What is Microsoft Dynamics 365 Customer Service?

Microsoft Dynamics 365 Customer Service is an omnichannel service platform that helps organisations manage, route, and resolve customer enquiries across every channel. It gives agents a unified view of the customer, automates case handling, and uses AI to predict customer needs — so teams can exceed expectations at scale.

What channels does Dynamics 365 Customer Service support?

Dynamics 365 Customer Service supports email, phone, live chat, SMS, social media, and self-service portals in a unified agent workspace. All interactions are logged against a single customer record, enabling agents to see the full history of any customer regardless of which channel they used to make contact.

How does AI and Copilot enhance Customer Service?

Microsoft Copilot in Dynamics 365 Customer Service surfaces relevant knowledge articles, drafts response suggestions, and summarises case histories in real time. AI analyses customer sentiment, predicts escalation risk, and automates repetitive tasks — reducing average handling time and enabling agents to focus on complex, high-value customer interactions.

Can customers resolve issues without speaking to an agent?

Yes. Dynamics 365 Customer Service includes self-service portals and AI-powered virtual agents that handle common queries automatically. Customers can raise cases, check status, and find answers in a branded portal 24/7. Where the virtual agent cannot resolve an issue, it seamlessly escalates to a live agent with full context.

How does it support field service and remote assistance?

Dynamics 365 Customer Service integrates with Field Service and Remote Assist, enabling frontline workers to resolve issues on-site or remotely using augmented reality on HoloLens, Android, or iOS. This reduces unnecessary site visits, speeds up resolution times, and supports the transition from reactive to proactive service models.

How does TEKenable implement Dynamics 365 Customer Service?

TEKenable designs, configures, and deploys Dynamics 365 Customer Service end-to-end, including channel setup, AI activation, knowledge base configuration, and agent workspace customisation. Our agile delivery approach ensures rapid deployment and measurable outcomes, with ongoing support available after go-live to continuously optimise your service operations.

Microsoft Platform – Microsoft Dynamics 365 – Customer Insights

Empower your Organisation with Customer Insights (Marketing)

Embrace the transformative potential of TEKenable’s Dynamics 365 Customer Insights offering. Empower your organisation to deliver outstanding customer experiences, establishing the groundwork for crafting genuinely personalised, agile, and cohesive customer journeys across sales, marketing, and service divisions.

Copilot Microsoft
Dynamics 365 Customer Insights

We rapidly design, develop, and deploy a line of business applications often with little or no bespoke software, a low code/no code approach.

What can you do with Microsoft Dynamics 365 Customer Insights?

ENGAGE CUSTOMERS IN REAL-TIME

Enable real-time trigger-based customer journeys via email, text, or push notifications, ensuring timely, personalised responses to customer actions across channels.

WIN CUSTOMERS AND EARN LOYALTY FASTER

Real-time customer journeys span every touchpoint, delivering a seamless end-to-end experience.

PERSONALISE CUSTOMER EXPERIENCES WITH AI

Transform insights into action with AI-driven recommendations for content, channels, and analytics. Seamlessly integrate data segments and profiles for deeper customer understanding.

GROW WITH A UNIFIED, ADAPTABLE PLATFORM

Seamlessly tailor and integrate with your existing tools. Streamline compliance and accessibility management.

Have you implemented marketing automation?

Marketing Automation improves your lead management and prioritisation, resulting in a better ROI. Businesses report up to 77% more conversions and 4.5 times more sales leads when using Marketing Automation.

This allows you to automate processes and create personalised journeys across all touchpoints to:

Strengthen Relationships

Earn Loyalty

Score More Leads

Nurture leads, take actions based on insights, and enhance your marketing activities

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Customer Success Stories

”TEKenable provided end to end expert technical advice throughout our major project to deliver fully integrated student grant administration systems for the Irish Government. From the original TEKenable architecture design concept, supporting us through complex public procurement and project governance frameworks and during the systems analysis, development, testing and implementation stages, the TEKenable team’s service delivery has been reliably and reassuringly available, comprehensive, agile and professional”

Paul Spring

ITC Manager

Microsoft Dynamics 365 Customer Insights Frequently Asked Questions:

What is the difference between Customer Insights – Data and Customer Insights – Journeys?

Customer Insights – Data unifies and enriches customer data from multiple sources to create a single customer profile.

Customer Insights – Journeys enables real‑time, personalised customer journeys across channels such as email, SMS and digital touchpoints.

What does Dynamics 365 Customer Insights do out of the box?

Customer Insights provides out‑of‑the‑box capabilities for customer data unification, segmentation, real‑time journey orchestration, multi‑channel engagement, analytics and consent‑aware communications.

What channels does Customer Insights support for customer engagement?

Customer Insights – Journeys supports multi‑channel engagement including email, SMS, digital messaging and event‑driven interactions, with real‑time personalisation based on customer behaviour.

How does Customer Insights work with Dynamics 365 Sales and Customer Service?

Customer Insights integrates with Dynamics 365 Sales and Customer Service through Microsoft Dataverse, allowing customer profile data, interactions and insights to be shared across sales, service and marketing teams.

Does Customer Insights integrate with external data sources?

Yes. Customer Insights – Data is designed to ingest and unify customer data from multiple internal and external sources to create a consolidated customer profile.

Does Customer Insights include AI and Copilot capabilities?

Customer Insights includes AI‑driven capabilities such as real‑time personalisation, behavioural insights and analytics, with Copilot features supporting content creation and journey design depending on configuration and licensing.

What is the difference between Customer Insights – Data and Customer Insights – Journeys?

Data unifies and enriches customer data from multiple sources to create a single customer profile. Journeys enables real‑time, personalised customer journeys across channels such as email, SMS and digital touchpoints.

What does Dynamics 365 Customer Insights do out of the box?

What channels does Customer Insights support for customer engagement?

Customer Insights – Journeys supports multi‑channel engagement including email, SMS, digital messaging and event‑driven interactions, with real‑time personalisation based on customer behaviour.

How does Customer Insights work with Dynamics 365 Sales and Customer Service?

Does Customer Insights integrate with external data sources?

Yes. Customer Insights – Data is designed to ingest and unify customer data from multiple internal and external sources to create a consolidated customer profile.