Dynamics 365 Customer Service

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Efficient case management that strengthens customer relationships

Customer service is one of the most important touchpoints in any organization. Every case is an opportunity to build trust, resolve issues efficiently, and create a positive customer experience. With Dynamics 365 Customer Service, we help you bring together customer dialogue, case management, and knowledge into a single platform – where agents are equipped with the right support and customers experience consistent, professional service across all channels. At Consid, we don’t just focus on the tool, but on how customer service actually works in everyday operations.

When customer service becomes a challenge

Many organizations experience customer service characterized by:

multiple channels without a unified customer view
cases that get stuck or are passed between teams
limited visibility into history and previous interactions
difficulties in tracking quality, response times, and workload
reliance on individual employees’ knowledge

The result is longer lead times, stressed agents, and an inconsistent customer experience.

Customer service that works – for both the customer and the organization

With the right structure and support in place, customer service can become a strategic asset.

We help you create a solution where you:

gain a complete view of the customer and all previous interactions
manage cases efficiently, in a structured and traceable way
ensure consistent responses and a uniform level of service
give agents the right conditions to perform at their best
gain insights that enable continuous process improvement

Customer Service then becomes more than reactive support – it becomes a key part of the customer journey.

A complete solution for modern customer service

What Dynamics 365 Customer Service enables

Dynamics 365 Customer Service is built for organizations that handle large volumes of cases, multiple channels, and high demands for quality and follow-up. The platform provides support for:

Structured case management – cases are collected, prioritized, and followed up in a consistent way regardless of channel.

Multichannel customer dialogue – handle cases via channels such as email, chat, and forms, with a unified view for the agent.

Knowledge support and self-service – build a knowledge base that supports both agents and customers, while reducing unnecessary cases.

AI support and automation – identify patterns, suggest solutions, and automate recurring tasks to free up time.

Monitoring and insights – track response times, workload, case types, and quality – and use the data to support decision-making.

How we work with Customer Service solutions

Our approach includes:

1. Current state analysis and target vision – what does your customer service look like today, and what role should it play going forward?

2. Processes and ways of working – a clear structure for case flows, responsibilities, prioritization, and escalation.

3. Configuration and implementation – customization of Dynamics 365 Customer Service based on your needs and real-world conditions.

4. Integration with CRM and other systems – customer service should be connected with sales, marketing, ERP, and other parts of the CRM ecosystem.

5. Change management and training – ensuring the solution is adopted, understood, and delivers impact.

6. Management and continuous development – ongoing improvement based on data, feedback, and evolving business needs.

Part of an integrated CRM ecosystem

Customer Service works best when it is an integrated part of the CRM platform. Together with Dynamics 365 Sales, Customer Insights, and Power Platform, we create solutions where information is shared across teams, customers don’t have to repeat themselves, and the organization acts in a coordinated way. This leads to better experiences – both internally and externally.

Who is it for?

We support both private and public organizations with high demands for availability and quality, traceability and follow-up, as well as efficiency and scalability.

Whether you have an established customer service function or are facing a larger transformation, we meet you where you are.

Want to know more?

Would you like to explore how your customer service can evolve with the support of Dynamics 365 Customer Service? Get in touch with us, and we’ll get back to you shortly.