Capabilities
- Agent desktop
- Case management
- Collaboration
- AI agent assistance
- Intelligent routing
![Customer service workspace window](https://dynamics365cdn.azureedge.net/cvt-8c02ae52fdb2ad5690fafdafc1982f0c3a98cb9e7117b1d7b796f9b0e39a9bdd/pictures/pages/customer-service/capabilities/Capability_1_Benefit_1.jpg)
Enable your agents to do their best work with an all-in-one, multisession desktop experience, including profile histories and engagement transcripts.
- Virtual agent chatbots
- Conversational chatbots
- Self-serve with automation
- Knowledge management
- Community portals
![Self service chatbot](https://dynamics365cdn.azureedge.net/cvt-b07b88dbb1477086271af8cc780079cad544e5901f3364776409f26c7a260cf5/pictures/pages/customer-service/capabilities/Capability_2_Benefit_1.png)
Provide answers in real time with AI-powered virtual assistants and chatbots.
- Customer and channel analytics
- Conversational analytics
- Robotics process automation
- Comprehensive reporting
- Open and extensible in a single, unified platform
![Customer analytics](https://dynamics365cdn.azureedge.net/cvt-9c5596c3b523e0695533e2d3bbdfe3dd248961c4c61aaf6c49e6e7e91fd82f10/pictures/pages/customer-service/capabilities/Capability_3_Benefit_1.jpg)
Get precise insights into customer engagement center performance to track KPIs and find opportunities to enhance CSAT.
- Voice channel
- Digital engagement
- Real-time translation
- Sentiment-based routing
![Communication services](https://dynamics365cdn.azureedge.net/cvt-5fff0fc4ddbf2895bd0bb847a8c1029a666b7ad83ec1034132cbae605b5db11e/pictures/pages/customer-service/capabilities/Capability_4_Benefit_1.png)
Quickly set up phone systems for agents to assist customers on a scalable platform built, owned, and operated by Microsoft.
- 360-degree view of customers
- Customer journey analytics
- Sentiment analysis
- Predictive targeting
- Biometric authentication
![360-degree view of customers](https://dynamics365cdn.azureedge.net/cvt-147fda51783aec5f660dd788eba60595c4f7113ae8f9445ed76bd3c864301e4f/pictures/pages/customer-service/capabilities/Capability_5_Benefit_1.jpg)
Seamlessly manage customer requests from any channel while handling multiple sessions at the same time.
Explore Dynamics 365 Customer Service
![A worker is checking the goods](https://dynamics365cdn.azureedge.net/cvt-ea216de8e9ce3d90606c705a5975f4462412db66b7ca303d7d59fbdfee67b226/pictures/pages/customer-service/capabilities/content-card-carousel-card-1.jpg)
Empower agents with generative AI
Turn service agents into super agents by enhancing their productivity with Copilot in Dynamics 365 Customer Service—now in limited preview.
![](https://dynamics365cdn.azureedge.net/cvt-60ba306efd75069ea3ddea627741f6454126845f3fbc284f13d55900fa4c29cb/pictures/pages/customer-service/capabilities/Carousel_Panel_Card_2.jpg)
Transform support with Customer Service
Exceed expectations with a customer service solution that supports seamless experiences for both your customers and your employees.