17+ Years ofOmnichannel support, AI-driven case management, and the self-service tools your team needs to resolve issues faster. TrellisPoint helps you go live on Dynamics 365 Customer Service and deliver exceptional customer experiences from day one.
Microsoft Dynamics 365 Customer Service is a cloud-based platform that helps support teams deliver faster, more consistent service across every channel. It unifies case management, omnichannel engagement, a shared knowledge base, and AI-driven insights so agents resolve issues quickly and customers can help themselves when they prefer. Copilot and AI virtual agents are built in, so automation and agent assistance are active alongside the core platform rather than added later.
Dynamics 365 Customer Service Capabilities
Six capabilities that show up in every support team's daily workflow. Each one moves a case forward, from the channel it arrives on to first response to resolution.
Email, chat, voice, SMS, social, and virtual assistant all flow into a single agent workspace, so context follows the customer no matter how they reach out.
AI-powered virtual agents resolve common inquiries instantly and hand off to a human only when the issue actually needs one, freeing your team for complex, high-value work.
Automated workflows, SLA tracking, and rule-based escalations move every case forward, from first contact to resolution, without relying on someone remembering to follow up.
A shared knowledge base gives agents accurate answers fast and powers the self-service deflection that keeps routine questions off the queue entirely.
AI-based routing classifies each issue as it arrives and assigns it to the best-suited agent automatically, improving first-call resolution without a manager manually triaging the queue.
Branded self-service portals and AI assistants let customers track cases, find answers, and resolve common issues on their own, without waiting in a queue for an agent.
Four capabilities that come together to make Dynamics 365 Customer Service the place support teams actually work, rather than a system they route around.
Increase first-call resolution with AI-based routing that classifies issues and assigns them to the best-suited agent.
Reduce costs by building on existing capabilities and interoperating with your other business applications, all on a single platform.
An omnichannel insights dashboard puts AI-driven conversation and channel analytics, plus KPIs, all in one place.
Gain insight from customer interactions and journeys to personalize offers, recommendations, and follow-up.
Both groups get tools tuned for their day. Managers see what to coach and where SLAs are at risk. Agents see the full customer context and what to do next.
Independent Forrester Total Economic Impact research found that AI-assisted case management and automation produce measurable returns for organizations that adopt Dynamics 365 Customer Service.
Dynamics 365 Customer Service sits inside the same Microsoft cloud as Office, Teams, LinkedIn, and Azure. Integration is configuration, not custom development.
Sync email and calendar with Outlook, collaborate in real time in Teams, and surface advanced reporting with Power BI, all tied to the customer record.
Account and contact intelligence renders inside the case record, so agents engage with customers in context without leaving Dynamics.
Use Azure AI for predictive insights while Power Platform tools like Power BI, Power Automate, and Power Apps streamline workflows and enable custom apps.
Coordinate back-office finance and inventory with real-time field service operations alongside Business Central.
TrellisPoint is a Microsoft Solutions Partner with 17+ years of Dynamics 365 implementation experience. We help you go from license to live, then keep the platform producing value as your service operation grows.
Curated long-form guides plus the latest from our blog on Dynamics 365 and Microsoft AI.
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Microsoft Dynamics 365 Customer Service is a cloud-based platform that helps support teams deliver consistent service across every channel. It centralizes case management, omnichannel engagement (email, chat, voice, SMS, social), a shared knowledge base, and self-service portals in one system, with AI-assisted tools through Copilot and virtual agents built in. Managers get SLA management, real-time analytics, and CSAT insights; agents get the full customer timeline, knowledge, and AI-suggested actions that reduce handling time.
It improves operations by automating routine work (case routing, escalations, follow-ups), deflecting common questions through self-service and virtual agents, and giving agents the knowledge and context to resolve issues faster. Managers gain real-time visibility into SLAs, workload, and CSAT, so they can balance staffing and coach against real conversation data. Forrester Total Economic Impact research has measured outcomes including a 40% reduction in average handling time, a 20% improvement in first-call resolution, and a 15% decrease in misroutes for organizations adopting the platform.
Yes. The platform is highly configurable, from case forms, queues, routing rules, and SLA definitions to dashboards and automated workflows. Built on an open, extensible platform, it lets you build on existing capabilities and interoperate with other business applications without leaving the Microsoft cloud. For deeper requirements, TrellisPoint extends it with Power Apps, Power Automate, and Azure services so the system matches your service model rather than forcing you to change it.
Native integration is included for Microsoft 365 (Outlook, Teams, Word, Excel), Power BI, LinkedIn Sales Navigator, Azure data services, and the Power Platform (Power Automate, Power Apps). It also coordinates with Business Central for finance and inventory and with Field Service for on-site work. For non-Microsoft systems, TrellisPoint configures pre-built connectors or builds custom integrations through Azure and the Power Platform.
TrellisPoint provides ongoing support after go-live, including admin assistance, enhancements, user training, and help adopting new features as Microsoft releases them. Our support plans give you a predictable way to keep the platform healthy and evolving as your service operation grows, so the system keeps producing value well past launch.
It provides a unified, 360-degree view of every customer by consolidating interactions across all channels into one timeline. Cases, conversations, and history live in a single record, so agents stop hunting across systems and managers get clean data for analytics and reporting. Built on the Microsoft cloud, it carries the same security, role-based access, and compliance posture as the rest of your stack, and connects to Power BI and Azure for deeper analysis.
The platform includes Copilot for agent assistance (case summaries, drafted responses, and knowledge lookups), AI-powered virtual agents that resolve routine inquiries, AI-based routing that classifies and assigns cases to the best-suited agent, and supervisor insights with conversation and sentiment analytics. Most of these capabilities are activated through licensing and configuration rather than custom development.