Customer Service

Manage customer cases faster than ever before

Customer loyalty comes from world-class customer service. Dynamics 365 for Customer Service provides a powerful platform to manage your customer agent and manager’s jobs efficiently and effectively. Netwoven has extensive experience in implementing Microsoft Dynamics CRM to increase the efficiency of customer service teams. We help analyze and deploy customized business process mapping, rapid development, training, and support for end-users to get the customer-facing teams instantly productive. We help you get the most out of Dynamics 365, both as a traditional on-premise software or through the cloud. Our services include consulting, roadmap development, implementation, quality assurance, maintenance, integration, and migration.

Customer Service Capabilities

Service process management

  • 360° customer view with all relevant service requests.
  • Process-controlled service request processing.
  • Integration of different departments in the service process.
  • Integration of customer self-service portal.
  • Activity and contact management.
  • Knowledge base for customer service personnel.
  • Integration of chatbots for the handling of standard processes.
  • LinkedIn integration.


  • Customer-specific extensions and adjustments.
  • Office365 integration.
  • Skype and CTI integration.
  • Workflow management.
  • Integration of Microsoft technologies such as Dynamics Portals, PowerApps, Flow, Common Data Model, Azure.
  • Analysis and reporting of key figures with drill-down options.
  • Integration of PowerBI for analysis of different data sources.
  • Flexible visualization options in charts, tables, diagrams etc.
  • Geo-visualizations of customer data.

Key Features

Omnichannel Service

Enhance your service experience by enabling customers to initiate a service request on the channel of their choice.

Customer Self-Service

Put the power in your customers’ hands to access service and support anytime, anywhere, from any device.

Empowered Agents

Support your agents with the real-time data and automated tools they need to provide fast, accurate resolutions.

Centralized Data

Provide agents and customers with updated, relevant resources to get the answers they need on the spot.

Real-Time Insights

Capture and analyze meaningful data in real-time to identify trends, improve performance and evolve your service model.

Business Intelligence

Leverage Power BI to consolidate and analyze your data across the organization so you can make more strategic decisions.

Cross-Company Collaboration

Solve issues as a team through integrated tools like Outlook, Microsoft Teams, Power BI, SharePoint, and more.

Scalable Service

We can customize and enhance your service functionality through hundreds of prebuilt applications on AppSource.

Why Dynamics 365 Customer Service?

Microsoft Dynamics 365 Customer Service enables your company to build customer trust, loyalty, and insight, while also enabling your sales, service, and marketing professionals to be as productive as possible.

Microsoft Dynamics 365 is designed to break down the silos between ERP and CRM, enabling greater productivity and delivering insights like never before. Microsoft is helping organizations expedite their digital transformation through the strength of Azure, the Microsoft Dataverse, and a new application platform including: Power BI, advanced analytics, and IoT.