Customer service · Microsoft Dynamics 365
Every complaint lost in an inbox is a customer walking away
If requests arrive by email, WhatsApp, phone and social media with no shared record, nobody knows how many are open or how long they have been waiting. Dynamics 365 Customer Service centralizes cases, assigns owners and makes the service commitment your company takes on measurable.
Who it is for
Who this is for
For companies whose after-sales experience decides contract renewal or repeat purchase: field service, support, customer care and complaint handling. The decision usually comes from the head of service, the head of sales or the CEO, after losing a customer over a request nobody answered.
Signs you need it
- Requests come in through several channels and there is no single record of what is open.
- You cannot say how many cases are pending, who owns them or how long they have been waiting.
- Customers repeat their problem every time they speak to a different person.
- You committed to response times in a contract and have no way to prove you meet them.
- The team answers the same questions over and over because there is no knowledge base.
- You do not know how many people you need in peak season because you have no volume history.
Problems it solves
- Requests with no record and no owner
- Whatever arrives in a shared mailbox or on a personal phone does not exist as far as the company is concerned. With no case on record there is no owner, no deadline and no way to know what went unanswered.
- A customer who repeats their story at every contact
- When the history is not available to whoever picks up, the customer explains the problem from the beginning again. It is the most common complaint in any service operation and the easiest one to fix.
- Service commitments you cannot prove
- A service level agreement (SLA, the maximum time you commit to responding or resolving) with no system measuring it is a promise. At contract renewal, the lack of evidence is what you pay for.
- The same problem solved many times over
- With no knowledge base, each person researches what someone else already solved. The cost to serve stays high and the answer varies depending on who picks up.
- Assignment by availability, not by competence
- When cases are handed out at random or in the order they arrive, they land with people who cannot resolve them and get escalated several times before they close.
- Staffing the team blind
- With no volume history by channel and by period, workforce planning is done on intuition. The result is overload in peak season and idle capacity the rest of the year.
Capabilities by process
Case management
- A single record for every request, with its source, status and owner
- Full customer history and previous cases
- Classification by type, product, priority and reason
- Escalation rules and closure with a recorded reason
- Cases linked to contracts, products and installed equipment
Omnichannel service
- Email, phone, chat, messaging and social media in a single queue
- Conversation continuity when the customer switches channel
- Several simultaneous conversations handled per agent
- Business hours and automatic after-hours replies
Knowledge and self-service
- A knowledge base with approved, versioned articles
- Relevant articles suggested while the case is being handled
- A self-service portal to check status and resolve common cases
- Turning a case resolution into a reusable article
Routing and assignment
- Automatic classification and assignment by type and required skill
- Load balancing across agents and queues by specialty
- Automatic escalation as the deadline approaches
- Collaboration with internal experts from Microsoft Teams
Service agreements
- Service level agreements defined by customer, contract or priority
- Automatic measurement of first response and resolution times
- Alerts before the commitment expires
- Service entitlements by number of cases or by contracted period
Productivity and Copilot
- Case and conversation summaries for whoever picks the case back up
- Assisted drafting of email and chat replies
- Suggested solutions based on previous cases and articles
- Sentiment analysis and translation during the conversation
Analytics and planning
- Indicators for volume, resolution, reopening and satisfaction
- Case volume forecasting by season
- Workforce sizing based on history
- Executive dashboards in Power BI
Outcomes and KPIs
Nothing gets lost between channels
Every request is recorded as a case, with an owner and a deadline. Leadership can say how many cases are open and since when, at any moment.
Suggested indicators
- Cases recorded versus requests received
- Cases with no assigned owner
- Open cases by age
- Requests handled outside the system
Service commitments you can measure
Committed times are measured automatically and can be demonstrated at contract renewal, instead of being argued from each side’s perception.
Suggested indicators
- First response time compliance
- Resolution time compliance
- Cases escalated for breaching the deadline
Faster, more consistent resolution
With skill-based routing, available history and a knowledge base, the case reaches someone who can resolve it and the answer does not depend on who picks up.
Suggested indicators
- First contact resolution
- Number of escalations per case
- Average resolution time
- Case reopening rate
Cost to serve under control
Self-service and reusable knowledge absorb the repetitive volume, and the team concentrates on the cases that require judgment.
Suggested indicators
- Cases resolved through self-service
- Cases handled per agent
- Repeat questions on the same topic
Planning with data
Volume history by channel and period lets you size the team ahead of peak season instead of reacting during it.
Suggested indicators
- Variance between forecast and actual volume
- Cases waiting during demand peaks
- Team capacity utilization
How BETABOX works
Service operations assessment
We review where requests come in, who handles them, what is promised to the customer and what can be measured today. The initial assessment is 100% free.
Designing the service model
We define case types, priorities, queues, assignment rules, escalations and the service agreements the company can actually sustain. We do not configure commitments the operation cannot meet.
Configuration and channels
We configure case management, enable channels in stages and connect the solution to your ERP and Microsoft 365 so the agent sees the whole customer.
An initial knowledge base
We turn your team’s recurring solutions into approved articles and define the procedure for the base to grow with every case resolved.
Adoption and hands-on support
We train by role, stay with you through the first weeks of live operation and adjust the rules using the cases that show up in practice.
Measurement and continuous improvement
We periodically review the agreed indicators, identify the most frequent case reasons and work with you to remove their cause, not just to handle them faster.
Integrations
- Dynamics 365 Business Central: customers, products, invoicing and service orders
- Dynamics 365 Sales for continuity between the sale and after-sales
- Microsoft Teams for collaboration with internal experts
- Microsoft 365: Outlook, SharePoint and the company’s document base
- Power BI for service dashboards and Power Automate for escalation flows
- Copilot Studio for self-service agents over the knowledge base
- Telephony, messaging and third-party channels through connectors and integration
Security, governance and local adaptation
- Access to customer information
- Permissions by team, queue and case type. The agent reaches the history needed to resolve, without exposing commercial or financial information that is not theirs to see.
- Logging and auditing
- Every status change, assignment and communication is recorded. That is what lets you reconstruct what happened when a customer complains, and what supports compliance in an audit.
- Personal data and recordings
- We define retention policies for conversations, recordings and contact data. The legal requirements on recording and data processing in each country are validated with your legal counsel before the channel is enabled.
- Use of artificial intelligence assistants
- We define what an assistant may answer automatically, at what point a person steps in and how the customer is informed. Automated service without clear limits damages the relationship instead of improving it.
FAQ
Frequently asked questions
- What is Microsoft Dynamics 365 Customer Service?
- It is Microsoft’s application for managing customer support: case capture and tracking, service across multiple channels, a knowledge base, a self-service portal, service level agreements and indicators for the service operation.
- How is it different from service management in Business Central?
- Service management in Business Central is geared to the technical operation: contracts, service orders, spare parts and technician dispatch, with the accounting impact. Customer Service is geared to the relationship and the support experience: cases, channels, knowledge and service agreements. Many companies use both and integrate them.
- Can we start with email only and add channels later?
- Yes, and that is usually the recommended path. You enable the highest-volume channel first, stabilize the operation with cases, queues and service agreements, and then add chat, messaging or telephony in stages.
- How do we define the service level agreements?
- Based on what your operation can sustain with the team and the hours it has, not on what sounds good in a sales proposal. During design we agree on times by priority and case type, and the system measures them from day one.
- Do we need a knowledge base from the start?
- It does not need to be complete. You start with the most frequent case reasons and grow it by turning every useful resolution into an article. What matters is defining from the start who approves and maintains the content.
- Can Copilot answer our customers?
- It can assist the agent by summarizing the case, suggesting solutions and drafting replies, and it can handle common questions through a self-service agent. We define with you what gets answered automatically and at what point a person always steps in.
- How much do the licenses cost?
- Microsoft offers different license tiers and add-ons depending on the channels you enable. Cost depends on the tier, the number of agents and the terms currently available in your country: we prepare a quote with the configuration your operation needs.
- How long does the implementation take?
- It depends on the number of channels, the complexity of the assignment rules and the integrations required. We work in stages so case management is live before additional channels are added; the schedule is set once the assessment closes.
Can you say today how many customer requests you have open?
Request a service operations assessment. We review channels, times, commitments and capacity, and propose a service model you can measure. The initial assessment is 100% free.
Contact
Request a complimentary assessment
Tell us what your company needs and a BETABOX advisor will get in touch to schedule a call at your convenience. The initial assessment is 100% free of charge.
- +1 (754) 209-2071
- Bookings
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