Do we need Dynamics 365 Sales first to use Customer Service?

No — Customer Service can run standalone. It's a natural fit if you already use Sales, since cases and deals share the same account record, but it doesn't require it.

Does this replace our phone or chat system?

It depends on what you're using. Customer Service handles omnichannel case intake — email, chat, and can integrate with existing phone systems. We scope the specific integration during assessment.

How long does implementation take?

It depends on case volume, routing complexity, and how many integrations are in scope. We scope this specifically during the assessment phase rather than quoting a generic timeline.

What happens after go-live?

We run a stabilization period to work through the adjustment, then offer ongoing Managed Services — support, monitoring, and optimization — so your team isn't left owning every fix alone once the project officially ends.

Do our agents need to learn a new tool?

No — Customer Service runs inside the same Outlook and Teams interface your team already uses, so there's no separate application for agents to learn.

Dynamics 365 Customer Service — Support Modernization

Support case management built
into your Microsoft stack.

Q: We're currently using Zendesk or ServiceNow — can you migrate our case history?

Yes — we map your existing case history, routing rules, and knowledge base content before proposing a migration path.

Whether you're running support out of email and spreadsheets or a disconnected tool like Zendesk or ServiceNow, Dynamics Synergy implements Dynamics 365 Customer Service natively alongside your CRM and ERP — one connected system instead of another silo.

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Overview

What is Dynamics 365
Customer Service?

Dynamics 365 Customer Service is Microsoft's case management and support platform: ticket routing, a knowledge base, omnichannel intake across email, chat, and phone, and Copilot-assisted resolution, built to run inside the same Microsoft 365 environment as Outlook and Teams.

For companies already running Dynamics 365 Sales, support cases sit next to the account and deal history your sales team already sees. For companies moving off Salesforce Service Cloud, Zendesk, or ServiceNow, migration is scoped around what's already there: case history, routing rules, and knowledge base content.

Because Customer Service shares a platform with Dynamics 365 Sales and Finance & Supply Chain Management, support cases can be tied directly to a customer's order history, invoice status, and account record, without a separate integration project.

Who this is for

Built for support leaders done managing
another disconnected tool

Real-time visibility into every open case, without switching between disconnected tools

Support cases connected to the same account and order history Sales and Finance already see

One Microsoft platform instead of Zendesk, ServiceNow, or Salesforce Service Cloud on the side

A support queue that plugs into the Microsoft tools your IT team already manages

Why teams make the move

What changes once Customer Service is live

Same team, less friction. This is what we hear from support and ops teams before and after.

Before

Tickets tracked in email, spreadsheets, or another tool

No case history visible when a customer calls back

Manual handoffs between sales, support, and finance

Reporting requires exporting from multiple systems

After

Unified case management inside Microsoft 365

Case history and account context in one record

Support tied directly to the same Sales and Finance data

Omnichannel intake — email, chat, and phone in one queue

How we work

From first conversation to go-live

1

Assessment & scoping

We review your current support process, case volume, and routing rules before proposing anything.

2

Migration & implementation

Structured rollout — case history, routing rules, and knowledge base content mapped and migrated with a defined go-live plan.

3

Stabilization

Post-go-live support to work through the adjustment period before shifting to steady-state.

4

Managed Services

Ongoing support, monitoring, and optimization — so Customer Service keeps running without your team owning every fix.

Frequently asked questions

Dynamics 365 Customer Service

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Let’s turn your Microsoft Dynamics roadmap into real results.

To learn more about our services or to schedule a consultation, please fill in your contact details and we will get back to you as soon as possible.