Customer Service
We implement Dynamics 365 Customer Service so every request, from email, the portal, chat or the phone, becomes a case with an owner, an SLA and a history. Copilot summarises long cases, finds the right knowledge article and drafts the reply.
Built on
Dynamics 365 Customer Service
Copilot Studio
Power Pages
The Difference
The value of Customer Service is control: every request has an owner, a deadline and a history. This is what changes on day one.
Ownership
Everyone reads the email, nobody owns it
Every request is a case with one owner and a queue
Deadlines
You learn a case is late when the customer calls
SLA timers warn before a deadline is missed, and escalate
History
Scattered across inboxes and people’s memory
One timeline per customer: emails, calls, chats and notes
Answers
Depend on who picks up the request
Approved knowledge articles suggested to every agent
Workload
Busy people get busier
Cases routed by skill, capacity and priority
Reporting
Counting emails in a spreadsheet
Live dashboards: volumes, SLA performance, top reasons
With AI
The Life of a Case.
Copilot works inside each step, and the agent stays in charge of what the customer receives.
1
Received
An email, portal form, chat or call becomes a case, linked to the customer and their order.
Automatic
2
Classified
Category and priority are suggested from the content, and the SLA starts counting.
AI suggests
3
Assigned
Routed to the right queue and agent by skill, capacity and urgency.
Automatic
4
Resolved
Copilot summarises the history, suggests knowledge and drafts the reply. The agent checks and sends.
Agent decides
5
Learned
Good answers become knowledge article drafts, so the next agent answers faster.
AI drafts, team approves
Self-Service
The fastest case is the one that never needs an agent. A customer portal built on Power Pages lets customers find answers, open requests and follow them, using the same cases and knowledge your team works with.
Searchable knowledge base, published from the same articles agents use
Open, update and track cases without calling or emailing
Optional Copilot Studio agent that answers first and opens a case when needed
For Managers
Service leads see the whole operation on one screen: what is open, what is at risk, and why customers are contacting you in the first place.
SLA risk visible per queue and per agent, in real time
Top contact reasons, so you fix causes instead of symptoms
Workload balanced across the team before anyone is overloaded
FAQ
What teams usually ask before they start.
Built on
Dynamics 365 Customer Service
Cases, queues, SLAs, knowledge
Copilot Studio
Self-service agents
Power Pages
Customer portal
Still have questions? We’re here to help.
Can we move from our current ticketing tool?
Yes. We map your current categories, statuses and SLAs, migrate the history you need and archive the rest, so agents start with clean data.
Do we also need Contact Center?
Can customers follow their own cases?
How do we start?
Get Started
A 30-minute call is usually enough to see where your cases get stuck. If there is a fit, we scope the first team with a fixed price.
© 2026 AMPLIFY IT. All rights reserved.