Case management
Turn customer issues into structured cases with ownership, history, priority, activity, and resolution tracked in one place from beginning to end.
Copilot puts your service knowledge to work
Give your service team faster access to the information already available to them. Copilot can help summarise cases, find relevant knowledge, draft responses, and reduce the time spent piecing together what has already happened.
Draft responses
Use your configured knowledge and case context to help prepare responses for email and chat, giving service teams a useful starting point while keeping a person in control.
Understand the case faster
Get concise summaries of case details and recent activity so someone picking up an issue can understand the context without reading every field, note, and interaction first.
Automate more of the routine
Use AI and automation to help classify, route, summarise, and progress service work, freeing your people to spend more time on the issues that need human judgement.
So, how can we help?
Exploring a new customer service platform, replacing an existing CRM, or trying to improve the way your current service operation works? We can help you work through the options.
Why Professional Advantage?
Customer service technology is only as good as the service behind it
A new system won’t fix a poor service process by itself. We start by understanding how enquiries enter your organisation, how work gets allocated, where information lives, what your customers expect, and where your people lose time today.
From there, we configure Dynamics 365 Customer Service around the way service should work: matching cases to the right people, structuring service levels, connecting useful customer information, and building a knowledge foundation that both your people and Copilot can actually use.
Because we also work across Dynamics 365 Sales, Business Central, Finance and Operations, Power Platform, Power BI, Microsoft 365, and the wider Microsoft ecosystem, we can help connect customer service to the rest of the customer and operational journey rather than leaving it as another silo.
And once you’re live, our support team is there to help keep everything working and evolving.
-
AI Business Solutions
Dynamics 365, Power Platform, and Microsoft 365, including the Copilot and agent work built on top of them. Earned on delivered projects, certified people, and customer outcomes.
-
Security
Identity, threat protection, data security, and compliance across the Microsoft cloud, assessed on real security work delivered for Australian organisations.
Frequently asked questions
Dynamics 365 Customer Service is centred on managing customer issues: cases, customer history, knowledge, service levels, routing, and the work your service team does to resolve them.
Dynamics 365 Contact Center extends the picture for organisations with more sophisticated contact-centre requirements, including advanced digital and voice engagement and contact-centre operations.
The two can work together, and the right combination depends on your channels, volumes, service model, and licensing requirements.
Not every organisation needs the same Customer Service licence or combination of related products. The right licensing depends on the capabilities your users need, the channels you want to support, and any AI or contact-centre functionality you plan to use.
We can help map the functionality to the people who actually need it before you commit to licensing.
Yes. Customer-facing self-service experiences can allow people to find knowledge, submit requests, and follow their service interactions without needing to contact your team for every update.
What that experience looks like depends on the portal and service architecture you choose.
AI works best when it has good information and clear boundaries.
We focus on the knowledge sources, processes, permissions, and governance behind Copilot so the system has useful material to work from and your people remain in control of what ultimately goes to the customer.
Dynamics 365 can support voice as part of a broader customer service and contact-centre environment. The exact architecture and licensing will depend on whether you need straightforward telephony integration or a more comprehensive contact-centre platform.
There isn’t a standard duration. A straightforward case-management implementation is very different from a multi-channel service transformation involving integrations, knowledge migration, automation, self-service, and contact-centre capabilities.
We scope the processes, people, data, channels, integrations, and change requirements first, then recommend an implementation approach that fits the organisation.
Explore the Dynamics 365 family
Dynamics 365 Customer Service is one part of a connected business platform. Bring it together with sales, field operations, finance, ERP, and commerce when the customer journey extends beyond the service team.
Microsoft Dynamics 365
See the complete Dynamics 365 family and understand which applications fit where.
Business Central
Finance, sales, service, inventory, projects, and operations in one ERP for growing organisations.
Finance and Operations
Enterprise finance, supply chain, manufacturing, warehousing, and operations for complex organisations.
Sales
Manage relationships, opportunities, pipeline, and AI-assisted selling in one place.
Field Service
Connect work orders, scheduling, technicians, assets, and customer information from office to field.
Commerce
Connect stores, e-commerce, point of sale, inventory, and fulfilment across retail channels.
Could Customer Service improve the way you support your customers?
Whether you’re replacing an existing service system, bringing disconnected channels together, or looking for a better way to manage cases and knowledge, we can help you work through the options.
Complete the form and one of our team will be in touch to discuss the next step.
- Call 1800 126 499
- Email [email protected]