Own the case
Keep requests, activities and customer context together with an assigned owner.
Dynamics 365 Customer Service
Give every case a clear next step.
Bring customer history, case ownership and useful knowledge into the way your service team works.
Consulting · Implementation · Integration · Support
Illustrative example
Customer context
Northstar Engineering
- Case
- CS-1042
- Channel
- Owner
- Service team
“Can you help identify the part we need?”
Case timeline
- Request captured
Customer message retained
- Assigned to product support
Ownership is visible
- Reviewing equipment details
Confirm model and serial number
- Resolve and record the outcome
Knowledge & next action
Replacement parts guide
Published knowledge
Please share the equipment model and serial number so we can identify the correct part.
Agent reviews before sending
Explore the review stepFrom an incoming request to an informed response.
Follow one case, with the customer context kept together.
Customer context
Northstar Engineering
- Case
- CS-1042
- Channel
- Owner
- Service team
“Can you help identify the part we need?”
Case timeline
- Request captured
Customer message retained
- Assigned to product support
Ownership is visible
- Reviewing equipment details
Confirm model and serial number
- Resolve and record the outcome
Knowledge & next action
Replacement parts guide
Published knowledge
Please share the equipment model and serial number so we can identify the correct part.
Agent reviews before sending
Current step
Keep the request and customer together
An email becomes a case with its original message and customer reference.
Intake team
- Customer
- Northstar Engineering
- Channel
- Case
- CS-1042
This example does not change a real record.
Select a stage to explore it. Review and approval steps always wait for your action.
Illustrative Customer Service example. Select a stage or play the example.
A useful workspace for every service role.
Keep the work clear for the person handling a case and the leader reviewing the queue.
Find approved guidance
Make useful knowledge easy to find, maintain and share.
See what needs attention
Review workload, service targets and exceptions with agreed views.
Build the service operation your team needs.
Start with the problems your agents and service leaders recognise.
Your challengeWhat we configureWhat you receive
Your challengeRequests get lost
What we configureCase creation, queues and routing
What you receiveClear ownership from the start
Your challengeCustomers repeat themselves
What we configureCustomer history and agreed integrations
What you receiveContext in one workspace
Your challengeResponse targets are unclear
What we configureSLAs, business hours and escalation rules
What you receiveVisible commitments and exceptions
Your challengeAnswers vary between agents
What we configureKnowledge structure and publishing
What you receiveApproved guidance teams can find
Your challengeBacklogs are hard to see
What we configureViews, reports and supervisor dashboards
What you receiveA shared picture of service performance
Useful AI. A better-prepared agent.
Introduce Copilot where it supports a real service task. Your team reviews the response.
- Summarise the case and bring key details into view.
- Help agents find relevant knowledge.
- Prepare a response for the agent to review.
Availability depends on licensing, configuration, data and region.
Configured with your people. Ready for daily work.
We agree the scope, test real service scenarios and prepare your team before launch.
- 1
Map the service process
Agree channels, ownership, service targets and success measures.
You receiveService blueprint - 2
Configure and connect
Set up queues, roles, knowledge and agreed integrations.
You receiveConfigured workspace - 3
Test with your team
Validate case scenarios, migrated data and access.
You receiveReadiness checklist - 4
Launch and hand over
Train users and agree cutover and support ownership.
You receiveUser guides and support plan
Connect the tools around the work
- Teams
- Outlook
- Power Automate
- Power BI
- Business systems
Need chat or voice? We assess Dynamics 365 Contact Center and channel licensing with you. Connections and permissions are agreed during discovery.
Keep the platform useful after go-live.
Support for your people, your application and its connections.
Discuss a support plan- L1 · User helpAccess, navigation and everyday questions.
- L2 · Application supportConfiguration, automation and application issues.
- L3 · EngineeringIntegrations, extensions and complex issues.
Coverage, ownership and response expectations are agreed together.
Before we start.
Can you improve an existing setup?
Yes. We review configuration, adoption, data and integrations first.
Do we need every channel?
No. Start with the channels and service processes your team needs.
What shapes the estimate?
Users, case processes, migration, integrations, channels and support.
Where does your service process slow down?
Bring one example request. We’ll help shape a practical next step.
Talk through your service setupName and email to start.