Dynamics 365 Customer Service provides seamless, end-to-end customer service experiences within a single solution built on the Microsoft cloud to deliver consistent, connected support across channels. Scale operations with Dynamics 365 Customer Service Professional by streamlining support with a solution that simplifies processes and improves customer experiences.
With Dynamics 365 Customer Service, automate self-service with virtual agents and rich knowledge-base portals and personalize customer interactions with tailored experiences. Take the guesswork out of case resolution using AI-driven productivity tools that equip agents with the right information at the right time and leverage AI-driven insights and analytics to improve agent and customer experiences.
Dynamics 365 Customer Service Enterprise
Dynamics 365 Customer Service Enterprise Licenses expand on the functionality of Customer Service Professional. In particular, the enterprise license grants use rights that give users the ability to schedule and dispatch service, create teams, and manage resources through integration with other Dynamics 365 applications such as Field Service and Project Operations, when the organization also licenses them.
When you license Customer Service Enterprise, you automatically become entitled to 2,000 Customer Voice responses per tenant per month, and you can buy additional response packs (in packs of 1,000 responses/tenant/month) as needed.
Unified routing provides intelligent and automated routing and assignment capabilities to customer service organizations. This allows organizations to use advanced capabilities such as multi-stage classification rules and automated assignment based on agent availability, capacity, or specialization. Routing records, excluding Chat and Digital Messaging conversation records, are subject to a licensed capacity. Customer Service Enterprise includes unified routing with 50 records per user per month.
Full Users leverage the majority of business apps’ functionality. They have also been referred to as “power users.” All licenses include automatic product updates.