Case and ticket management
Every customer request becomes a structured case with complete history, priority, category and assigned agent. No more lost emails or duplicate requests. Every case is tracked from opening to closure.
What Dynamics 365 Customer Service changes for your team
Integrated knowledge base
Your agents find the right answer in seconds thanks to a searchable knowledge base accessible directly from the case. Articles are suggested automatically based on the ticket context and can be published on the customer portal.
Automated SLAs and OLAs
Define your service levels (first response time, resolution time) and let the platform apply them. Alerts and escalations are triggered automatically before an SLA is breached — your supervisor is notified, not caught off guard.
Unified omnichannel
Email, live chat, phone, WhatsApp, Facebook Messenger and SMS converge into a single queue. Your agents switch between channels without losing conversation context. The customer does not have to repeat their issue every time.
Customer self-service portal
Your customers find answers to their most common questions themselves via a freely accessible portal. Fewer incoming tickets for your team, more autonomy for your customers. The portal is customisable to match your brand.
Copilot for agents
Microsoft Copilot automatically summarises complex cases, suggests the best responses and drafts closure emails. Your agents focus on the relationship, not on data entry. Average handling time decreases by 20 to 40% depending on configuration.
Is your customer service team overwhelmed by untracked emails?
- Your customer requests arrive by email in a shared inbox — no priority, no tracking, no visibility into what has been handled or not
- You have no measurable SLA: you do not know how long it takes on average to respond to a request, or whether your customers are satisfied with your response times
- Your knowledge base is a Word file on a shared server — it is incomplete, rarely updated and your new agents never find it at the right moment
- Your customers have no portal to track their request — they call back, send another email, then complain because they do not know where their ticket stands
The Air Cloud approach to Customer Service
Faster resolution is measurable. We deploy, train and give you the right indicators to keep improving.
Resolving faster means building loyalty
Every hour saved on resolution time is an improved customer experience. Our clients see an average 30% reduction in ticket handling time after deploying Dynamics 365 Customer Service. Fewer escalated tickets, fewer follow-up calls, more satisfied customers — and teams under less pressure.
Your agents and supervisors trained
We train your agents on case management, your supervisors on queue management and your administrators on SLA configuration and escalation rules. Your team manages the platform independently — we remain available for enhancements and complex incidents.
Native Teams and Power Virtual Agents integration
Dynamics 365 Customer Service integrates with Microsoft Teams for internal collaboration on complex cases, and with Power Virtual Agents to deploy an automatic triage chatbot. A single Microsoft ecosystem, no seams, no duplicate entry. We are your single point of contact for the entire project.
Our services for Dynamics 365 Customer Service
DSI Pack
The DSI Pack supports the IT management department in deploying Dynamics 365. Scoping, configuration, migration of existing data and team training. A turnkey project for your customer service.
→ Discover the DSI PackDigital Audit
We audit your current customer service organisation and tools: handling workflows, existing SLAs, active channels, ticket volumes. You receive a report with our recommendations and a migration plan to Dynamics 365.
→ Request a digital auditDynamics 365 Training
Practical training for your agents, supervisors and administrators: case management, queue management, routing rule and SLA configuration. Your teams are up and running quickly.
→ View training coursesCustomer story
« Before Dynamics 365 Customer Service, we were managing 400 requests per month in a shared email inbox. It was impossible to know who was handling what. Since deployment, our average resolution time has dropped from 3 days to 18 hours. Our customers can see it, and our agents can breathe again. »