How much does Microsoft Dynamics 365 Customer Service cost?

Microsoft Dynamics 365 Customer Service is a paid product. The listed starting price is $50/user/mo billed annually.

What does Microsoft Dynamics 365 Customer Service integrate with?

Microsoft Dynamics 365 Customer Service integrates with Microsoft Teams, Microsoft Copilot Studio, Microsoft 365 Copilot, Dynamics 365 Contact Center, Dynamics 365 Field Service, Dynamics 365 Sales, Dynamics 365 Customer Insights, Power BI, and Azure Communication Services.

What compliance standards does Microsoft Dynamics 365 Customer Service meet?

Based on the vendor's own security and trust pages, Microsoft Dynamics 365 Customer Service claims SOC 2, GDPR, ISO 27001, and FedRAMP compliance.

Which support channels does Microsoft Dynamics 365 Customer Service cover?

Microsoft Dynamics 365 Customer Service handles customer conversations over chat, email, voice, SMS, WhatsApp, and social media.

Can Microsoft Dynamics 365 Customer Service take actions, or does it only answer questions?

Microsoft Dynamics 365 Customer Service can take actions in connected systems, not just answer questions, including ticket routing & tagging.

Can I buy Microsoft Dynamics 365 Customer Service without talking to sales?

Yes. You can sign up and start on your own. Minimum commitment: Paid yearly.

When was Microsoft Dynamics 365 Customer Service founded?

Microsoft Dynamics 365 Customer Service was founded in 1975.

Microsoft Dynamics 365 Customer Service

Agent Assist & Copilots Contact Center & CCaaS Enterprise Help Desk & Ticketing

Microsoft's case management and service CRM with Copilot, prebuilt service agents and Copilot Studio, priced per user from $50/month.

Best for

Microsoft-centric enterprises that want service cases, Copilot and prebuilt service agents alongside Dynamics 365 Sales and Field Service, from $50 per user per month.

Look elsewhere if

You need a lightweight helpdesk running this week, since Dynamics is an enterprise platform that typically needs a partner, and channels beyond email mostly arrive via the separate Contact Center product.

Pricing: Paid from $50/user/mo billed annually
Founded: 1975
Free trial: 30-day free trial
How you buy: Self-serve signup
Minimum commitment: Paid yearly
Company: Product of Microsoft (public, NASDAQ: MSFT)
Channels: Chat, Email, Voice, SMS, WhatsApp, Social
Compliance: SOC 2 GDPR ISO 27001 FedRAMP
Integrations: Microsoft Teams Microsoft Copilot Studio Microsoft 365 Copilot Dynamics 365 Contact Center Dynamics 365 Field Service Dynamics 365 Sales Dynamics 365 Customer Insights Power BI Azure Communication Services

Dynamics 365 Customer Service is Microsoft's service CRM: case management, knowledge management, community portals and an agent workspace sharing data with the rest of Dynamics 365. The AI comes in two layers. Copilot works alongside service representatives, helping diagnose problems, troubleshoot issues and draft customer responses, with sentiment analysis, transcription, translation and AI-recommended knowledge articles in the workspace. On top of that sit prebuilt service agents: a Case Management Agent that automates the case lifecycle, a Customer Knowledge Management Agent that keeps articles current by mining case notes, a Customer Intent Agent that discovers intents from conversations across channels for self-service, and a Quality Evaluation Agent that scores interactions from both human reps and self-service bots. Custom agents are built in Copilot Studio.

The thing to understand is how Microsoft splits the product. Customer Service is the case and CRM side; the channels (voice, chat bots, conversational IVR, SMS, social and WhatsApp) are delivered by Dynamics 365 Contact Center, which Microsoft describes as a standalone product built from the old voice and digital messaging add-ins, enhanced with Copilot and conversational IVR from Nuance, and designed to work with other CRMs as well. The Premium tier of Customer Service bundles the two. Collaboration runs through Microsoft Teams, and Microsoft cites more than 1,000 prebuilt flows for automation.

Microsoft names Lenovo (20 percent lower handling time with Copilot), Lexmark (23 percent higher call center productivity), VIVID (72 percent more engagement on digital channels), Hype (90 percent first call resolution) and Microsoft's own support organization (50 percent process time savings) as customers. Microsoft was named a Leader in The Forrester Wave for Customer Service Solutions, Q1 2026, and in Gartner's 2025 Magic Quadrant for the CRM Customer Engagement Center.

Pricing is published per user, paid yearly: Professional $50, Enterprise $105 and Premium $195, with standalone Contact Center at $110. Agents also consume Copilot Credits through Copilot Studio, sold as prepaid packs or pay-as-you-go, so budget for that on top of seats. There is a 30-day free trial. Choose Dynamics 365 Customer Service if you already run on Microsoft 365, Teams and Dynamics and want service cases tied to the same platform as sales and field service. Skip it if you want a helpdesk you can stand up in an afternoon; this is an enterprise platform that usually arrives with a partner implementation.

Key features

Copilot for case summaries and drafted replies
Prebuilt Case Management, Knowledge, Intent and Quality Evaluation agents
Custom agents in Copilot Studio
AI-based and sentiment-based routing
Integrated contact center in the Premium tier

What the AI can do

Takes actions, not just answers. Microsoft Dynamics 365 Customer Service can complete tasks in your other systems: Ticket routing & tagging

Visit Microsoft Dynamics 365 Customer Service →

See the best Microsoft Dynamics 365 Customer Service alternatives →

Frequently asked questions

Who is Microsoft Dynamics 365 Customer Service best for?: Microsoft-centric enterprises that want service cases, Copilot and prebuilt service agents alongside Dynamics 365 Sales and Field Service, from $50 per user per month. Look elsewhere if you need a lightweight helpdesk running this week, since Dynamics is an enterprise platform that typically needs a partner, and channels beyond email mostly arrive via the separate Contact Center product.
How much does Microsoft Dynamics 365 Customer Service cost?: Microsoft Dynamics 365 Customer Service is a paid product. The listed starting price is $50/user/mo billed annually. Compare pricing across all listed tools →
What does Microsoft Dynamics 365 Customer Service integrate with?: Microsoft Dynamics 365 Customer Service integrates with Microsoft Teams, Microsoft Copilot Studio, Microsoft 365 Copilot, Dynamics 365 Contact Center, Dynamics 365 Field Service, Dynamics 365 Sales, Dynamics 365 Customer Insights, Power BI, and Azure Communication Services.
What compliance standards does Microsoft Dynamics 365 Customer Service meet?: Based on the vendor's own security and trust pages, Microsoft Dynamics 365 Customer Service claims SOC 2, GDPR, ISO 27001, and FedRAMP compliance. See how that compares across vendors →
Which support channels does Microsoft Dynamics 365 Customer Service cover?: Microsoft Dynamics 365 Customer Service handles customer conversations over chat, email, voice, SMS, WhatsApp, and social media.
Can Microsoft Dynamics 365 Customer Service take actions, or does it only answer questions?: Microsoft Dynamics 365 Customer Service can take actions in connected systems, not just answer questions, including ticket routing & tagging.
Does Microsoft Dynamics 365 Customer Service have a free trial?: Yes: 30-day free trial.
Can I buy Microsoft Dynamics 365 Customer Service without talking to sales?: Yes. You can sign up and start on your own. Minimum commitment: Paid yearly.
When was Microsoft Dynamics 365 Customer Service founded?: Microsoft Dynamics 365 Customer Service was founded in 1975.
What are the best Microsoft Dynamics 365 Customer Service alternatives?: Popular alternatives include ASAPP, Balto, and CallMiner. See all Microsoft Dynamics 365 Customer Service alternatives →

Sources for the facts on this page

Pricing model: microsoft.com $50.00 user/month, paid yearly checked October 2026
Starting price: microsoft.com Dynamics 365 Customer Service Professional $50.00 user/month, paid yearly checked October 2026
Channels: microsoft.com including email, text, social network, or virtual assistant checked October 2026
Channels: microsoft.com Connect via voice, SMS, web, mobile, email, and social channels checked October 2026
Channels: learn.microsoft.com the omnichannel capability in the application enables you to send and receive WhatsApp messages using Azure Communication Services checked October 2026
Compliance: learn.microsoft.com Service HITRUST EU privacy laws and regulations SOC 1 SOC 2 ISO 27017 ISO 27001 … Dynamics 365 Customer Service Yes Yes Yes Yes Yes Yes checked October 2026
Compliance: learn.microsoft.com The certification is for FedRAMP High on GCC Moderate. checked October 2026
Free trial: learn.microsoft.com Dynamics 365 Customer Service offers a 30-day free trial. checked October 2026
How you buy: learn.microsoft.com After a quick sign-up, you'll have access to many of the app's key features. checked October 2026
AI actions: microsoft.com Increase first-call resolution with AI-based routing that classifies issues, then assigns them to the best-suited service representative. checked October 2026
AI takes actions: microsoft.com Automate the case lifecycle to reduce handle time and alleviate the burden of manual tasks on service reps. checked October 2026
Founded year: news.microsoft.com 1975 Microsoft founded checked October 2026
Minimum commitment: microsoft.com $50.00 user/month, paid yearly checked October 2026

Updated October 2026

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