Frequently Asked Questions

Do you have some doubts? Here are the answers to the FAQ to help you understand more about Dynamics 365 Customer Service. 

What is Dynamics 365 Customer Service?

Dynamics 365 Customer Service is a customer relationship management (CRM) solution part of the Dynamics 365 suite of business apps. It is designed to help organizations manage customer interactions and support activities, such as tracking customer complaints and issues, handling customer inquiries, and providing customer assistance through various phone, email, chat, and social media channels.


With Dynamics 365 Customer Service, businesses improve the customer experience and increase customer satisfaction by providing timely, accurate, and personalized support. It includes various tools and capabilities that enable companies to manage customer interactions effectively and efficiently, such as case management, knowledge management, service level agreements (SLA), and customer service portals.

Is it possible to connect the CRM with multiple platforms?

Yes, users can connect the CRM (customer relationship management) component of Dynamics 365 Customer Service with multiple platforms. Dynamics 365 is a flexible and customizable solution that can be integrated with several other systems and applications.


One way to connect Dynamics 365 Customer Service with other platforms is through connectors and integration tools. Dynamics 365 offers numerous connectors that allow companies to integrate with popular systems such as Salesforce, Google Calendar, and Microsoft Teams. 


Additionally, Dynamics 365 can be connected with other platforms using integration tools such as Azure Logic Apps, allowing businesses to build custom integrations and automate workflows. And also with the Dynamics 365 Customer Service API (Application Programming Interface), which enables developers to access and manipulate data in Dynamics 365 Customer Service programmatically.

Does Dynamics 365 Customer Service have a customer portal?

Yes, Dynamics 365 Customer Service includes a customer portal that allows organizations to provide self-service support to their customers. The customer portal is a web-based platform that enables customers to access information, track the status of their requests, submit support requests, and access other resources.


The customer portal can be customized to meet a business’s specific needs, including features such as a knowledge base, a case submission form, and a status tracker. Customers can access the portal through a web browser and can use it to get help with issues, ask questions, and find answers to common problems.

How to install Dynamics 365 Customer Service?

The steps and process for installing Dynamics 365 Customer Service will depend on the specific software version you are using, deployment options, and your company’s needs and technical capabilities.


It is recommended that you follow the instructions provided by Microsoft and consult with a qualified IT professional if you have any issues or concerns.

How many companies use Dynamics 365 Customer Service in the world?

Microsoft does not publicly disclose this information, making it difficult to determine how many companies use Dynamics 365 Customer Service. However, Dynamics 365 is a widely used business application suite that organizations of all sizes and industries worldwide implement, considered a leader in many areas.


Global companies like Visa, Coca-Cola, Heineken, Nokia, HP, Cat, and more have been using Microsoft Dynamics 365 solutions to improve their overall operations.

How much does Dynamics 365 Customer Service cost?

Microsoft Dynamics 365 Customer Service provides different costs and plans depending on the organization’s needs and goals:


  • Customer Service Professional

$50 per user/month

  • CS Professional as subsequent qualifying app

$20 per user/month

  • Customer Service Enterprise

$95 per user/month

  • CS Enterprise as subsequent qualifying app

$20 per user/month

  • Customer Insights

$1,500 per tenant/month

  • Insights as subsequent qualifying app

$1,000 per tenant/month


How do sales and marketing teams benefit from this tool?

Dynamics 365 Customer Service is a customer relationship management (CRM) platform developed to help sales and marketing teams manage customer interactions and data throughout the customer lifecycle. 

  • Enhanced customer data management:

    Centralize customer data in a single platform, making it easier to access and manage customer information while monitoring real-time performance data.

  • Improved customer segmentation:

    Segment customers based on different criteria, such as demographics, purchasing history, marketing initiatives results, and other characteristics. Sales and marketing teams can tailor their marketing efforts and sales pitches to better meet the needs of specific customer segments.

  • Better customer communication:

    Dynamics 365 Customer Service includes tools for managing customer interactions, such as email, phone, and chat, helping teams respond to customer inquiries and requests more efficiently and effectively.

  • Increased customer engagement:

    Leverage features for tracking customer interactions and providing personalized recommendations and offers, allowing sales and marketing teams to understand customer needs and preferences better and create more targeted and effective marketing campaigns.

Modulos 4

Key features

Dynamics 365  <br> Customer Service 2

Service management

  • Control, determine, and configure everything related to your business's customer service. Manage SLAs, schedules, parent-child case hierarchy, queues, policies, and more to quickly track and gather data across processes.
Dynamics 365  <br> Customer Service 3

Account management

  • Empower your agents by providing all the information they need using engagement timelines to find customer activity, notes, queries, and posts —centralized information to gain easy and quick access, thus improving customer satisfaction.
Dynamics 365  <br> Customer Service 4

Case lifecycle management

  • Manage and visualize your entire case lifecycle through interactive dashboards displaying general case information, SLAs, timelines, process flows, and relevant information to the case, such as agent notes and customer satisfaction scores.
Dynamics 365  <br> Customer Service 5

Knowledge management

  • Provide your customers with a knowledge-based portal where they can find the answers to frequently asked questions, articles, tutorials, and guides to improve productivity and customer experience.
Dynamics 365  <br> Customer Service 7

Omnichannel (Virtual Agent)

  • Allow customers to contact you where they feel more comfortable: email, chat, social media, phone calls, forums, virtual agents, self-service portals, and more while keeping all the data in a single place.
Dynamics 365  <br> Customer Service 8

Community portal

  • Create a self-service portal where customers can create, track and manage cases, check resolution times, agent assessment, frequent and new cases, and more in a user-friendly dashboard to improve customer relationships.
Dynamics 365  <br> Customer Service 9

Azure IoT

  • Shift your customer from reactive to proactive by enabling IoT diagnostics, device updates, and case management to detect issues before the customer notices. Utilize remote monitoring and updating to reduce downtime.
Dynamics 365  <br> Customer Service 10


  • Get AI insights and KPI summary with Dynamics 365 Customer Insights. Check performance metrics, trends, support issues, customer feedback, and operational data —group support topics to suggest effective responses based on historical data and more.



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