Dynamics 365 Customer Service
Resolve more cases, with less effort.
We implement Dynamics 365 Customer Service with AI agents and omnichannel support so your team clears backlogs, shortens handle times, and keeps customers loyal.
Capabilities
What we build with D365 Customer Service.
Omnichannel Engagement
Voice, chat, email, and social in one unified desktop.
AI Agents & Self-Service
Copilot Studio agents that deflect routine tickets 24/7.
Agent Copilot
AI-drafted responses and case summaries in the flow of work.
Case & Knowledge Management
The right answer surfaced at the right moment.
SLA & Routing Automation
The right case to the right agent, on time, every time.
Service Analytics
CSAT, sentiment, and operations in one dashboard.
Outcomes
Why it matters.
- Faster case resolution and shrinking backlogs.
- Agents freed from repetitive work to handle what matters.
Industry benchmark
80% less backlog
plus a 73% reduction in average handle time and 50% agent-productivity time savings.
Source: Forrester Total Economic Impact of Dynamics 365 Customer Service, 2022. Results vary by organization.
What we deliver
In every engagement.
Why Cosmic
What sets us apart here.
We design the AI agent and the human workflow around it.
Omnichannel wired to your existing tools, with custom PCF controls and Power Apps that give agents a purpose-built desktop instead of a generic one.
Analytics that drive real staffing and process decisions.
Keep exploring
The rest of what we do.
Ready to talk specifics?
Book a free D365 Customer Service assessment. We'll look at where you are and map the fastest path to value — no pressure.