{"id":4462,"date":"2026-02-27T09:12:56","date_gmt":"2026-02-27T08:12:56","guid":{"rendered":"https:\/\/nabsolutions.com\/us\/?page_id=4462"},"modified":"2026-03-30T02:51:57","modified_gmt":"2026-03-30T06:51:57","slug":"what-is-dynamics-365-customer-service","status":"publish","type":"page","link":"https:\/\/nabsolutions.com\/us\/crm\/dynamics-365-customer-service\/what-is-dynamics-365-customer-service\/","title":{"rendered":"What is Dynamics 365 Customer Service?"},"content":{"rendered":"\r\n\r\n
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\r\n What is Dynamics 365 Customer Service? <\/h1>\r\n

\r\n Dynamics 365 Customer Service delivers modern, AI\u2011driven customer service with faster case handling and better customer experiences across every channel.\r\n <\/p>\r\n \r\n \r\n \r\n Free Consultation <\/a>\r\n \r\n <\/header>\r\n\r\n \r\n

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\r\n \"Microsoft\r\n <\/div>\r\n
\r\n \r\n 315 <\/span>\r\n \r\n % <\/span>\r\n <\/div>\r\n

\r\n An independent Forrester study shows that companies implementing Microsoft Dynamics 365 Customer Service achieve up to 315% ROI, with payback in less than one year. <\/p>\r\n \r\n <\/span>\r\n Read the study <\/a>\r\n <\/div>\r\n

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\r\n Security <\/p>\r\n

\r\n Your data is protected with industry-leading security from Microsoft <\/h2>\r\n \r\n <\/span>\r\n arrow_right_alt<\/i>\r\n <\/a>\r\n <\/div>\r\n
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\r\n \"Copilot\r\n <\/div>\r\n
\r\n Eliminate manual processes with AI. Microsoft Copilot streamlines your workday. <\/h5>\r\n \r\n Discover Copilot <\/a>\r\n <\/div>\r\n
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\r\n Talk to us <\/p>\r\n

\r\n Want to talk to a CRM expert? <\/h2>\r\n \r\n <\/span>\r\n arrow_right_alt<\/i>\r\n <\/a>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\n\n\r\n
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\n World-leading <\/p>\n

\n Microsoft is a Leader in the Gartner Magic Quadrant for Customer Service <\/h3>\n \n <\/header>\n\n \n <\/div>\n <\/div>\n
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\n \"Microsoft\n \n \n
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\n SUPERIOR PRODUCTIVITY <\/p>\n

\n Handle cases directly in Outlook, collaborate in Teams, and work efficiently in familiar Microsoft apps. <\/h3>\n \n <\/header>\n\n \n <\/div>\n <\/div>\n <\/div>\n \n \n \n
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\n CRM experts <\/p>\n

\n With over 20 years of experience working with Microsoft and a proven delivery methodology, we ensure successful outcomes \u2014 every time. <\/h3>\n \n <\/header>\n\n \n <\/div>\n <\/div>\n
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\n AI at the forefront <\/p>\n

\n With Copilot, you get the most powerful AI capabilities on the market. <\/h3>\n \n <\/header>\n\n
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\r\n What Dynamics 365 Customer Service actually does for your customer service <\/h2>\r\n <\/header>\r\n \r\n
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\r\n accessibility<\/i>\r\n <\/div>\r\n \r\n\r\n

\r\n Easy to use \u2013 for the entire team <\/h4>\r\n \r\n

\r\n A customer service system should support daily work, not create friction. Dynamics 365 Customer Service is built for intuitive use, with a familiar interface that integrates seamlessly with Outlook, Teams, and the web.\r\n

Result:<\/strong> faster onboarding, higher adoption, and more efficient case handling. <\/p>\r\n \r\n <\/header>\r\n <\/div>\r\n

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\r\n AI support that accelerates case resolution <\/h4>\r\n \r\n

\r\n Copilot helps customer service agents summarize cases, suggest next best actions, and find the right knowledge at the right time \u2014 reducing manual work and enabling faster responses.\r\n

Result:<\/strong> shorter resolution times and higher quality in every case. <\/p>\r\n \r\n <\/header>\r\n <\/div>\r\n

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\r\n Extension<\/i>\r\n <\/div>\r\n \r\n\r\n

\r\n Seamless omnichannel customer service <\/h4>\r\n \r\n

\r\n Manage all customer interactions in one unified flow \u2014 regardless of whether they come from email, phone, chat, social media, or forms. Customers get a consistent experience, every time.\r\n

Result:<\/strong> improved customer satisfaction and fewer lost cases. <\/p>\r\n \r\n <\/header>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\n\n\r\n

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\r\n automation<\/i>\r\n <\/div>\r\n \r\n\r\n

\r\n Automation that reduces workload <\/h4>\r\n \r\n

\r\n Recurring tasks, workflows, and follow-ups can be automated with rules, flows, and AI-based recommendations. Customer service scales without increasing headcount.\r\n

Result:<\/strong> lower costs and more time for complex cases. <\/p>\r\n \r\n <\/header>\r\n <\/div>\r\n

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\r\n trending_up<\/i>\r\n <\/div>\r\n \r\n\r\n

\r\n A platform that grows with your business <\/h4>\r\n \r\n

\r\n Dynamics 365 Customer Service can be used on its own or together with other Dynamics 365 apps and the Power Platform. Adapt the solution to your processes \u2014 not the other way around.\r\n

Result:<\/strong> a long-term solution that evolves as your business changes. <\/p>\r\n \r\n <\/header>\r\n <\/div>\r\n

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\r\n security<\/i>\r\n <\/div>\r\n \r\n\r\n

\r\n Secure data on a stable foundation <\/h4>\r\n \r\n

\r\n All customer data is handled on Microsoft\u2019s cloud platform with built-in security, compliance, and high availability \u2014 providing a secure foundation for AI, automation, and data-driven decision-making.\r\n

Result:<\/strong> stable operations, protected customer information, and higher data quality. <\/p>\r\n \r\n <\/header>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n<\/section>\n\n\n

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\n Always included in Dynamics 365 Customer Service <\/h2>\n \n \n <\/header>\n\n
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\n Complete customer and case overview <\/h4>\n \n

\n All customer data, case history, and ongoing activities gathered in one place \u2014 in real time.\r\n <\/p>\n <\/header>\n <\/div>\n

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\n Integration with Outlook and Teams <\/h4>\n \n

\n Handle cases, collaborate, and communicate directly in the tools your team already uses.\r\n\r\n\r\n <\/p>\n <\/header>\n <\/div>\n

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\n Case management, prioritization, and analytics <\/h4>\n \n

\n Built\u2011in structures for workflows, prioritization, and reporting that give you control in day\u2011to\u2011day operations.\r\n <\/p>\n <\/header>\n <\/div>\n

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\n Real-time insights into cases and service performance <\/h4>\n \n

\n Track workload, resolution times, SLAs, and customer satisfaction with continuously updated data.\r\n\r\n\r\n <\/p>\n <\/header>\n <\/div>\n

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\n Full history of all customer interactions <\/h4>\n \n

\n Complete traceability across email, chat, calls, and previous cases \u2014 nothing gets lost.\r\n\r\n\r\n <\/p>\n <\/header>\n <\/div>\n

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\n AI support for summaries, response suggestions, and follow-ups <\/h4>\n \n

\n Copilot helps agents work faster and more accurately in every case.\r\n <\/p>\n <\/header>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/section>\n\n\r\n

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\r\n Jens Mattsson, CRM Specialist on Customer Service <\/h2>\r\n <\/header>\r\n \r\n
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\r\n \u201cCopilot makes AI truly usable in customer service. It\u2019s not about replacing people \u2014 it\u2019s about giving them better conditions to help customers faster and with greater accuracy.\r\nFor companies looking to build a long-term customer service function, Dynamics 365 Customer Service is a very strong choice. It provides a stable foundation that makes it possible to scale, automate, and continuously develop the customer experience as new demands emerge.\u201d <\/p>\r\n \r\n \r\n Contact us <\/a>\r\n \r\n \"NAB\r\n \r\n

\r\n Jens Mattson <\/p>\r\n \r\n

\r\n CRM Specialist, NAB Solutions <\/p>\r\n <\/header>\r\n <\/div>\r\n <\/div>\r\n<\/section>\n\n\n\n\n

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\n Get started with CRM <\/p>\n

\n Are you ready to take the next step? Here we walk you through how to get started with your new CRM. <\/h3>\n \n \n <\/span>\n arrow_right_alt<\/i>\n <\/a>\n <\/header>\n\n
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\n What to consider when switching CRM <\/p>\n

\n Switching CRM is one of the most important steps you can take to help your company grow, work smarter, and stay strong in the future. <\/h3>\n \n \n <\/span>\n arrow_right_alt<\/i>\n <\/a>\n <\/header>\n\n
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\n NAB \u2013 A trusted partner <\/p>\n

\n As your partner, we\u2019re with you every step of the way\u2014from the first meeting to a successful launch. If you want to make additional adjustments or need support after launch, you can feel confident that we\u2019re always just a call away. <\/h3>\n \n \n <\/span>\n arrow_right_alt<\/i>\n <\/a>\n <\/header>\n\n \n <\/div>\n <\/div>\n <\/div>\n \n \n <\/div>\n <\/section>\n\n\n\n
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\n Go deeper <\/p>\n \n

\n How do you choose the right customer service platform? <\/h2>\n\n \n arrow_right_alt\n <\/i>\n <\/div>\n <\/a>\n \n \n
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\n Explore more <\/p>\n \n

\n Get started with Dynamics 365 CRM <\/h2>\n\n \n arrow_right_alt\n <\/i>\n <\/div>\n <\/a>\n \n \n
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\n Ready to make a decision? <\/p>\n \n

\n Talk to an expert and get started! <\/h2>\n\n \n arrow_right_alt\n <\/i>\n <\/div>\n <\/a>\n <\/div>\n <\/div>\n <\/section>\n\n\n\r\n\r\n
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\r\n Learn more about Microsoft\u2019s Customer Service <\/h2>\r\n <\/header>\r\n\r\n \r\n
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\r\n Implementing Dynamics 365 Customer Service \u2014 structure, measurement, and pace <\/span>\r\n <\/h4>\r\n\r\n \r\n\r\n

\r\n Choosing the platform is important \u2014 but how you start determines the outcome. Here\u2019s a practical approach to implementing Dynamics… <\/p>\r\n \r\n <\/header>\r\n \r\n

\r\n Read more <\/p>\r\n <\/a> \r\n \r\n

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\r\n When is Microsoft Customer Service the right fit \u2014 and what needs does it solve best? <\/span>\r\n <\/h4>\r\n\r\n \r\n\r\n

\r\n A service platform is an investment. Here you\u2019ll get guidance to determine whether Dynamics 365 Customer Service fits your volumes,… <\/p>\r\n \r\n <\/header>\r\n \r\n

\r\n Read more <\/p>\r\n <\/a> \r\n \r\n

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\r\n How Microsoft Customer Service works in practice \u2014 from channel to resolution <\/span>\r\n <\/h4>\r\n\r\n \r\n\r\n

\r\n Customer Service is more than a case register. Here\u2019s how channels, routing, knowledge, and AI work together to deliver faster… <\/p>\r\n \r\n <\/header>\r\n \r\n

\r\n Read more <\/p>\r\n <\/a> \r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\n\n\n

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\n FAQ <\/h2>\n <\/header>\n \n
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\n Why should we work with NAB? <\/h3>\n arrow_circle_down<\/i>\n <\/a>\n\n
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At NAB Solutions, we\u2019re more than a vendor \u2014 we\u2019re a partner. That means we start with your business, not the product. We focus on understanding your needs, goals, and challenges to create solutions that actually solve them, rather than selling features you don\u2019t need.
\nWith long experience, proven methods, and hundreds of successful projects, we know what works in practice. And we support you all the way \u2014 from strategy and implementation to day\u2011to\u2011day use and continuous development.<\/p>\n <\/span>\n <\/div>\n <\/div>\n <\/div>\n

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\n How can Dynamics 365 Customer Service be tailored to our business needs? <\/h3>\n arrow_circle_down<\/i>\n <\/a>\n\n
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Dynamics 365 Customer Service can be customized with tailored processes, automations, and dashboards to match your specific workflows and customer service requirements.<\/p>\n <\/span>\n <\/div>\n <\/div>\n <\/div>\n

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\n Why should we work with Microsoft? <\/h3>\n arrow_circle_down<\/i>\n <\/a>\n\n
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Microsoft\u2019s ecosystem provides security, stability, and seamless integration across systems. This makes it easier to consolidate data, automate processes, and use intelligent tools like AI and analytics to improve customer service and business decisions. The platforms are also scalable and continuously updated, ensuring long\u2011term value as your business evolves.<\/p>\n <\/span>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n<\/section>\n\n\n\n

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\n Want to learn more about CRM, or are you ready to get started? <\/h2>\n \n

\n NAB Solutions are specialists in Microsoft Dynamics 365 CRM \u2014 combining deep expertise with proven, results-driven approaches that quickly create business value. Get in touch if you\u2019d like to learn more! <\/p>\n \n \n Contact us <\/a>\n \n <\/header>\n\n <\/div>\n<\/section>\n\n\r\n

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\r\n Get in touch! <\/h3>\r\n

\r\n Fill out the form and we\u2019ll get back to you shortly! <\/p>\r\n <\/header>\r\n\r\n

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