Case Management Agent
Helps create and update cases automatically from customer conversations.
Dynamics 365 Customer Service
Every channel your customers use, resolved in one place
Email, chat, phone and social all arrive in a single case view, with Copilot helping reps find answers and reply faster. We license it, connect your channels, and support it.
- One case, every channel
- Copilot-assisted replies
- Smart routing
What it covers
Better service on every channel
Customers get faster answers wherever they reach out, and reps get the full picture without switching screens.
Unified case view
Email, chat, phone, social and portals all feed one case record.
Copilot-assisted resolution
Diagnose issues, find the right knowledge article and draft replies faster.
Smart routing
Send each case to the right person based on topic, skills and customer sentiment.
Self-service & bots
AI chatbots, voice menus and community portals that answer common questions any time.
Real-time translation
Talk to customers in their own language without hiring for every language.
Supervisor insights
Live dashboards, coaching opportunities and staffing forecasts for team leads.
AI agents & Copilot
Service agents that resolve more, faster
Prebuilt agents take on manual work across the case lifecycle, so your reps can focus on the conversations that need a person.
Customer Intent Agent
Works out what the customer needs and guides them, or the rep, to the right answer.
Customer Knowledge Management Agent
Turns resolved cases into knowledge articles, so answers are easier to find next time.
Quality Evaluation Agent
Reviews interactions against your quality standards to support coaching.
Agent and Copilot availability depends on your licences, region and Microsoft's release schedule. We'll confirm what's included for you.
How Tech Sarwar helps
One partner from licence to long-term support
As a Microsoft Partner and Indirect Reseller (CSP), we can supply your Dynamics 365 Customer Service licences and look after everything that follows.
License
The right licences for each type of user, supplied through our CSP agreement, with renewals and changes handled for you.
Implement
Configured around how your team works, with your data migrated and your people trained. How we implement
Support
Fixes, enhancements and guidance on each new release from a team that already knows your setup. Our support
Customer Service is often paired with Field Service for organizations that support customers both remotely and on site, or with Sales for one view of the customer.
Talk to a CRM expertDynamics 365 Field ServiceDynamics 365 CRM
FAQ
Questions about Dynamics 365 Customer Service
Can you license Dynamics 365 Customer Service for us?
Yes. As a Microsoft Indirect Reseller (CSP) we supply the licences, help you choose the right ones for each type of user, and manage renewals. For list prices, see Microsoft's Customer Service pricing page.
Which channels can we connect?
Email, live chat, voice, social messaging and self-service portals can all feed the same case view. We'll plan which ones to switch on first.
Can it work with our existing phone system?
Customer Service includes its own voice channel, and it can also connect to many existing contact-centre systems. We'll check what fits your setup.
Are the AI agents included?
Agent availability depends on your licences, region and Microsoft's release schedule. We'll confirm what's available to you and help you switch on the ones that make sense.
Thinking about Dynamics 365 Customer Service?
A short call gets you licensing advice and a realistic plan for getting started.