Give your service team one place to handle every customer, every channel, and every case, without switching between tools or losing context mid-conversation.
Microsoft Dynamics 365 Customer Service is a cloud-based customer service platform (CRM) that gives your team everything they need to handle customer issues in one place. Cases, conversations, knowledge articles, and performance data all sit in a single system, so your team spends less time switching between tools and more time actually helping customers.
It works across every channel your customers already use, email, phone, chat, and social and connects natively with Microsoft Teams, Outlook, and the rest of the Microsoft ecosystem.
With over six years of implementing and supporting Dynamics 365 across the UAE, SQIT helps businesses configure and deploy Customer Service in a way that fits how their teams actually work.
Dynamics 365 Customer Service is built to connect the way your teams actually handle customers. Here is what that looks like across each area of your business.
These are the capabilities that make Dynamics 365 Customer Service more than just a helpdesk.
Every customer issue becomes a case with a full contact profile and history attached. Agents always have context before they pick up a conversation, and nothing falls through the gaps between handoffs.
Cases are automatically assigned to the right agent based on skills, availability, and case type. The right case gets to the right person the first time, without anyone managing a queue manually.
Customers reach you through email, phone, live chat, WhatsApp, and social media. Dynamics 365 Customer Service brings all of those channels into one workspace, so agents stop jumping between platforms and customers stop repeating themselves.
Copilot assists agents in real time. It suggests responses based on case history, summarises long threads so agents do not have to read everything from scratch, and flags when a customer’s sentiment is turning negative before it becomes a complaint.
Dynamics 365 Customer Service works across desktop, browser, and mobile without a separate app or a different version. Agents get the same system and the same data whether they are in the office, working from home, or handling a case on the go.
Service level agreements are tracked automatically. Agents and supervisors see which cases are approaching breach before it happens, and escalation rules trigger without anyone having to monitor a spreadsheet.
The knowledge base surfaces relevant articles based on the case content automatically. Agents find answers without leaving the system, and the response is consistent regardless of which agent picks up the case.
Every case, channel, and interaction feeds into a single reporting view. Teams track performance in real time, spot patterns early, and build custom reports around the metrics that actually matter to their business.
How Gulf Data Hub automated intercompany consolidation with a custom Dynamics 365 solution
How Dutch Foundations unified multi-entity finance and compliance with a custom Dynamics 365 solution
How Harvey & Brockless automated production and delivery tracking with a custom Dynamics 365 solution
How JTC International moved from manual stock tracking to real-time inventory intelligence with Dynamics 365
Recognized by Microsoft and the platforms we build on, so you know who you’re working with.
Every industry has different compliance requirements, reporting needs, and operational workflows. We configure Business Central around how your industry actually works.
It is a platform that manages every customer interaction in one place. Cases, conversations across all channels, agent workflows, SLA tracking, and performance reporting all sit in a single system. It replaces the combination of email inboxes, spreadsheets, and disconnected tools that most service teams rely on.
No. Dynamics 365 Customer Service is available in Professional and Enterprise editions, which means it scales from smaller service teams handling a few dozen cases a day to large contact centres managing thousands. We help you identify which edition fits your team size and service complexity before you commit to anything.
Yes. SQIT is headquartered in Dubai and works with businesses across the UAE and the wider GCC region. Our team is local, which means you are not dealing with offshore support when something needs attention after go-live.
Yes. Dynamics 365 Customer Service supports Arabic language and right-to-left interface settings, which matters for businesses serving customers across both Arabic and English environments in the UAE.
Yes. Dynamics 365 Customer Service supports WhatsApp Business, live chat, email, phone, and social media channels through its omnichannel capabilities. We configure the specific channels your customers already use so nothing needs to change from their side.
For a single-entity business with a straightforward service operation, implementation typically takes six to ten weeks. More complex setups with multiple channels, integrations, and custom workflows take longer. We give you a realistic timeline at the start based on what your specific setup actually requires.
Yes. We handle migrations from CRM platforms, helpdesk tools, and other systems. The quality and structure of your existing data affects how straightforward this is, which is something we assess early in the process before anything is moved.
Our support team is in Dubai. Depending on your agreement, you have access to a dedicated point of contact, a helpdesk for day-to-day queries, and regular check-ins to make sure the system keeps up with how your service operation evolves.
No. While we are based in Dubai, we work with businesses across the UAE including Abu Dhabi, Sharjah, and the Northern Emirates, as well as clients across the GCC region.
Schedule a call with one of our Dynamics 365 consultants.
We will listen to how your business works, ask the questions that matter, and give you a clear picture of what implementation would look like for you.
