Improve your business’s efficiency with Microsoft & Azzure IT

Customer Engagement – Dynamics 365 for Customer Service

Microsoft Dynamics 365 for Customer Service lets your business strengthen customer loyalty by providing them with world-class customer service. By providing consistent care, you will be able to forge lasting relationships with your customers, leading to a better working environment, and a smoother lifetime between you and your customers.

Get a comprehensive view of your customer’s journey with Dynamics 365 for Customer Service. The app allows you to manage multiple customer conversations at once, letting you maintain full customer context and keep their history across all channels, delivering a fully omnichannel experience.

Today’s customers expect a unified experience, regardless of which channel they are using to interact with your business.

Dynamics 365 for Customer Service gives your business a 360-degree view of your customer. This includes a full history of interactions, user preferences, and relevant customer information enables agents to engage with the consistency and personalisation that customers expect.

Make sure your team learns from every interaction. Dynamics 365 for Customer Service helps your people continuously improve, while reducing costs by using data and intelligence to transform how you provide service.

Guide your agents to the right outcomes with innovational AI-driven insights. Creating virtual agents empowers your managers with actionable insights. You can also quickly on-board new members of staff and keep them up to date on new features and your business’s best practices, with in-app learning.

Customer Centricity

A key priority across all lines of business

In a world where companies have only a few minutes to make a lasting impression, organisations need to do more than simply compile customer data – they need to derive actionable insights and get those insights into the hands of every employee who interacts with customers.

Understand with this guide how providing a single source of truth that surfaces a 360-degree view of your customers can drive between 5 and 15 percent revenue growth.

Microsoft Dynamics 365 for Customer Service Pricing

If your business simply wants Microsoft Dynamics 365 for Customer Service as a single, stand-alone app then this is possible, with two different tiers available to you:

  • Dynamics 365 for Customer Service Professional – £37.50 per user, per month.
  • Dynamics 365 for Customer Service Enterprise – £71.60 per user, per month.

Professional and Enterprise Licensing differences

Professional Licences

The Professional version of Microsoft Dynamics 365 for Customer Service has some limitations when compared to the Enterprise version and full Customer Engagement Plan, but is available for nearly half the cost.

You still get access to case and knowledge management, Power BI and an unlimited number of named users, exactly the same as the other two, more expensive plans. The Dynamics Portal and PowerApps are available as add-ons, but the Unified Service Desk, Embedded Intelligence and Service Gamification are unavailable with the Professional licensing model.

Price: £37.70 per user, pm


Click to expand

Enterprise Licences

While the Enterprise licence costs slightly more a month, you do get a significant increase in functionality in comparison to the Professional licence. In addition to the access you get as part of the Professional licence, you also have access to Service Gamification, Embedded Intelligence and Customer Insights to help your business make more informed decisions. Also, if your business has 10 Enterprise user licences, you get access to the Dynamics Portal, giving you a clear and full view of all your customers and a smoother management process.

Price: £71.60 per user, pm

See how D365 for Customer Service can help your business get closer to your customers

Fill in the form below and a member of our team will be in contact to talk to you about your business needs, and how D365 for Customer Service can help.