Case lifecycle
Intake, classification, unified routing, escalation and resolution with full history.
Dynamics 365 Customer Service
HomeCapabilitiesSolutionsDynamics 365 Customer Service
Microsoft Dynamics
Case management with SLAs that hold under load.
Microsoft Dynamics 365 Customer Service enables organizations to deliver fast, personalized, and consistent support across every customer interaction. AI-powered case management, omnichannel engagement, self-service portals, and knowledge management improve service quality while reducing response times. FORTE Technologies implements scalable customer service solutions that enhance customer satisfaction and operational efficiency.
We configure the routing and escalation rules around how your team is actually structured, then measure them.
Cases arrive by email, web form, chat, WhatsApp and voice, and unified routing distributes them on skills, capacity and priority instead of a queue owner picking the easy ones. Copilot drafts replies and summarises history from the knowledge base you maintain.
SLA design is where these projects are won or lost: pause conditions for time spent waiting on a customer, calendars that match the regional working week, and warnings that fire before a breach rather than reporting it the following month.
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Solution
What We Put In Place
Case types, queues and routing rules mapped to how your teams are actually organised, with escalation paths that name a person rather than a department.
Entitlements and SLA KPIs configured against real support contracts, working calendars and public holidays.
Knowledge articles written and approved as part of resolution, so the second identical question is answered by the portal instead of an agent.
Modules
Everything The Solution Covers
Case Management
Omnichannel Customer Support
AI Copilot for Service Agents
Knowledge Base Management
Customer Self-Service Portal
Live Chat & Digital Messaging
SLA & Escalation Management
Queue & Workload Management
Customer Satisfaction Analytics
Service Performance Dashboards
What We Deliver
Dynamics 365 Customer Service Capabilities
Entitlements and SLAs
Contract-based entitlements, SLA clocks, pause conditions and breach warnings.
Knowledge management
Article authoring, approval and in-context suggestions for agents and self-service.
Self-service
Customer portal and virtual agent deflecting routine requests before they become cases.
Outcomes
Outcomes that move your business forward.
We measure success by the impact we create. Here's what good looks like when Dynamics 365 Customer Service is running the way it should.
Request a ConsultationCases routed to the right queue on first touch
Unified routing distributes cases on skills, capacity and priority instead of a queue owner picking the easy ones.
SLA breaches predicted rather than reported after the fact
Warning thresholds fire before an SLA clock breaches, not in a report the following month.
Repeat questions answered by knowledge, not by agents
Approved knowledge articles surface in the self-service portal, deflecting the second identical question.
Service performance reported by team and channel
Dashboards break down case volume and resolution time by team and channel as it happens.
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