Dynamics 365 Customer Service
Every customer conversation, with the full account in view.
Dynamics 365 Customer Service gives agents one view of every customer across email, chat and phone, with Copilot helping resolve cases faster. Prismware implements it on the same data as sales and operations.
Prefer to talk? Call 1-888-413-0331Where service slows down.
When each channel keeps its own history, customers repeat themselves and agents work blind. Order status sits in the ERP, the last conversation sits in someone's inbox, and every case takes longer than it should.
What changes on Dynamics 365 Customer Service.
For agents. Copilot suggests answers, summarizes cases and drafts replies, and guided workflows keep every interaction consistent.
For customers. Service on the channel they choose, with self-service and secure sign-in.
For managers. Live queues, case volumes and resolution times in one view.
How Prismware delivers it.
Prismware maps your service process, configures queues, routing and case types, and connects Customer Service to Dynamics 365 Sales and your ERP, so agents see orders, invoices and history in one place.
Your team is trained before go-live, and the team that implements it supports it afterward.
Recent results Prismware has delivered.
A manufacturer saw the full ERP blueprint, roadmap and cost before committing.
How Prismware gave a manufacturer's leadership the full Business Central blueprint, phased roadmap and cost picture before any commitment.
Business Central- Consulting & Strategy
A business unit moved from QuickBooks to its group's Business Central in under 10 weeks.
How Prismware moved a business unit off QuickBooks and onto its parent group's Business Central in under 10 weeks, live on the target date.
- Business Central
Every company in a manufacturing group runs on one Business Central.
How Prismware took every company in a multi-region manufacturing group live on one Dynamics 365 Business Central.
- Business Central
A software company runs its product email, hosting and CRM on Azure.
How Prismware moved a software company's product email, hosting and CRM onto Azure and Dataverse, built to scale with the platform.
Microsoft Azure
Microsoft Power Platform
Managed IT Services
A service company runs Dynamics 365 Field Service built around how it delivers.
How Prismware designed Dynamics 365 Field Service around a service company's own end-to-end processes and keeps extending it with a dedicated development team.
Dynamics 365 Field Service
Custom App Development- Microsoft Azure
A firm moved its entire email history to Microsoft 365 with zero data lost.
How Prismware moved a firm from Google Workspace to Microsoft 365 with every mailbox intact and Teams collaboration working from day one.
Microsoft 365- Managed IT Services
A hospitality business traded break-fix IT for clean licensing and predictable costs.
How Prismware took ownership of a hospitality business's Microsoft 365 environment, cleaned up its licensing and replaced break-fix IT with proactive support.
- Microsoft 365
- Managed IT Services
Microsoft Licensing (CSP)
A software company closed its security gaps in two weeks, with production running the whole time.
How Prismware closed a software company's web security gaps in two weeks while production kept running.
Cybersecurity & Compliance- Microsoft Azure
A distributor brought sales, operations and collaboration onto one Microsoft platform in three months.
How Prismware replaced a distributor's disconnected systems with Dynamics 365, Microsoft 365 and Azure on one platform, live in three months.
Dynamics 365 Sales- Microsoft 365
- Microsoft Azure
- Custom App Development
Dynamics 365 Customer Service questions.
Does it work with Dynamics 365 Sales?
Yes. Customer Service and Dynamics 365 Sales share the same customer records, so sales and service work from the same account.
Which channels does it cover?
Email, chat and phone run through one agent workspace. Prismware configures the channels your customers already use.
How are licenses and implementation billed?
Licenses are billed at Microsoft list price, per user, per month, through Prismware as your Cloud Solution Provider. Implementation is quoted by phase once scoping is complete.