Case model designed for your service
Case types, entitlements, SLAs and routing modelled on real service catalogues.
Business Applications
Dynamics 365 Customer Service for case and service management
Customer Service is the core of most public-sector and enterprise service operations on Dynamics 365: cases, entitlements, knowledge and channels in one system. BD-S implements it for contact centres, shared services and regulatory teams.
The problem it solves
Why organisations look at Dynamics 365 Customer Service
Cases tracked in inboxes and spreadsheets
Service levels are unmeasurable and handovers are lost.
Knowledge is scattered
Agents answer from memory or old documents, so responses are inconsistent.
Channels are disconnected
Phone, email, web and chat produce separate records for the same person.
Where BD-S adds value
More than a product install
Omnichannel when it earns its keep
Voice and digital channels added through Contact Center where volumes justify it.
Knowledge and Copilot
Curated knowledge with Copilot case summaries and suggested responses.
Portals for self-service
Power Pages portals for lodgement, status and secure document exchange.
Services
Advisory and implementation
Service discovery
Service catalogue, case lifecycle, SLAs and reporting needs.
Implementation
Case management, routing, entitlements, knowledge and dashboards.
Channel integration
Telephony, email, web forms and chat connected through Contact Center or existing platforms.
Portal delivery
Public or authenticated Power Pages portals connected to case data.
Use cases
Where it fits
- Government contact centre and case management
- Complaints, compliance and regulatory case handling
- Shared services for HR, IT or facilities requests
- Customer support for an enterprise product or service
Part of the wider Microsoft ecosystem
Customer Service works with Contact Center for channels, Power Pages for self-service and Power Automate for approvals and notifications. Azure Integration Services connect it to records, payments and identity systems.
Governance and security
Built to be governed
- Environment strategy, solution layering and ALM through Power Platform pipelines
- Security roles, field-level security and data access mapped to your policies
- Audit, retention and data residency settings confirmed for Australian tenancy
- Release governance with change approval and rollback
Adoption and managed support
After go-live
BD-S runs Customer Service under the managed service with support desk access, release management, SLA reporting and continuous improvement of routing, knowledge and forms.
Related Microsoft capabilities
Talk to us about your Microsoft environment
Tell us where Dynamics 365 Customer Service fits in your plans and we will suggest a sensible first step.