Every case in one queue.
Every case in one queue. Email, phone, chat and social channels converge into a single, routable case list, with nothing left sitting in a personal inbox.
SMYL implements and supports Dynamics 365 Customer Service as a Microsoft partner, pairing platform depth with AI and process discipline. Whether you're moving off a shared inbox or already live and looking to get more from your existing setup, we work with you at either stage.
Microsoft's platform for managing support cases across every channel, routed to the right agent and tracked through to resolution.
One record, shared with Sales: Running on the same data model, support cases and sales opportunities sit in one unified customer record.
Omnichannel case routing: Email, telephony, chat and social enquiries all route to the right agent automatically.
Copilot AI assistance: Drafts responses, summarises long case threads and surfaces the right knowledge article at the right time.
A proper service function: SLAs, visibility and consistent quality, instead of chasing tickets in a shared inbox.
Support quality drops when every agent is working from memory and a different inbox folder. Centralising cases, SLAs and knowledge in one system means customers get a consistent standard of answer regardless of who picks up the case, and managers can see where service is slipping before it becomes a churn risk.
Every case in one queue. Email, phone, chat and social channels converge into a single, routable case list, with nothing left sitting in a personal inbox.
SLAs that are visible, not assumed. Automatic escalation and timers keep response commitments honest across the whole team.
AI drafted responses. Copilot assisted replies and case summaries cut handling time while agents keep final control of what is sent.
A knowledge base that grows with use. Every resolved case can become a reusable article, so common issues get faster to answer over time.
One record with Sales. Support history is visible to the account team, so renewal and upsell conversations are not happening blind.
Omnichannel without the patchwork. Chat, voice and messaging work as fully native channels rather than third party integrations bolted on afterwards.
Manager visibility in real time. Live dashboards on volume, backlog and agent workload, not a report pulled together after the fact.
Self service that actually deflects. Customer facing portals and automated agents resolve routine enquiries before they reach a human.
Omnichannel routing: Cases arrive from email, chat, voice and social and land in one prioritised queue.
SLA & escalation management: Timers and automated escalation paths keep response commitments on track.
Knowledge management: A living knowledge base built from resolved cases, searchable by agents and customers alike.
Copilot assisted agents: Draft replies, case summaries and suggested articles surfaced right inside the case form.
If Customer Service is already live but cases are still slipping through email outside the system, SLAs are not holding, or your current partner is not keeping pace, that is a different problem to a first implementation. We help with: configuration health checks, adding Copilot assisted agents to a system that didn't originally include them, fixing routing or SLA issues without replatforming, and picking up support from an existing partner relationship that is not working.
A condensed, Customer Service specific view of our delivery framework. The full four phase methodology lives on the Dynamics 365 overview page.
Specific to Dynamics 365 Customer Service.
Combined Sales and Customer Service rollouts generally need a longer window than a Sales only deployment, largely driven by how many channels (email, chat, voice, social) need routing and how much existing knowledge content needs migrating. We scope this precisely during discovery.
Because it shares its data model with Microsoft 365 and Dynamics 365 Sales, support agents can see sales and account history natively rather than through a separate integration. That is useful when support and account management need to work from the same picture of the customer.
Consistent SLAs and a single routable queue regardless of channel, plus a knowledge base that gets better every time a case is resolved, rather than each agent working from their own inbox folder and institutional memory.
They share the same underlying customer record. A support case and a sales opportunity for the same account are visible from one place, which is why many organisations bring in both modules rather than support alone.
The main factors are how many channels need routing (email, chat, voice, social), current case volume, and how much existing knowledge content needs migrating or restructuring. Licensing then scales with agent seat count and tier. We size this during discovery.
Teams juggling more than one channel without a single queue, or missing SLAs because commitments are not tracked automatically, tend to see the quickest impact. Teams without a shared knowledge base also benefit early, since every resolved case starts contributing to answers for the next one.
Live visibility on case volume, backlog and agent workload, plus SLA compliance and first response time tracked automatically rather than pulled together after the fact. That real time view is usually what changes day-to-day management the most, spotting where service is slipping before it becomes a churn risk.
That is part of ongoing support rather than a separate project. Routing rules, SLA timers and escalation paths can be adjusted as your channels or volume change. We treat go-live as the start of optimisation, not the end of the engagement.