Use Dynamics 365 Customer Service to:
- Track customer issues through cases
- Record all interactions related to a case
- Share information in the knowledge base
- Create queues and route cases to the right channels
- Create and track service levels through service-level agreements (SLAs)
- Define service terms through entitlements
- Manage performance and productivity through reports and dashboards
- Create and schedule services
- Participate in chats
- Manage conversations across channels
The following capabilities are available in the different app experiences, depending on your needs. Select the app of your choice to read more about the details of the user experience in each app:
Features | Customer Service workspace | Omnichannel for Customer Service | Customer Service Hub | Customer Service Team Member | Customer Service app (Deprecated) |
---|---|---|---|---|---|
Multisession | ✔ | ✔ | ✖ | ✖ | ✖ |
Conversations (with Chat or Digital Messaging Offers) | ✔ | ✔ | ✖ | ✖ | ✖ |
Channels (with Digital Messaging Offer) | ✔ | ✔ | ✖ | ✖ | ✖ |
Case Management | ✔ | ✔ | ✔ | ✔ | ✔ |
Knowledge | ✔ | ✔ | ✔ | Read only | ✔ |
Insights | ✔ | ✔ | ✔ | ✖ | ✖ |
Service Scheduling | ✖ | Not applicable | ✔ | ✖ | ✔ |
Connected Service with IoT | ✖ | ✖ | ✔ | ✖ | ✖ |
Extensibility | ✔ with Channel Integration Framework version 2.0, custom messaging channel | ✔ with Channel Integration Framework version 2.0, custom messaging channel, Mobile SDK | ✔ with Channel Integration Framework version 1.0 | ✖ | ✖ |
Unified Interface compliant | ✔ | ✔ | ✔ | ✔ | ✖ |
Basic Administration | Customer Service Hub -> Service Management | Omnichannel Administration application | Customer Service Hub -> Service Management | ✖ | Settings -> Service Management |
Case Routing & Queue Configuration | Customer Service Hub -> Service Management | Omnichannel Administration application | Customer Service Hub -> Service Management | ✖ | Settings -> Service Management |
Add & Configure Channels | Omnichannel Administration | Omnichannel Administration | ✖ | ✖ | ✖ |
Control User Experience for Agent & Supervisor | In app profile manager | In app profile manager | ✖ | ✖ | ✖ |
Licensing: Customer Service Professional | ✖ | ✖ | ✔ | ✖ | ✖ |
Licensing: Customer Service Enterprise | ✔ | ✔ | ✔ | ✔ | Not applicable |
Licensing: Chat | ✔ | ✔ | ✖ | ✖ | ✖ |
Licensing: Digital Messaging | ✔ | ✔ | ✖ | ✖ | ✖ |
Legend
✔: Generally available.
✖: Not available
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