Microsoft 365 
Dynamics 365 Customer Service Professional is Microsoft’s customer support platform for teams managing cases across email, phone, and a self-service portal. It gives agents a unified workspace to track, resolve, and escalate customer issues with a structured knowledge base and SLA management — all integrated with Microsoft 365.
What’s Included
- Case management — Create, assign, and track customer support cases from any channel. View full case history, related contacts, and previous interactions in one place. Automatic case routing based on rules and queues.
- Knowledge base — Build a searchable library of articles, troubleshooting guides, and FAQs. Agents surface relevant articles while working a case. Self-service portal lets customers find answers without contacting support.
- SLA management — Define Service Level Agreements with response and resolution time targets. Automatic warnings and escalations when SLAs are at risk.
- Self-service portal — Customer-facing portal where customers can submit cases, track status, and search the knowledge base. Powered by Power Pages.
- Email and phone channel — Manage cases coming in via email and manual phone logging. For omnichannel (live chat, SMS, social) upgrade to Enterprise.
- Entitlements management — Track support contracts and entitlements (e.g., “this customer gets 10 priority support cases per year”) and automatically apply them to incoming cases.
- Dashboards and reporting — Agent productivity, case volume, SLA compliance, and customer satisfaction dashboards out of the box. Connect Power BI for advanced analytics.
- Microsoft 365 integration — Cases and customer records linked to Outlook emails, Teams conversations, and OneDrive documents.
Ideal For
Customer service teams handling cases primarily via email and phone, organisations building their first formal support operation, and businesses that want structured case management and a knowledge base without the full complexity of enterprise omnichannel tools.
Keys Locker CSP Guarantee
- Genuine Microsoft CSP licence — provisioned directly through the official Microsoft partner channel
- 99.9% uptime SLA — Microsoft-backed service level agreement for all Microsoft 365 services
- Instant provisioning — subscription activated within minutes of payment confirming
- 7-day money-back guarantee — full refund if not provisioned or unused within 7 days
- Flexible cancellation — cancel monthly plans anytime; annual plans cancel at end of term
- 24/7 partner support — our team escalates issues directly to Microsoft on your behalf
- Scale up or down anytime — add or remove seats mid-cycle with no penalty
