Dynamics 365
Customer Service

Dynamics 365 Customer Service helps organizations to streamline their customer service. Create cases in response to customer inquiries or issues and manage them until the case is successfully resolved. With an advanced knowledge base, smart automation and AI applications, and outstanding case management functions, Dynamics 365 Customer Service helps you to serve customers effectively and efficiently – it helps build customer loyalty.

Broad Horizon has many years of experience in implementing Dynamics 365 solutions, and we actively contribute to your organization’s success.

360-degree customer view

Track all customer contact across channels and departments.

Customer Support
Efficient customer service

Efficient customer service with streamlined and automated processes.

Kennisbank delen
Advanced knowledge base

Easily find and share solutions with the advanced knowledge base.

Alles in 1 app
Omnichannel experience

Oversee customer service activities across multiple channels in one application.

Self-service functions

Utilize self-service portals and virtual agents.

What is Dynamics 365 Customer Service?

Dynamics 365 Customer Service helps organizations to take their customer service to the next level. Create, refer, and handle cases following customer inquiries and complaints.

Customer service agents receive suggestions for relevant solutions in the knowledge base and can share these solutions with customers through various channels. You can even plan actions such as repairs directly.

Dynamics 365 Customer Service offers chatbots, self-service portals, and other tools to enable organizations to automate customer service activities. The benefits really start to add up if you also use other Dynamics 365 applications. All departments have access to the same information and can follow the entire customer journey and all interactions with customers.


Seamless integration with other Dynamics 365 applications

Your customer expects to talk to one organization, not different parts. With Dynamics 365, everyone in the organization uses the same information. This improves collaboration between departments and allows customer service teams to provide more targeted and personalized support to customers.

Personalized omnichannel approach

Give employees a holistic view of a customer profile and a customer’s previous interactions with the organization. View call history, support interaction timeline, and recent customer cases in one place. Help customers through your preferred channel, whether telephone, chat, text message, Facebook, WhatsApp, WeChat, Twitter, or Line – all from one integrated desktop solution.

Efficient customer service processes

Create cases in response to customer inquiries and complaints. Automatically refer them to the appropriate department or person and monitor the case until it is resolved. Employees switch seamlessly between open cases and are given all the tools to help customers quickly, efficiently, and properly according to a predetermined process.

Knowledge Base

Dynamics 365 Customer Service’s advanced knowledge base contains solutions to customer questions and known issues. AI-driven suggestions use contextual hints to recommend similar knowledge articles or cases. Employees can share this information with a customer through various channels.

Practical insights

Dynamics 365 Customer Service gives employees the context they need to lead conversations toward a good outcome. Reports and dashboards give managers real-time insight into KPIs. Built-in AI applications detect key trends and automation opportunities to improve customer engagement, knowledge management, and customer support.


Automate customer service processes, deploy self-service portals, and intelligent chatbots to support customers. Detect problems remotely with IoT capabilities in Dynamics 365 Customer Service. Resolve remote problems even before the customer realizes something is wrong.

Power Platform

he Power Platform consists of a series of no-code and low-code solutions that facilitate the building of applications and the automation of processes – without the need for any programming. The Power Platform can be linked to Dynamics 365, as well as to other applications, using standard connectors. So connecting your own or legacy apps to your Dynamics environment is a relatively simple process. The upside of this is that you can keep the Dynamics solution as standard as possible, which helps to reduce complexity and minimize costs associated with software updates.

Why Broad Horizon?

When it comes to the implementation of Dynamics 365 Marketing, you want an IT partner who is not only familiar with the world of Microsoft, but who also understands what you want to achieve as a Marketing department. A partner who understands that technology is a means, not an end.

Broad Horizon brings together specialist knowledge from various subsidiary organizations, including companies specialized in data, AI, and customer experience. So, we are no strangers to the marketing industry. Here at Broad Horizon, we have a broad view of IT and we help our customers to keep innovating and improving.

Broad Horizon has many years of experience in implementing all Dynamics 365 solutions, including Dynamics 365 Marketing. We are also experts in supportive Microsoft tools such as the Power Platform, Microsoft workplaces, and Azure. We also have a close relationship with Microsoft and are at the forefront of new developments.

We are also on-hand to help after implementation. Thanks to our high-quality support, we ensure that Dynamics 365 Customer Service always delivers optimal support for your activities.

Dynamics 365 Finance

The power of Dynamics 365

Dynamics 365 Customer Service is part of the Dynamics 365 platform. Broad Horizon is more than happy to advise you on which Dynamics 365 applications are best suited to your situation. Discover all the possibilities that Dynamics 365 has to offer here.

Power Platform

Dynamics 365 Finance is part of the Dynamics 365 platform, which comprises various CRM and ERP solutions.  Thanks to the Power Platform, you can also link external applications and tools to it. This way, everything is brought together in one data source – lightening the load of finance professionals. No more debates about figures, only about how to interpret them.

Get in touch

Tired of lagging behind the rest of the market? Want to get ahead of your competition? Then it’s time to partner with us. We can help you get where you want to be.

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Call 088 008 3500 or let us contact you when it suits you.

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