Case Management
Capture requests from email, web, phone, and portal as cases with clear owners, priorities, and status from open to resolved.
Dynamics 365 CRM — Customer Service
Dynamics 365 Customer Service Implementation
Every case, every channel, one complete view of the customer.
Inner Join Technologies delivers Dynamics 365 Customer Service implementation for support teams juggling shared inboxes, missed SLAs, and answers that change depending on who picks up. We build case management, routing, and knowledge around your support model, with Copilot drafting replies.
Based in Covington, KY, serving clients nationwide
What It Does
What Dynamics 365 Customer Service Does for Your Team
Dynamics 365 Customer Service turns every customer request into a tracked case with an owner, a deadline, and the full account history attached.
Routing and Queues
Send each case to the right team or agent automatically based on product, customer, skill, or workload.
SLAs and Entitlements
Track response and resolution targets per customer contract, with warnings before a commitment is missed.
Knowledge Management
Publish approved answers once and use them everywhere: in the agent workspace, in Copilot drafts, and on your portal.
Omnichannel Engagement
Add chat, SMS, social messaging, and voice so customers reach you their way and every channel lands in one case.
Copilot for Service
Summarize long case histories, draft replies from your knowledge base, and surface similar resolved cases in seconds.
Problems We Solve
When Support Runs on a Shared Inbox
Support teams usually start with email and good intentions. Volume grows, a few customers get special terms, and suddenly nobody can say how many cases are open or which ones are about to breach.
Dynamics 365 Customer Service gives each request an owner and a clock, and gives managers the visibility to act before customers feel it.
Sound Familiar?
Requests get lost in a shared inbox or answered twice
Agents can’t see the customer’s orders, contracts, or past issues
SLA commitments are tracked manually, if at all
Answers vary depending on which agent responds
Managers can’t report on volume, response time, or root causes
How We Implement It
How Inner Join Delivers Dynamics 365 Customer Service
We start by mapping how requests arrive and get resolved today, including the exceptions. Then we configure routing, SLAs, and knowledge to match, and test them against real cases before launch.
Scope
Case types and lifecycle, queues and routing, SLAs and entitlements, knowledge base structure, agent and supervisor dashboards, and a customer portal where needed.
Integrations
Email and Teams, Microsoft Power Pages portals, phone and chat channels, plus order, billing, and product systems so agents see the whole customer.
Timeline
Email-to-case and core case management can launch quickly. Omnichannel, portals, and back-office integrations are typically added in phases.
A Typical Customer Service Rollout
Case types, priorities, and lifecycle stages matched to your support model
Queues and routing rules that send work to the right agent
SLAs and entitlements tied to customer contracts
A knowledge base agents and customers can both search
Copilot configured for case summaries and reply drafts
Works With
One Customer Record, Shared Across Every App
Dynamics 365 Customer Service runs on Dataverse, the same data platform behind the rest of the Dynamics 365 CRM apps. Add another app later and it works from the same accounts, contacts, and history, with no second system to reconcile.
Dynamics 365 Sales
Pipeline, forecasting, and seller productivity, with Copilot summarizing every account before the call.
Learn more about Dynamics 365 SalesDynamics 365 Field Service
Work orders, scheduling, and a mobile app that gets the right technician to the right job with the right parts.
Learn more about Dynamics 365 Field ServiceDynamics 365 Customer Insights Journeys
Real-time, event-triggered customer journeys and email, built on the same customer record your sales team uses.
Learn more about Dynamics 365 Customer Insights JourneysSee how the apps fit together on our Microsoft Dynamics 365 CRM solutions overview.
Questions & Answers
Dynamics 365 Customer Service FAQs
What does a Dynamics 365 Customer Service implementation include?
It includes designing case types and lifecycles, configuring queues and routing rules, setting SLAs and entitlements, building the knowledge base, connecting email and other channels, setting up agent and supervisor dashboards, and training your team. Many projects also include a customer self-service portal.
What channels does Dynamics 365 Customer Service support?
Dynamics 365 Customer Service handles email-to-case and web forms out of the box, and can add live chat, SMS, social messaging, and voice through Microsoft’s contact center capabilities. Every channel lands in the same case record, so agents see the full conversation history regardless of how the customer reached out.
Can customers submit and track their own cases?
Yes. We build self-service portals on Microsoft Power Pages where customers can submit cases, add notes and attachments, check status, and search the knowledge base. Portal activity writes straight to Dynamics 365, so agents never re-enter it.
How does Copilot help customer service agents?
Copilot in Dynamics 365 Customer Service can summarize long case histories, draft replies grounded in your knowledge base, and suggest similar resolved cases. Agents review and send, so responses stay accurate while handle times drop.
Why choose a Dynamics 365 Customer Service partner?
Routing, SLAs, and entitlements are where service implementations succeed or stall. A partner designs these around your actual support model and contracts, integrates the systems your agents rely on, and trains the team so the new process sticks.
Give Every Customer the Same Great Answer
Talk with a Dynamics 365 Customer Service partner about your channels, your SLAs, and where your team loses the most time today.
