Microsoft Dynamics 365 Customer Service Enterprise empowers businesses to provide a branded, personalized self-service experience that leverages an organized, searchable knowledge base to deliver consistent, up-to-date answers.

• Professional Edition offers Case Management, Knowledge Management, Mobile access, Leads creation, Microsoft Power BI, Office 365 Integration, and limited Customization capabilities (up to 15 new entities). Portal, PowerApps2, Dynamics 365 for Customer Service Insights, Dynamics 365 Customer Insights and Microsoft Forms Pro are available as add-on only.
• Enterprise Edition offers Unified Service Desk, Embedded Intelligence, Service Gamification, PowerApps 2, D365 Customer Service Insights, Microsoft Forms Pro, Portal and unlimited Customization in addition to the capabilities already listed in Professional Edition. Both chat for Dynamics 365 and Dynamics 365 Customer Insights are available as add-on only.

• Make it easy to find answers through self-service, community, or social channels. Intelligently route cases from any channel to the right agent for quick resolution.
• Automate resolution and free up agents for high-value interactions. Built on the most powerful AI customer service framework in the market, service bots are smart, fast, and always available.
• Keep customers happy by avoiding service and support issues. Analyze data from connected devices and take action before warning signs become a problem.
• Intelligent automation dynamically guides agents to the right actions by surfacing relevant information exactly when they need it through a single interface.
• Deliver value at every touchpoint. A 360-degree view of each customer’s journey enables agents to anticipate needs and personalize every interaction.
• Empower agents to be more productive and avoid escalations. Agent-facing bots use contextual data about customers and your business to make smart recommendations.
• Use service and support as an upsell or cross-sell opportunity by empowering agents with machine learning driven recommendations.
• Create opportunities to improve the service experience through direct survey feedback, discussion forums, and social listening.
• Improve service through targeted analysis of contact center operations and business-critical data. Promote optimal behavior with individual games and team competition.
• Quickly onboard new agents and keep them up to date on new features and identified best practices with tailored in-app learning that’s always available.
• Enable your sales team to collaborate and personalize sales documents with embedded Office 365 tools that fit the way they work.
• Optimize staffing levels and allocate resources based on popular channels, trending issues, and required skills to address fluctuations that occur daily and over time.
• Accelerate time to market and adapt the application to your needs with no-code visual editors and tools that make is easy to build and deploy web and mobile apps.
• Automate processes across Dynamics 365 applications and third-party systems for better engagement experiences.
• Reduce the cost, time, and complexity of operating a global infrastructure, and trust our state-of-the-art datacenters to safeguard your data.
• Transform your customer interactions with AI-powered insights that guide your teams to the right business outcomes.