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Dynamics 365 Customer Service: resolve requests faster.

Dynamics 365 Customer Service brings requests from phone, email, chat and portal together as cases in one place. NAVAX implements it close to the standard, connected to your CRM and ERP.

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At a glance

What is Dynamics 365 Customer Service?

Dynamics 365 Customer Service is Microsoft's customer service software and part of Microsoft Dynamics 365. It brings requests from all channels together as cases, routes them to the right agents and puts knowledge articles, customer history and Copilot directly into the workspace. Because it works on the same data as Dynamics 365 Sales and Field Service, sales, service and field service see the same picture.

Who
NAVAX, Microsoft Solutions Partner for Business Applications.
What
Consulting and implementation of Dynamics 365 Customer Service: case management, knowledge base, routing, channels, Copilot and AI agents.
For whom
Companies whose service team handles requests today across inboxes, phone and a separate ticketing system.
Outcome
Every request as a case with a history, clear ownership and a service team that finds knowledge instead of searching for it.
Why NAVAX
More than 30 years of experience with business software, more than 330 employees, and implementation of Dynamics 365 CRM and Business Central from one source.
Challenges

Three common service problems and how Dynamics 365 Customer Service solves them.

Requests on too many channels, knowledge in individual heads and too much manual work per case.

  1. Requests come in through many channels

    Today

    Customers call, write emails or use the chat. Every request lands somewhere else, and nobody sees what has already been discussed. Customers explain their issue twice.

  2. Knowledge sits in individual heads

    Today

    Only one colleague knows the fix for a known problem. When she is out, the search starts over. New employees take a long time before they can resolve cases on their own.

  3. Too much manual work per case

    Today

    Summarizing conversations, drafting replies, creating and closing cases: it all takes time that is missing for customers. How well service is running only becomes clear when someone complains.

Study

What Customer Service delivers economically.

A study by Forrester Consulting commissioned by Microsoft calculated the benefits of Dynamics 365 Customer Service. These are not NAVAX results.

  1. Study commissioned by Microsoft
    315% ROI over three years
  2. Basis

    Forrester Total Economic Impact, March 2024, with interviews at five companies that use Customer Service.

  3. Model

    A composite organization with 500 service agents, calculated over three years.

  4. Result

    315% ROI, payback in under six months, 40% shorter call handling time.

Who it is for

Is Dynamics 365 Customer Service right for your service team?

An honest assessment up front. If more of the right-hand column applies, we will tell you so in the first conversation.

Tap the statements that apply to you.

A good fit if …

Another route is better if …

Your result
Nothing selected yet.

Select the statements above that apply to you. This is where you will see whether a conversation is worth it.

Services

What NAVAX does for your customer service.

From choosing the right edition and implementation to the connection with Sales, Field Service and Business Central. Where the standard is not enough, you extend Customer Service with your own AI agents.

  • A woman smiling at a meeting table with coffee cups and water glasses

    Consulting and first conversation

    We look at how your service team works today: channels, roles, processes and data sources. From that we clarify whether Professional, Enterprise or Premium fits you and which area you start with.

    ProfessionalEnterprisePremium
  • Two colleagues talking in front of a large digital whiteboard

    Customer Service implementation

    We set up Dynamics 365 Customer Service close to the standard: cases, queues, routing, knowledge base and the channels you need. That keeps the system stable and easy to extend.

    • Queue management
    • Automatic routing of service requests
    • Reporting and analysis of service processes
    Case managementRoutingKnowledge base
  • A man and a woman working on laptops at a bright meeting table

    Connected to Sales, Field Service and Business Central

    Customer Service works on the same data foundation as Dynamics 365 Sales and Field Service. If someone needs to go on site, the case becomes a work order for field service. Customer data from Business Central can be synchronized through Microsoft's standard integration, and NAVAX is also a Business Central partner.

    More about Field Service
    Dynamics 365 SalesField ServiceBusiness Central
  • A man leaning against a table with two laptops, laughing

    Extension with Copilot Studio

    In addition to the agents included, you build your own AI agents with Copilot Studio, tailored to your processes and data, for example for answers in self-service.

    More about Copilot Studio & AI agents
    Copilot StudioAI agents
  • Two colleagues working together at one screen

    Support after go-live

    After the project, your system stays in our care: NAVAX Customer Service is our support offering for running Dynamics 365 day to day.

    • Customer and service portal, available around the clock
    • Remote support
    • Prioritized ticket handling
    More about NAVAX Customer Service
    NAVAX Customer ServiceSupport
Process

How a Dynamics 365 Customer Service implementation works.

Four steps from the first conversation to live operation. How long each one takes depends on your channels, processes and data.

  1. 1

    Requirements analysis

    We clarify goals, service processes and data sources and decide which area and which channels you start with.

    What you have afterwards

    An agreed starting scope and the right edition.

  2. 2

    Implementation

    We set up Dynamics 365 Customer Service close to the standard, with cases, queues, routing and the connection to Outlook and Teams.

    What you have afterwards

    A configured system for your first area.

  3. 3

    Data migration

    We migrate accounts and contacts from Excel or your previous system and remove duplicates.

    What you have afterwards

    A clean data set for your team to start with.

  4. 4

    Training and go-live

    Your key users and the service team learn the system with real examples. After that, we support you during the first weeks of live operation.

    What you have afterwards

    A service team that works with cases, and key users as the first point of contact.

NAVAX in numbers

We don’t just implement. We stay.

NAVAX builds its own software and has been running it for years. That is why we know what a system has to withstand in its tenth year.

30
Years in business
330
People
1,000+
Projects
8 locations in Austria and Germany
Microsoft Solutions PartnerISO 27001 certified (Information Security Management)
Microsoft Solutions Partner for Business Applications. ISO 27001 certified.
FAQ

Frequently asked questions about Dynamics 365 Customer Service.

Questions we often hear before a first conversation. If yours is missing, ask us directly.

What are the features of Dynamics 365 Customer Service?

Dynamics 365 Customer Service manages customer requests as cases, from intake to resolution. Its features include routing to the right agents, a knowledge base, channels such as phone, email, SMS, social networks and chat, self-service, dashboards, as well as Copilot and AI agents for case management, knowledge, customer intent and quality evaluation.

What can the AI agents in Dynamics 365 Customer Service do?

Microsoft includes agents for case management, knowledge, customer intent and quality evaluation. They take over routine steps on a case, keep knowledge articles up to date, for example from case notes, and review interactions. The agents require Copilot credits in addition to the license; Premium includes a base capacity. For your own processes, you build further agents with Copilot Studio.

How much does Dynamics 365 Customer Service cost?

According to Microsoft's price list for Germany, as of October 9, 2026, billed annually, excluding VAT: Professional €43.30, Enterprise €91.00 and Premium €169.00 per user per month. The AI agents also require Copilot credits; Premium includes a base capacity. Prices can change. Which edition is enough for your team is clarified in the first conversation.

What is the difference between Customer Service and Dynamics 365 Contact Center?

Customer Service is the solution for case management, knowledge and service agreements in the CRM. Dynamics 365 Contact Center is a separate product for engagement across many channels, with a voice channel and AI self-service. The Customer Service Premium edition combines both as an integrated contact center and CRM solution.

What is the difference between Customer Service and Field Service?

Customer Service resolves issues remotely, by phone, email or chat. Field Service plans and runs on-site jobs, meaning technicians, appointments and spare parts. Both work on the same customer data: if a case cannot be resolved remotely, it becomes a work order for field service.

Is Dynamics 365 Customer Service a CRM?

Customer Service is one of the CRM applications of Microsoft Dynamics 365, alongside Sales for sales, Customer Insights for marketing and Field Service for field service. Together they make up Microsoft CRM.

Is Customer Service a ticketing system?

It does the job of a ticketing system: requests are captured as cases, assigned, worked on and closed. Unlike a standalone ticketing system, though, Customer Service knows the entire customer relationship, including contacts, opportunities and jobs from the other Dynamics 365 applications.

What measurable benefits does Dynamics 365 Customer Service bring?

According to a Forrester study commissioned by Microsoft (March 2024), based on a composite organization with 500 service agents over three years: 315% ROI and payback in under six months. Call handling time fell by 40%, and first-contact resolution rose by 20%. These are figures from the study, not a promise for your company.

Can Customer Service be connected to Business Central?

Yes. Business Central can be connected to Dynamics 365 through Microsoft's standard integration, so that customers and contacts, for example, are the same in both systems. Which data should be synchronized in your case is clarified in the first conversation.

Is Dynamics 365 Customer Service the same as NAVAX Customer Service?

No. Dynamics 365 Customer Service is Microsoft's software your service team uses to look after your customers. NAVAX Customer Service is the NAVAX support offering that looks after your systems in day-to-day operation after the implementation.

Ready for a service team that keeps every request in view?

Tell us how your service team works today. In the first conversation, we show you what Dynamics 365 Customer Service could look like for you and which edition fits.

Read more

You might also be interested in.

The overview of Microsoft CRM, the other Dynamics 365 apps and AI agents for your service team.