Dynamics 365 Customer Service
                     Microsoft D365 
CUSTOMER 
SERVICE
01 OVERVIEW OF D365 CUSTOMER SERVICE
02 DYNAMICE 365 CUSTOMER SERVICE
Table of 03 OUR ERP CAPABILITIES
Contents
04 OUR DIFFERENTIATORS
05 SUCCESS STORIES
We are a trusted provider of ERP and CRM solutions, specializing in Dynamics 365, Azure Data & BI Services, 
Microsoft Power Platform, AI & ML, CRM and Mobile App Development Services.
Mission Vision
To provide tailored business systems that streamline To revolutionize businesses with innovative Global Presence
operations and empower businesses to succeed. solutions that drive efficiency and growth.
GDA Hubs in Bangalore
SUCCESSFUL PROJECTS TECHNOLOGY FOCUS CERTIFIED RESOURCE Ireland
Dubai
• Dynamics 365 (Finance & Supply Chain 
• 60+ projects successfully delivered • 100+ experienced professionals DelhiMgmt, CE & Business Central) 
across 6+ continents • Team with 10+ years of average • MS Power Platform Tecno-Functional 
• 35+ New Implementation experience TeaMmS Implementation • Azure Data & BI • 40+ Microsoft certified resources Partner• 20+integrations • AI&ML Services 
• 6+ upgrades • Tecno-Functional Team• iOS, Android apps
• 3+ data migration (ELT Key Milestones
100 + 30 + 60 + 100%
Seasoned Enterprise Successful Customer 
Technology Value Professional Clients Global Retention
Stack Proposition s Projects40+ 12+  35+ 90%
Business Domain Customer Education & Certified Partners Data Source Microsoft Power Microsoft Adoption 
Resource Integrated
Dynamics 365 Platform Azure RateExpertise Enablement s
~30% unnecessary ~ 60% faster adoption 10+ 10+ 6+Upgrades 100%
cTuasiltoormeidz aStioolnu tcioosntss. Comprehensive E2E Services Industries Accelerato 3+ Data Customer 
Full Lifecycle Support | Saves ~ 20% project time while rs Migration Satisfaction
Higher Efficiency, delivering future proof solutions. (ELT)
D365 
D365 D365 D365 Power 
Supply Power PowerApps AI Builder
Data DevOps  Logic Apps
Finance CRM Business BI Automate Factory Measurable ROI Cost-Effectivenesschain Central Strategic Innovation for Saves ~ 30% on recurring 
Manageme Real ROI cost Business Modelnt
Domain Key Service Fixed Cost Time & 
Logistics & Healthcare & Offerings
Project Material 
Project
Warehouse mgmt. Life Sciences Enterprise Process Complex Integration Data Business 
Diagnostic Implementations Migration Resource Augmentation Consulting- Assessment
1 Version / Code Managed AI Powered 
Upgrade Services Deliveries AI Chatbot User Project 
Support &U ser 
Discrete & Process Distribution & TrainingRetail & BFSI Cloud Data Maintentaranicnein
Manufacturing Supply Chain E-commerce Services RPA & Data Architecture Management Support & 
Desktop flow Design
Services Maintenance
D365 Customer Service
Dynamics 365 Customer service empowers organizations to deliver exceptional service experiences across channels with AI-driven insights, 
automation, and self-service tools.
Features Impact of D365 Customer Service across the 
Case Management Boost your business with D365 Customer Globe
OImni & SLA Tracking
Service
channel Auto-routing, prioritization 
Engageme & SLA tracking.
25%
Reduction in Average 
nt Handling Time (AHT)
Deliver Personalized Experiences
Unified Self-Service Queue & Leverage customer data, behavior, and $3.5M
voice, chat, & AI Bots Routing history for relevant and timely 40%
email & Portals & AI ABausteodm oant isoknills, interactions. Increase in Customer 
social. bots reduce availability & Satisfaction (CSAT
agent load. priority. 22%
Ask ChatGPT 35%
Decrease in 
Faster Case Resolution Case Backlogs 55%
Automate common tasks, suggest 
AI Agent Assist Agent Scripts resolutions, and escalate issues 
Real-time tips, Step-by-step intelligently.
40%
Lower Operational 
knowledge, and help for Support Costs
sentiment to consistent 
boost agent replies.
response. Knowledge Management Ask ChatGPT 35%
Central content for all Enhance Agent Productivity Increase in Self-Service 
Adoption
support channels. Unified agent interface with tools like 
Teams, Copilot, and real-time 
collaboration
 D365 Customer Service Globalization & 
Compliance
Capabilities
Omni-channel SLA 
Support Management Increase First-Call Resolution Multi-Language Interface - Support 
Rates customers in their native language across 
Empower agents with insights and regions for personalized service.
AI Agent Knowledge knowledge to resolve issues on the first 
Base interaction. Localization Coverage - Aligns processes with Assist country-specific laws, tax rules, and privacy 
regulations.
Self-Service Agent 
Guidance Scalable Support Operations Global Service Operations - Ensure 24/7 Options
Easily adapt to seasonal peaks or support with regional business hours, time zone 
expanding global operations handling, and SLA tracking.
Virtual 
Agents Case Regulatory Compliance - Built-in tools to 
Routing meet GDPR, HIPAA, and other industry 
standards for secure interactions.
Smart Ticketing Continuous Improvement
Use analytics to identify bottlenecks, 
improve processes, and inform training 
needs
D365 Customer Service Modules and Business Processes
D365 Customer service Module Business D365 Customer service 
Business Process
Used Process Module Used
Analytics & • Customer Service Analytics (Power BI)
 Case • Customer Service •  Dashboards and KPIsReporting
 Management • Omnichannel for Customer Service •  Sentiment Analysis
• Unified Routing
Field Service • Work Order Creation
• Schedule Board Sync
• Knowledge Articles IntegrationKnowledge • Technician Dispatch
• AI-Powered Suggestions
Management • Microsoft Copilot Integration Customer • Timeline Control
Communication • Email, Notes, and Activity Tracking
Service Request • Case Entity History • Integration with Outlook
• Queues and Routing Rules
Handling • SLA Management
AI & Copilot • Copilot in Customer Service
• Predictive Case Suggestions
• Power Virtual Agents (Chatbots)  AssistanceCustomer • Real-time Guidance
• Customer Self-Service Portal
Self-Service • Knowledge Base Access
Case Lifecycle • Business Process Flows
• Power Automate Integration
Omnichannel • Omnichannel for Customer Service Automation • Auto Case Closure Rules
• Chat, Voice, SMS, and Social Channels
Support • Channel Integration Framework (CIF
Customer • AI Insights
Sentiment • Customer Voice Feedback
SLA and Entitlement • SLA Timers and Policies
• Entitlement Templates Monitoring • Sentiment Score Tracking
Management • Escalation Rules
Service Level • SLA Dashboards
Agent Productivity • Unified Interface • Timer Controls
• Smart Assist and AI Suggestions Monitoring
Tools • Customer Insights • Alert Notifications
• Article Usage Tracking
Feedback and Survey • Customer Voice Integration Knowledge Article 
• Survey Automation • Feedback on Articles
Management Analytics• Post-Service Feedback • Knowledge Search Analytics
Customer • Omnichannel Authentication
Case Routing & • Routing Rules
• Automatic Case Assignment Identification & • Customer Profiles
Escalation • Escalation Workflows Verification (CIV) • Azure AD Integration
D365 Customer Service
Modules and Business Processes
Case Knowledge Omnichannel SLA & Agent Feedback Field Service 
Management Management Engagement Entitlement Productivity & Surveys Integration
(C2R)  Tracking & Tools
• Case creation • Knowledge • Chat, voice, SMS, • SLA policy • Unified interface • Post-case • Case-to-work 
and tracking article creation and email definition • Smart assist & AI surveys order automation
• Case • Approval • Channel routing • Entitlement suggestions • Sentiment • Scheduling and 
prioritization workflows rules allocation • Macros and analysis dispatch
• Case escalation • Article search • Session insights • SLA timer & templates • Microsoft • Resource 
• Resolution and and usage • Real-time breach alerts • Timeline and Customer Voice tracking
closure • Feedback and support • Compliance activity history integration • On-site issue 
updates monitoring • Continuous resolution
service 
improvement
Useful 
Integration
s with D365 Useful Integrations: Microsoft Power Dynamics 365 Microsoft Teams AI Tools Vendor/Custome Third-Party Barcode/Mobile 
Platform Finance Azure & Outlook Copilot r Portals Logistics (3PL) & Scanning
Power BI Unified IoT (real- Approvals, for Self-service PO & EDI Real-time 
Customer (analytics), Power procurement, time alerts, and planning order tracking Automated warehouse data Automate invoicing, and tracking), collaboratio & logistics & vendor capture
(workflows), Power costing ML n insights communication
service Apps (custom (forecastingapps) ), 
Synapse 
(data 
analytics)
D365 Customer Service Modules and Business Processes
Customer Service D365 Customer Service Modules 
Process Used
Sales orders, quotations, return orders
Case Management Case creation, assignment, escalation, 
resolution tracking
Purchase orders, vendor management
Knowledge Management Knowledge base articles, publishing, AI-
powered suggestions
Stock control, batch/serial, on-hand inventory
Omnichannel Engagement Chat, voice, social media, email, and SMS 
integration
Inbound/outbound logistics, location management
SLA & Entitlement Management SLA tracking, breach alerts, entitlement 
Produscettiounp ,o srdeervrsic, eB OleMv,e rl oduetfiinngition
Customer Self-Service Self-service portal, chatbot integration, 
MRP/MknPoSw, floerdegcea satc, cseasfesty stock planning
Feedback & Survey Management Microsoft Customer Voice, survey 
Shipping, delivery routing, load planning
automation, customer satisfaction tracking
Field Service Integration ProduWcto mrka osrtdere,r v carreiaantitosn, ,a tttercibhuntiecsian scheduling, 
case-to-field service workflow
Inspection, non-conformance, quality orders
Analytics & Insights Power BI dashboards, sentiment analysis, KPI 
tracking
Equipment lifecycle, maintenance
Escalation & Routing Automation Unified routing, rules-based assignment, 
escalation workflows
For indirect procurement and service tracking
D365 Customer Service Integrations
Omnichannel & Communication Quality, Compliance & Service 
Platforms
• Omnichannel for Customer Service Add-on – • SCtuasntodmaredr sExperience Tracking – NPS, CSAT 
Native support for chat, voice, SMS, social media, and scoring, agent performance review.
custom channels. • Service Level Agreement (SLA) Monitoring 
• Channel Integration Framework (CIF) – Integrate – Auto alerts on breaches, escalations.
third-party telephony, messaging, and engagement • Compliance Add-ons – Industry-specific 
tools. service documentation and escalation audit trails.
• Microsoft Teams Integration – Collaborate 
internally during case handling.
AI & Machine Learning Extensions Integration & Data Sync
AI & Copilot Extensions Integration & Data Sync
• Copilot for Customer Service – Real-time agent • Microsoft Dataverse – Seamless data sync across 
suggestions, case summaries, and contextual AI Dynamics 365 apps.
insights. • Azure Data Lake – For storing long-term customer 
• AI-Powered Routing – Predictive case assignment interaction history.
using ML algorithms. • Customer Insights Integration – View unified 
• Sentiment Analysis – Real-time emotional insights customer profiles across departments.
from conversations for prioritization.
IoT &Io RTe &al -TRiemael -CTaimsee M Monoitnoirtinogring
External System Integration
External System Integration
• IoT Alerts to Case Conversion – Convert • Third-Party CRM Tools – Migration and sync via 
sensor/device alerts into cases using D365 Field APIs (e.g., Salesforce, Zendesk).
Service + IoT Hub. • ERP & Field Service Integration – Link billing, 
• Remote Monitoring – Trigger proactive service asset data, and on-site support.
actions based on real-time data. • Microsoft Outlook & Office – Email/case sync, 
• Predictive Maintenance (via Field Service) – calendar management.
Link issues to asset health data.
Reporting & Analytics Industry-Specific Add-ons
Reporting & Analytics Industry-Specific Add-ons
• Power BI Dashboards – Case volume trends, agent • Healthcare Case Management – Secure patient 
performance, SLA breaches. support with HIPAA-compliant tools.
• Embedded Analytics – Insights directly in the • Retail Support Add-ons – Omnichannel return 
Customer Service Hub. management, order-related service.
• Customer Satisfaction Metrics – Feedback reports • Banking & Insurance – Complaint handling, policy 
from Microsoft Customer Voice. and claim case management.
Our ERP Capabilities 30+ 12 Key Differentiators
Enterpris Partnership Bank Integration
Enterprise Process Implementations e Clients s Impact
Diagnostic/ Review Integration 20+ with 10+ Reduction in manual bank 
Understand pain points | Business Process Analysis | 10+ Global banks, 
Identify improvement System Design and Certified supporting multi-
reconciliation 
Accelerato Resource currency and 
efforts up to 
opportunities Customization | Testing | multi-country 70%.
Change Management | rs s operations.Up
Reducing discovery timeline upto Deplo
tyom 3e0n%t improvement in Carrier hub 
operational efficiency. Product 
20%. SIenatmelegsrsa tion Impact
Portfolio integrations Reduced 
with 10+ shipping errors 
System Integration Migrations & Upgrades leading carriers, up to 40% 
and global Save up to 10-
System Evaluation | System Data Analysis & Mapping | Data shipping 
15% on freight 
costs. 
design and development | transformation | Backup & 
platforms like 
nASuhtifot,m FartEiyoen.  of 
Middleware Configuration | Contingency Planning | Data 
Integration Testing migration | Version upgrade warehouse 
Impact
Integrations reduce chances of mWaarenhaougse ment process
data errors upto 90% 50% faster system operations. automation 
Reduced order 
. using mobile processing time 
device, bar up to 25% & 
Support & Maintenance code, scanning 
Reduced 
Managed Services feature, Sensor overstock/stocko
& AI uts up to 30%
Cloud hosting | Server 24/7 support | Performance Electronic Reporting
management | Proactive Optimization | Regular System 12+ country-
monitoring | Security mgmt. | Health Checks Impactspecific Fast creation of 
System audits | Disaster 
Uptime increase upto 99.99% & formats for regulatory and 
recovery and Business continuity
Upto 40-60% faster IT issue resolution time for critical ERP regulatory business reports 
resolution issues reduces upto 70% filings, including up to 60%
tax, VAT, and 
invoicing 
requirements.
Key Highlights & Value Proposition
 Business Consultants & Technology teams collaborate to align the Key Highlights
client’s project goals and needs, using industry best practices.
 Covering the full spectrum of technologies, from classic to cutting-
edge, for a seamless digital transformation. Customer Education & Enablement 
Multi-Channel Training Content | Localized & Multi-
 Offshore delivery model make our projects cost effective. Language Training Support | Proactive User Engagement 
Strategies | Market trends update
Up to 60% faster adoption of new system 
organization wide
Value Proposition Comprehensive E2E Services
Strategy | Process consulting & re-engineering | Design | 
Business Domain Expertise Implementation | Continuous Improvement Services | 
in-depth domain knowledge to address specific Cross-functional team collaboration 
industry challenges cutting down up-to 
~30% unnecessary customization costs. Saves up to 20% project time while delivering future proof solutions.
Tailored Solutions Cost-Effectiveness
Customized workflows with full lifecycle support. Scalable solutions | Template Repository | Technical library 
Improved Efficiency, CSAT, NPS | Test case repository | Technical COE | Offshore delivery 
model
Saves up to 30% on recurring cost
Measurable ROI
Innovation and strategy for tangible Risk & Compliance
value, guaranteeing  real ROI over a longer Automated Risk Assessment |Regulatory-Ready ERP 
duration, including build-in inflation -adjustments Solution | GDPR & SOX Compliant Framework | AI-Driven 
and time to market  Compliance Alerts & Notifications
Reduced risk exposure up to 30% with automated 
monitoring tools.
Key Differentiators
Current Challenges Desired Outcomes
We can help you to fill this GAP
Fragmented data Unified platform for all data
Inefficient processes Workflow automation
Operational blind spots AI chatbots 
Limited insights Real‐time insights
Manual tasks Seamless integrations & 
more!
Technical Template & Repository Data Pre-Built Risk & Compliance 
COE Libraries Expertise Accelerators Frameworks
Reduce delivery time by 15– Cut project effort by 15– Achieved 99.5% data Successfully used in 10+ Ensure 100% adherence to 
20% with coding best 20% with 100+ reusable accuracy in migration for implementations, delivering GDPR, SOC, ISO, or other 
practices & environment templates from past previous clients. faster time-to-value. relevant compliance standards.
branching projects . Deployment 
Over 90% certification rate Reuse of customizations, Pre-tested scripts save up accelerators reduce Reduce risk exposure up 
in relevant technologies Power Platform extensions to 4 weeks of manual implementation to 30% with automated 
among COE team members  & BI reports migration effort. timelines by up to 25%. monitoring tools.
Implementation Methodology
Executive Sponsorship
Project Management
Business Application Data
Value Addition
 Technical CoE - readily 
Phase Architecture Architecture Architecture reference for Coding best 
practices, Environment 
Branching (2 weeks effort 
Business Modelling Logical Architecture (Vision) saved)
Business Data ArchitectureBusiness Requirements/ Conceptual Design Interface Scope & Strategy Technical library - readily 
Requirements Use Cases Initial Object Model reference for reuse of 
customization, Power 
Platform extensions, Power 
Site Map, Navigational Model Final Object Model, App Design Specs,  Logical DB Model, Data Conversion BI reports (10 to 20% 
Design User Acceptance Criteria Workflow Design, Development Design Specs, Integration Detailed Des. effort reduction)
Change Management Strategy Standards, DevOps & Build Plan Batch/Real Time Scheduling  Template repository – 
readily reusable templates 
Iterative Build Testing, System Construction (Weekly Builds)  
available based on previous 
Database Extensions EAI 
Development Test Scripts ,Build Online Help, Unit Test Development, Batch Development
project experiences (15 to 
Develop Training Discrepancy Fixes Data Migration 25% effort reduction)
 Test case repository- 
Integration Test readily available for reuse 
Quality Execute System Test Scripts Test Scripts System Test/UAT (20 to 25 % effort 
Assurance Deliver Training Discrepancy Fixes Test EAI Services reduction)
 Configuration and Data 
Migration – Readily 
Training Session
Deployment Prepare Prod App Migration Data
available templates for 
Production Testing Production Support Production Support reuse (25 to 30% effort 
reduction)
Final Deliverables
SUCCESS 
STORIES
Improved Customer Retention 
Rates
Success Story Faster Fewer 20% Higher Customer Response Support Satisfaction
Times Tickets 15% Better First Contact 
A fast-growing online retailer +45% +30% Resolution
struggled to manage rising 25% Reduction in Agent 
customer inquiries, Workload
overwhelming their support 
team and risking customer Solution
dissatisfaction and lost sales
Integrated CRM Comprehensive 
Key Challenges 1System 3 Knowledge Base 
Implementation Development
High inquiry volume: Support Deployed a new customer Orders processed via D365 
overwhelmed by emails, calls, relationship management F&O with advanced 
and chats. (CRM) system to centralize all warehouse management 
Slow responses: Delays of customer interactions, and integration with 3PL/4PL 
history, and order details. for smooth deliveries.24–48 hours frustrated 
2 AI-Powered Chatbot customers. 4 Agent Training and Integration 
Inconsistent answers: Lack SpecializationIntroduced an AI-driven Conducted intensive training 
of a centralized knowledge chatbot on their website to for support agents on the new 
base led to conflicting info. handle frequently asked CRM and chatbot tools, and 
Agent burnout: Repetitive questions (FAQs) and guide specialized agents in specific 
tasks and pressure caused low customers to relevant areas (e.g., returns, technical 
morale and turnover. information, deflecting issues) to improve efficiency.
basic inquiries from live 
agents.
Higher Product Adoption 
Fewer Increase Rates
Success Story Onboarding in User Improved Trial-to-Paid Support Activation Conversion
Tickets
A SaaS provider saw high churn 35% 25% Higher Product Adoption Rates
as users abandoned the complex 
platform during onboarding, 18% Drop in New User Churn
impacting recurring revenue.
Solution
Key Challenges 1
Interactive Rich Multimedia 
Onboarding Flow 3 Knowledge Base 
Redesigned the product's Developed a 
Complex Onboarding: Users initial user experience to comprehensive 
struggled with setup and core include interactive knowledge base 
features. tutorials, guided tours, and featuring video 
in-app prompts. tutorials, detailed how-Reactive Support: Help was to guides, and a 
only available after issues searchable FAQ section.
occurred. 2 Proactive Customer Dedicated Onboarding Poor Self-Service: Limited, Success Outreach 4 Support Channel 
hard-to-find documentation. Implemented a dedicated Established a priority support 
High Churn: Many new users customer success team to channel specifically for new 
dropped off early. proactively reach out to users during their first 30 
new users, offering 
days, ensuring rapid 
personalized setup 
assistance for critical setup 
assistance and best 
issues.
practices.
Contact Us
Get In Touch
Delhi, India
[email protected]
om
+91 99906 90718
Keydynamicssolutions.
com