrations beyond the pre-approved list, deeply custom development, or post-stabilization Phase 2 work. Phase 2 is handled through D365 Evolve, a separate continuous-improvement engagement.
What happens after the go-live and stabilization period ends? Most service teams move into D365 Evolve for continuous Copilot tuning, KB expansion, and channel additions.
The Accelerator gets your service team live and stable. After that, most clients move into D365 Evolve, where we expand channels, tune Copilot prompts against real case data, grow the knowledge base, and add advanced analytics. From there, the AI Value Engine can extend AI into specific service workflows with governance and measurable ROI.
The D365 Accelerators Program
One of Three Accelerator Offers
The D365 Customer Service Accelerator is one of three offers in the D365 Accelerators program. Pick the one that matches where your team needs to move first, and layer additional Accelerators as your business grows.
- D365 Sales Accelerator ›
Get your sales team selling, not waiting.
- D365 Field Service Accelerator ›
Dispatch smarter. Complete faster. Bill accurately.
After go-live, most clients move into D365 Evolve, a continuous engagement where we build the integrations, automations, and customizations informed by real usage. From there, the AI Value Engine extends AI into specific business processes with governance and measurable ROI.
Get Started
Ready to Get Your Service Team Live?
Schedule a conversation to confirm fit, timeline, and fixed-fee scope. We'll be upfront about whether the Customer Service Accelerator is the right starting point, or whether a different Accelerator fits your business better.