D365 Customer Service
Case management, SLAs, knowledge, routing rules, and omnichannel voice and chat. Delivered by DESSS with a documented 6-step workflow, named deliverables, and a 24-hour discovery response.
MICROSOFT DYNAMICS 365 CE
What does DESSS deliver for D365 Customer Service?
DESSS delivers D365 Customer Service on Microsoft Dynamics 365 CE through the d365 customer service implementation: contact and case analysis; queue, sla and entitlement design; channel configuration; knowledge base and deflection; agent pilot; launch and service reporting. Each step closes with named deliverables you sign off before the next begins.
THE WORKFLOW
6 steps, start to finish
Every engagement follows a documented sequence, so you always know which stage the work is in and what closes it.
- Contact and case analysis — What customers ask for
- Queue, SLA and entitlement design — Set the commitments
- Channel configuration — Meet them where they are
- Knowledge base and deflection — Answer once
- Agent pilot — Test with real tickets
- Launch and service reporting — Report what you promised
WHAT YOU GET
Named deliverables, signed off
Each step closes with deliverables you review and approve before the next one begins — progress you can audit rather than a status colour on a slide.
- Contact analysis
- Case taxonomy
- Volume drivers
- SLA matrix
- Queue design
- Entitlement rules
- Channel configuration
- Routing rules
- Unified case view
- Knowledge base
HOW TO ENGAGE
Advice, delivery, or managed service
Engage DESSS at whatever depth the work needs — independent advice before you commit budget, full delivery against an agreed blueprint, or ongoing support from the team that built it.
Consulting & Advisory
Assessment, platform selection, business case, and roadmap — before you commit budget.
Implementation Services
Full delivery to an agreed blueprint, with weekly demos and named deliverables at every step.
Integration & Migration
Connecting and modernizing the systems the work depends on, with validated data and monitored interfaces.
Managed Support Services
Monitoring, incident handling, enhancements, and release management from the team that built it.
A typical DESSS D365 Customer Service delivery runs 6 steps, with the final step reached around weeks 10–12. Complex integrations, multi-entity scope, or regulated environments extend that — the discovery session produces a dated plan for your case rather than an average.
Every step closes with named deliverables — Authoring workflow, Case taxonomy, Channel configuration, Contact analysis, Deflection setup, Entitlement rules, Knowledge base, Live service desk — so progress is visible, auditable, and reviewable rather than a status colour on a slide.
Yes. Integration with the systems your service management depends on is designed early and delivered with validation, monitoring, and error handling, so failures are visible and recoverable.
No. D365 Customer Service is often delivered alongside the other Microsoft Dynamics 365 CE products listed below, in a phased roadmap that avoids rebuilding earlier phases. DESSS sequences them so each phase stands on its own.
The consultants who implemented it. Managed support covers monitoring, incidents, enhancements, and release management under severity-based service levels.
GET STARTED
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Talk to a DESSS consultant about D365 Customer Service. We respond to discovery requests within 24 hours.