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Microsoft Dynamics 365 Customer Service

Give service teams the customer context, automation and knowledge they need to resolve issues faster and deliver consistent support.
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The strategic technology partner for scalable organisational growth.
Why partner with us

Partnering with Zenzero gives you specialist customer service expertise without the cost of building and managing an in-house Dynamics team.

Our Microsoft specialists design Dynamics 365 Customer Service around the way requests arrive, cases are assigned and agents collaborate, creating a practical service platform that reduces handoffs and improves resolution times.

We also connect your customer data, knowledge, automation and Copilot capabilities, helping agents understand each customer’s history and deliver faster, more consistent support across every interaction.

Connected customer service

Build your service platform around how your teams work

Zenzero begins by understanding how customers contact you, how requests are triaged and what agents need to resolve them effectively. We map your case processes, queues, escalation routes, service-level agreements, entitlements and knowledge requirements before configuring the platform.

Our specialists then connect Dynamics 365 Customer Service with Microsoft Teams, Power Platform, Power BI, Copilot and other business systems where appropriate. This gives agents one practical workspace for managing support while improving visibility across service, sales and operational teams.

Faster and more consistent support

Give agents the context and tools to resolve issues properly

Dynamics 365 Customer Service brings cases, activities, customer history, queues and knowledge content into one connected environment. Agents can see what has already happened, understand the customer’s circumstances and take the next appropriate action without searching through disconnected inboxes and spreadsheets.

Routing, automation and service-level tracking also help cases move to the right people and remain visible throughout their lifecycle. This can reduce repetitive administration, improve response times and create a more consistent experience across teams, departments and communication channels.

AI-assisted service delivery

Reduce routine work without losing the human connection.

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Microsoft Copilot can summarise case histories, surface relevant knowledge and help agents prepare responses, reducing the time spent reviewing records and searching for information.

Zenzero helps you apply AI and automation where they create genuine value. Routine questions and administrative tasks can be handled consistently, while your people retain the time and context needed for complex, sensitive and high-value customer conversations.

Customer Service

"We know the right expert is always at the other end of the phone if we need them. The benefit of outsourcing means we have the ability to call on the right expertise at the right time, we can always draw on the skillset that we need."

Garry Collins

Administration and Finance Manager, St John

Customer Service

"The project was very well planned, exceptionally well executed and smoothly implemented. The team were wonderful, the project was delivered on time and on budget, and we received great support all the way through. I couldn’t fault it."

Andrew Everton

Executive Director, Saffery Trust

Customer Service

"They’ve become more than a service provider; they are a trusted partner. This partnership between Solent Mind and Zenzero allows us to adapt and evolve more quickly, leading to improved services and outcomes for our users."

Robert Wayman

FEE & Director, Solent Mind

Customer service challenges

Common customer support challenges we help with.

Customer information is fragmented

Support history may be spread across email, spreadsheets, phone notes and separate applications. We bring customer cases, activities and interactions into one workspace so agents can understand the full story before responding.

Cases reach the wrong team

Manual assignment and unclear queues can delay resolution and create unnecessary handoffs. We configure routing based on skills, priority, subject and business rules so work reaches the most appropriate agent more quickly.

Service commitments are difficult to track

Without clear targets and escalation processes, important cases can remain unresolved for too long. We introduce service-level agreements, entitlements, dashboards and alerts that make response and resolution performance visible.

Agents repeat routine administration

Summarising cases, finding guidance and updating records can reduce the time available for customers. We use workflows, approved knowledge and Copilot capabilities to remove repetitive steps and support more productive service delivery.

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Ready for
better outcomes?

Still have Qs?

Questions we
often get asked:

What does Dynamics 365 Customer Service give our support team?

It provides a connected workspace for cases, customer history, queues, activities, service-level agreements, entitlements and knowledge content. Agents can understand each issue and manage it through to resolution without relying on disconnected tools.

How does Copilot support customer service agents?

Copilot can summarise cases, surface relevant information and help prepare responses. This reduces time spent reviewing history and allows agents to focus more attention on solving the customer’s problem.

Can Dynamics 365 Customer Service support different communication channels?

Yes. The platform can support service across channels such as email, chat, voice and self-service, depending on your configuration and licensing. Interactions can be brought together around the same customer and case history.

Does it connect with our sales and operational systems?

Yes. Dynamics 365 Customer Service can connect with other Dynamics 365 applications, Microsoft Teams, Power Apps, Power Automate, Power BI and Copilot, helping service, sales and operations work from shared information.

How can Zenzero help implement Dynamics 365 Customer Service?

Zenzero can assess your current service processes, design the case and routing model, configure the platform, migrate relevant information and integrate it with your wider Microsoft environment. We can also support training, adoption and ongoing optimisation.

Still have questions? Contact Us