Major Benefits of Microsoft Dynamics 365 Customer Service

Enable intelligent self-service

Respond in real-time with the help of AI-powered virtual assistants and chatbots. Use conversational chatbots with no code or low code to create in-house solutions easily.

Meet customers where they are

Engage with customers on their preferred channel and deliver consistent experiences. Then, based on the clients' emotions and needs, assign the case to the right agent every time.

Facilitate the agent's job

Provide your agents with the capability of quickly tracking and resolving customers' issues. Improve first contact resolution with intelligent unified routing that assigns issues to agents with the right skill set.

Get 360- degree view of customers 

Give agents a complete picture of the client’s profile and prior interactions with your support team. Then,  personalise responses in context with AI that tracks customer engagements and acknowledges emotions and needs in real-time. 


Top Features of Dynamics 365 Customer Service to Help You Deliver Quality Service

AI agent assistance

Facilitate agent productivity with real-time insights, visibility into active conversations, and proactive suggestions.

Voice channel

Easily configure phone systems for agents to aid customers on a scalable platform owned, built, and operated by Microsoft.

Predictive targeting

Track and analyse customer behaviour and data to boost revenue and customer satisfaction.

Customer journey analytics

Enhance the consumer experience by obtaining insights into how they interact with a brand throughout their journey.

Digital engagement

Give customers faster service on their preferred digital channel, whether it’s via text message, email, virtual assistant or social network.

Knowledge management

Provide customers instant access to the appropriate content and knowledge articles.

Extending the Functionality of Your Dynamics 365 Customer Service

We develop custom apps to help you get the most from your customer service and achieve digital agility

Sirius Forms App

Conduct complex surveys with multi-level conditional branching and pause/resume features without any cost for responses.

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Editorial App

Turn your website’s compelling content into a newsletter with Editorial App.

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Stakeholder Management

Plan, manage and engage with your stakeholder to build a sustainable and delightful relationship with Stakeholder Management App.

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Outcome App

Understand, measure, and manage the effectiveness of your projects and services objectively with Outcome App.

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Referral App

Capture data from documents and match it with the contacts in your system, saving you time and effort with Referral app.

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Recommended By

Microsoft Dynamics 365 is named a Leader in The Forrester Wave™: CRM Suites, Q3 2022.

How We Work

Our process is cyclical to provide best-fit solutions through business mapping, strategic implementation,
change management and support

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Provide consultancy for best-fit sustainable solutions.


Ensure the highest Quality Assurance through our partner Qniverse


24/7 support for you through Dogma International

Our Success Stories


We are glad we approached Dogma. The Dogma team has been outstanding from beginning to end. They understood all our requirements and also kept us updated every step of the way throughout the project.

Thanks to Dogma, we now have a system that perfectly suits our company. It integrates seamlessly with our document capture solution and our Office 365 suite, which has really helped our finance team. Dogma’s support team has also been really quick and quite effective with the tickets we raised.

Shaun Donaldson

IT Manager

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Right from day one I liked the way in which Dogma interacted with my team. Eddie and his team were proactive, they listened but then they challenged us too. We could have had an inferior solution, or the right solution and Dogma helped to ensure that we were taking appropriate strategic steps forward. The CRM which we have deployed is the start of a journey with Dynamics 365 and I’m sure as we adopt the wider tools available within Office 365 that our benefits will only continue to improve..

Mark Grocott

Chief Digital Officer

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Implementing a CRM was a key component of our Customer Service centralisation project. It facilitated the seamless transfer to common processes and a unified way of working. At the same time ensuring a high level of Customer satisfaction was maintained. Dogma were the ideal implementation partner for us; knowledgeable, responsive and agile. As our Service Centre and systems have matured, Dogma have played an important part in supporting us on that journey.

Neil Trigg

Newell Brands EMEA – IT Director

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We’ve had a terrific experience with Dogma and their Managed Services team on our most recent data origination project. Specifically, we’ve found the frequency of updates, diligence in carrying out tasks & the flexibility of the team to be particularly impressive!

Tim Murray

Vice President Product Development & Strategy

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Dogma really understood our internal challenges and objectives and were able to translate them into technical requirements to then provide us with an unbiased comparison of the various systems that could meet our needs. We enjoyed working with their friendly team.

Corrine Leloup

Senior CRM Manager

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Dynamics 365 Customer Service Pricing

Microsoft offers the following pricing structure. As your trusted advisors, we can assist you in getting a cost-effective solution that meets your business needs and helps you save up on your license fees.

Dynamic 365 Customer Service Professional


Core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.

Dynamic 365 Customer Service Enterprises


Advanced customer service capabilities for a personalized experience, improved agent productivity, and optimized operations.
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This pricing is provided for informational purposes only and is subject to change. Price does not include VAT.

Trusted by over 600+ customers worldwide

Microsoft Dynamic 365 Customer Service 2022 First Release

Learn about the new features and enhancements of Dynamics 365 customer service.

Are you in search of a solution that enhances your customer experiences?

Get in touch with us and book a demo now!