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Routing rules
Queue model, skill mapping, capacity profiles. Which tickets go to whom, with what priority, with what escalation path. We model this in workshops with service leadership and team leads — before we configure.
Microsoft Cloud · Microsoft Dynamics 365
As your Microsoft Dynamics 365 Customer Service partner, we configure the mechanics that reliably route service requests to where they belong. Service tickets don't get lost from missing tools but from unclear routing rules and SLAs nobody maintains — we build them so your team understands them.
Current promotion: 40% discount on Microsoft Dynamics 365 Customer Service Enterprise/Premium and Contact Center — until 06/30/2026 for Enterprise + CSP channel. Example: 50 users on Customer Service Enterprise save approximately €27,300 per year.
30 days free
We set up the trial tenant in 48 hours, train your key users (2 hours), hold weekly office hours with the architect, and prototype your target use case. After 30 days you receive an architecture recommendation — you decide on adoption or shutdown.
Capabilities
Six functional areas that make the difference in service operations between reactive firefighting and steerable service quality.
Email, web chat, phone, Microsoft Teams, social channels (Facebook, X, WhatsApp). All inbound requests land in the same workspace, with full history per contact — your agents know immediately what happened before.
SLAs at service level, not ticket level: first-response time, resolution time, escalation at threshold. Defined per customer, product, priority — the control center without which omnichannel is pointless.
Article lifecycle with draft, approval, versioning. Linkage with tickets, suggestion logic in the workspace, "which article helped" analytics. Pitfall: a knowledge base lives from maintenance — we deliver a maintenance model along with it, not just empty templates.
Multi-session workplace with tabs: several tickets in parallel, contact cards as sidebar, knowledge suggestions, Copilot response suggestions. The workspace replaces the old Hub UI for most of our clients.
Built-in telephony based on Azure Communication Services. Real-time voice transcription, sentiment analysis, call summary with Microsoft Copilot. Works without third-party telephony — integratable with existing SIP trunks or Teams Phone.
Capacity-based routing, skill-based assignment, escalation paths. Customers with Premium service contracts land in the "Premium" queue, others in "Standard" — traceable and auditable.
Dynamics 365 Customer Service Agents
Since the GA in October 2025, the Customer Service Agents are usable with any Customer Service license — Copilot Credits are required. With Customer Service Premium, 1,000 credits/user/month are included since November 2025. Source: Microsoft Dynamics 365 Licensing Guide, May 2026.
Streamlines the case lifecycle: creates cases, updates details from incoming emails and chats, tracks open items, reminds about deadlines. Reduces handle time and typos — especially where service agents work on multiple tickets in parallel.
Generative AI that builds an intent library from the history between agents and customers. Improves routing and response quality in voice and chat bots — and makes visible which inquiries actually come in most often, beyond the manually maintained categories.
Generates knowledge articles from closed cases — minimizes effort for agents who otherwise have to maintain knowledge "on the side". Useful when the knowledge base is chronically behind; problematic if the cases themselves are poorly documented. We set up the reviewer workflow before activation.
Automatically evaluates cases and conversations, assigns quality scores, delivers detailed insights for supervisor coaching. Doesn't replace the manual sampling model of QM owners — but takes noticeable load off it.
Note on Copilot for Service: Microsoft integrated Copilot for Service into the Microsoft 365 Copilot USL in October 2025. Anyone with Microsoft 365 Copilot gets the service functions in Outlook and Teams automatically — the previously separate add-on license is no longer required. Source: Microsoft Dynamics 365 Licensing Guide, May 2026 (Change Log).
Typical use cases
Three scenarios from our practice — and a clear note on when other tools fit more leanly.
Example: a software vendor with 18 service agents, three service levels (Standard, Premium, Strategic), 24/5 coverage. Tickets from email, web portal, and Teams chat — routing by contract tier, SLA-mandated.
Example: a plant-builder with a service hotline 8 AM – 6 PM CET, ~120 calls per day. Voice channel with speech transcription, call summary in the ticket, automatic linkage to asset and contact.
Example: an industrial manufacturer with complaints from customer emails, hotline, and field service reports. Escalation tiers by damage value, approval workflows, linkage to Microsoft Dynamics 365 Field Service for on-site inspection.
For small teams under 5 employees with simple email workflows, without SLA requirements: Helpscout, Front, or a well-structured shared inbox are sufficient. Customer Service delivers its value from a certain complexity onwards.
Our approach
Five work packages we cleanly process in every Customer Service project — adapted to your service structure and your growth.
Queue model, skill mapping, capacity profiles. Which tickets go to whom, with what priority, with what escalation path. We model this in workshops with service leadership and team leads — before we configure.
SLA definitions with first response, resolution, escalation. Per customer, per product, per priority. Business-hours models (8 AM – 6 PM, 24/7, holidays). Test scenarios with real example tickets before we go live.
Customer Service Workspace with the right views, sidebars, and quick replies. Productivity pane with knowledge suggestions and Copilot. Multi-session tabs for agents working on multiple tickets in parallel.
Article templates, approval workflows, versioning. Initial population from your existing wiki and documentation. A maintenance model that keeps running without external consulting.
SLA attainment, first-contact resolution, backlog aging, top topics per quarter. In Power BI, attached to Customer Service. Service leadership gets a steering view, team leads get their view.
License costs, editions & capacity
Microsoft offers four Customer Service editions — all per user, Customer Service Enterprise additionally per device. Information as of: Microsoft Dynamics 365 Licensing Guide, May 2026.
| Edition | List price | For | Included |
|---|---|---|---|
| Customer Service Professional | €43.30/user/month | Base service with knowledge base for end-customers. For less complex service scenarios. | Case management, knowledge articles, self-service portal. No Unified Routing capacity included. |
| Customer Service Enterprise | €91.00/user/month with promo: ~€54.60 |
Standard for omnichannel service with SLA, routing, and service insights. | Unified Routing with 50 record routes/user/month (chats, calls, and text messages excluded), 2,000 Customer Voice responses/user/month, Customer Service Insights (KPI reports, topic clustering from the knowledge base). |
| Customer Service Premium | €169.00/user/month with promo: ~€101.40 |
Copilot-first Contact Center plus CRM in one bundle. The strategically most sensible edition today for service teams that want to use AI seriously. | Customer Service Enterprise + Contact Center (Digital + Voice) + 1,000 Copilot Credits/user/month (since November 2025). Customer Voice is not included in Premium (only in Enterprise). |
| Customer Service Device | on request | Device license for shifts and shared workstations (service counters, hotline pools). | Full Enterprise rights — bound to the device, not the person. |
Source: microsoft.com/en-us/dynamics-365/products/customer-service/pricing — as of May 2026.
Capacity detail Customer Service Enterprise (pooled per tenant): 50 record routes/user/month in Unified Routing — add-on pack with 10K record routes/tenant/month available. 2,000 Customer Voice responses/tenant/month — additional response packs in 1,000-unit steps. Voice channel capacity (Premium) brings 2,000 intelligent voicebot minutes/user/month and 6,000 call intelligence minutes/user/month, plus 35 GB Dataverse file storage for call recordings. Source: Microsoft Dynamics 365 Licensing Guide, May 2026.
Which edition you need depends on whether you want omnichannel routing, SLA escalations, knowledge base maintenance, and the AI agents. Our License Cost Calculator calculates this — also in mixed models, when, for example, back-office staff only read passively or hotline seats are more economical as device licenses.
Configuration note from practice: the most common implementation mistake is going live with all channels at once. We recommend email first, then chat, then telephony — otherwise your service team is hit with three new tools at once.
Frequently asked questions
Standard setup for a 10-person service team with email and chat channel starts at €22,000 net. With voice channel, multi-tier SLA model, knowledge base buildup, and Power BI reports, a typical mid-market engagement ranges between €45,000 and €120,000. A more accurate estimate comes after the 30-min discovery call.
Lean email-only implementation: 5–7 weeks. With omnichannel (email, chat, phone): 10–14 weeks. With voice channel and multi-tier SLA model: 14–22 weeks. We recommend a soft launch with one channel and stepwise expansion — otherwise it will overwhelm your service team.
Yes. Tickets, contacts, knowledge articles, custom fields, and SLA definitions we migrate via API. Pre-cleansing matters: closed tickets older than 3 years usually don't go into the new system but are archived separately. We have also implemented ServiceNow and Jira Service Management migrations.
B2B service teams in software, industrial components, mechanical engineering, and specialty chemicals. Complaints management in mail order with complex return processes. University and association member services. Pure B2C hotlines with high call volume per hour also work — but require more configuration effort at the voice channel.
Yes. The Customer Service Workspace with multi-session operation, standard routing, and SLA templates is usable out of the box. We configure queues, routing rules, SLA definitions, and knowledge article templates without code. Plug-ins only come into play for process-specific special requirements.
Outlook for email tracking, Teams for internal escalation and voice channel, SharePoint for attachments, Power BI for service dashboards. If Microsoft Dynamics 365 Sales runs in parallel, account and contact data are shared. Microsoft Dynamics 365 Field Service hangs on directly: a service ticket becomes a field-service order without data switching.
Microsoft Dynamics 365 Customer Service voice channel is based on Azure Communication Services and needs no third-party telephony. Existing SIP trunks or Teams Phone can be integrated. Classic on-premise PBXs need a CTI connector — the integration is feasible but not trivial. We check this in the discovery call.
With Dynamics 365 Agents GA in October 2025, four Customer Service Agents are available in production: Case Management Agent (case creation and tracking), Customer Intent Agent (intent library from interaction history), Customer Knowledge Management Agent (knowledge articles from case data), and Quality Evaluation Agent (quality score for cases and conversations). All require a Customer Service license and Copilot Credits. Customer Service Premium has included 1,000 credits/user/month since November 2025. Source: Microsoft Dynamics 365 Licensing Guide, May 2026.
Customer Service Enterprise includes Unified Routing with 50 record routes/user/month (chats, calls, and text messages excluded), 2,000 Customer Voice responses/user/month, and Customer Service Insights features like KPI dashboards and topic clustering from the knowledge base. Add-on capacity is available as a 10K record routes pack per tenant; Customer Voice responses come in 1,000-unit packs. Customer Service Premium bundles Enterprise plus Contact Center (Digital + Voice) plus 1,000 Copilot Credits/user/month — Customer Voice is not included here (a Premium-typical exception).
60-min demo · concrete service case
Bring a typical service ticket. We'll show how it arrives in the Customer Service Workspace, gets routed, escalated, and resolved — no generic slideshow.
Accompanying services
Engineering projects rarely stand alone — license logic, architecture clarification, quality gates, knowledge transfer, and follow-up operations usually run in parallel. Here are the most common accompanying services we add via Discovery Spike, sprint fixed price, or Application Care contracts.
Before · Architecture
Before implementation begins: tenant structure, data model, security concept, integration mapping. The result is an architecture document any engineering team can build on — including one other than us.
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Before · CSP
Which license bundles for which users, which add-on SKUs are required, where you are over- or under-licensed. Sourced as a Microsoft Licensing Partner — with the option to use CSP purely as control without margin maximization.
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During · Quality gate
An independent second opinion during a running implementation project — whether we run it ourselves or another partner does. CMMI-based quality gates, risk reviews, fixed price per gate.
During · Adoption
Not the classic two-day workshop that's forgotten a week later — but a dynamic learning program over 4–6 weeks with initial training, application phases, and follow-up sessions. Training matrix across roles and topics.
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After · Operations
After go-live: a predictable Application Care contract with a monthly flat fee, SLA-based. Includes releases, hotfixes, enhancements, tenant hardening — and continuous guidance rather than ticket-only response.
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After · Knowledge
When the original developers are gone, the predecessor partner is no longer reachable, or documentation is outdated — reverse engineering of the existing solution with a documented result: code map, data model, customization inventory.
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More on Microsoft CRM? Find the full overview of the Dynamics 365 CRM family in our Insights area — knowledge content, not a sales pitch. To the CRM knowledge area →
Strategy background · arades topic page
Why we consistently build all our apps and recommendations on a single data foundation — and when the isolated solution is still the better answer. 2,500 words on architecture, migration paths, and honest boundaries.
Read the topic page →