Services · Microsoft Dynamics 365 · Customer Service module

Cases, SLAs and knowledge on the channels customers use.

Q: Can we migrate our existing tickets?

Yes, with history. Open and closed cases, notes and attachments are migrated from Zendesk, Freshdesk, email or spreadsheets, so agents start with the history they know.

Q: How are SLAs enforced?

With timers, warnings and escalation on every case. Each entitlement defines response and resolution targets. Timers run on the case, warnings fire before a breach, and reports show compliance by customer and agent.

Q: Do customers get a portal?

Where it is wanted, on Power Pages. Customers raise and track cases and read knowledge articles. It reduces status calls and lets the knowledge base work twice.

Q: Does it integrate with Sales?

Yes, they share the customer record. A rep sees open cases on an account before a renewal call, and an agent sees the account's value when prioritising. Same tenant, same Dataverse.

Dynamics 365 Customer Service implemented for teams that handle cases against a promise: email, web, chat and phone into one queue, SLAs that are measured, a knowledge base agents use, and the reporting that shows where the backlog comes from.

Configured with the service team, on their real case history, so the first week in the new system feels familiar.

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Built for: Support and service desks that answer customers against an SLA and want one view of every case.
Typical timeline: Six to ten weeks for cases, queues, SLAs and knowledge. Omnichannel adds three to five.
What you own: Your tenant, your case history and your knowledge base, with the configuration documented.
Rated: 4.7 / 5 from 23 Google reviews

200+ companies across the US and the UAEFrom a first store to a listed developer

What you get

What a Customer Service implementation covers.

Cases first, then the channels, SLAs and knowledge around them. We deliver Dynamics 365 Customer Service with case management, queues and SLAs configured around how your team actually works.

Explain your project

Case management and queues
Case types, queues, routing rules and assignment, designed around how the desk actually works.
Every case has an owner and a queue, and nothing falls between two agents.
Email, web and chat channels
Email to case, web forms and live chat into the same queue, with phone where telephony is in scope.
One queue whatever channel the customer chose.
SLAs and entitlements
Response and resolution targets per customer tier, with timers, warnings and escalation.
You know which SLAs are at risk before they are breached.
Knowledge base
Articles agents write and reuse, surfaced in the case, and published to a customer portal where wanted.
Agents answer faster and customers answer themselves.
Customer portal
A Power Pages portal where customers raise and track cases and read the knowledge base.
Fewer calls to ask about status.
Service dashboards
Backlog, SLA compliance, first response and resolution time, by agent, queue and customer.
Managers see where the backlog comes from, not only how big it is.

Who this is for

Three service desks that benefit most.

Customer Service earns its keep where there is a promise to measure against. These are the situations we see most. Good case management gives the service desk one record per customer issue, from the first email to the resolution.

Cases live in a shared inbox

Nobody knows who owns what, and the oldest email is the one that gets missed. Cases, queues and ownership fix it.

Every case has an owner.

SLAs exist but are not measured

Contracts promise a response time and nobody can prove it was met. SLA timers and reports make it provable.

Provable against the contract.

Agents answer the same question every day

The answer lives in someone's head. A knowledge base in the case and on a portal puts it in front of agents and customers.

Answered once, reused.

Four steps from a shared inbox to a measured service desk.

01Map the deskWe sit with agents for a day, list case types, channels, hand-offs and the promises in the contracts.
02Design cases and SLAsCase types, queues, routing and SLA rules are designed with the service lead and written down before configuration.
03Build with real casesConfigured in a sandbox with migrated case history, so agents test on tickets they recognise.
04Go live and measureDashboards from day one, with the routing and SLA rules tuned as the first month of data arrives.

How we work together

Three ways to buy a Customer Service implementation.

Dynamics 365 Customer Service licensing is separate and costed in writing. Our fee covers configuration, migration and training. Clients usually come to us for Dynamics 365 Customer Service when their service desk has outgrown a shared inbox.

Fixed scope

A defined implementation with a deadline

We agree what the system has to do, write it down with a price and a date, and deliver exactly that. Changes are priced before they are made, not discovered on the invoice.

Written scope and acceptance criteria
Fixed price and delivery date
A sandbox you can open every week
30 days of fixes after go-live

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Dedicated team

An estate that keeps evolving

Named consultants and developers who work your hours, join your standups and stay on your tenant. You direct the backlog; we own the quality of what ships.

Senior consultants, not a rotating bench
Your tenant, your tools, your process
Monthly, cancel with 30 days notice
A lead who answers for the team

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Retainer

Something live that needs looking after

A monthly block of hours for improvements, release wave testing and the small requests that otherwise wait months. Unused hours carry for a quarter.

Agreed response times
Release waves tested in your sandbox first
A monthly report of what changed and why
Priority access to the same team that built it

Get in touch

Technology

What we build this with.

Chosen to fit the problem and the team who will own it afterwards.

01Business platforms

Microsoft Dynamics 365
Business Central
Power Platform
Odoo

02Data and cloud

PostgreSQL
MySQL
MongoDB
AWS
Azure
Docker

Questions service leaders ask before implementing.

Can email and chat go into the same queue?

Yes, with phone where telephony is in scope.

Email to case, web forms and live chat create cases in the same queues with the same routing. Omnichannel adds voice and social channels on the same platform.

Can we migrate our existing tickets?

How are SLAs enforced?

Do customers get a portal?

Does it integrate with Sales?

Services that usually go with this one.

Microsoft Dynamics 365 and CRMThe whole lane: Dynamics 365, Business Central and the Power Platform around them.Sales automationRouting, follow-ups and stage rules that remove the admin.Microsoft 365Teams, Outlook and SharePoint wired into the CRM.

Tell us what the business needs. We will tell you what to build first.

Schedule a free consultation and get a written recommendation, with costs, before you commit to anything.

Get in touch

PROVEN RESULTS

4.7 / 5from 23 Google reviews

Cases, SLAs and knowledge on the channels customers use.

What a Customer Service implementation covers.

Case management and queues

Email, web and chat channels

SLAs and entitlements

Knowledge base

Customer portal

Service dashboards

Three service desks that benefit most.

Cases live in a shared inbox

SLAs exist but are not measured

Agents answer the same question every day

Four steps from a shared inbox to a measured service desk.

Three ways to buy a Customer Service implementation.

Fixed scope

Dedicated team

Retainer

What we build this with.

Questions service leaders ask before implementing.

Services that usually go with this one.

Tell us what the business needs. We will tell you what to build first.