Microsoft Dynamics 365 Customer Service Digital Messaging Add-On Licensing
The Microsoft Dynamics 365 Customer Service Digital Messaging Add-On provides essential licensing to enable advanced digital communication channels for your customer support operations.
- Expanded Channels: Access to SMS, social media, and chat integrations for broader customer reach.
- Enhanced Engagement: Facilitate real-time, asynchronous conversations to improve customer satisfaction.
- Streamlined Workflows: Integrate digital messaging directly into agent dashboards for efficient case management.
- Scalable Solution: Licensing designed to grow with your customer service demands and team size.
Product Overview
Product Overview
This platform licensing provides the necessary entitlements for Microsoft Dynamics 365 Customer Service to integrate and manage digital messaging channels. It unlocks the capability to communicate with customers via SMS, chat, and social media platforms directly within the Dynamics 365 environment, enhancing the overall customer service experience.
Designed for businesses of all sizes that utilize Dynamics 365 Customer Service, this add-on is ideal for IT Managers and IT Professionals seeking to modernize their customer support. It fits within existing Dynamics 365 deployments, allowing for a unified view of customer interactions across all channels.
- Digital Channel Integration: Connect SMS, chat, and social media messaging directly to Dynamics 365.
- Unified Agent Experience: Provide customer service agents with a single interface for all digital conversations.
- Automated Workflows: Trigger automated responses and case creation based on incoming messages.
- Improved Response Times: Facilitate quicker resolutions through direct and efficient digital communication.
- Enhanced Customer Satisfaction: Meet customers where they are with their preferred communication methods.
Empower your customer service team with modern digital communication tools through this essential Microsoft Dynamics 365 licensing.
What This Enables
Enable Omnichannel Customer Support
Enable teams to manage customer inquiries from SMS, chat, and social media within a single Dynamics 365 interface. This consolidates communication channels, providing agents with a unified view of customer interactions for faster, more informed support.
cloud-based CRM, integrated support desk, customer engagement platform, digital transformation initiatives
Streamline Customer Communication Workflows
Streamline the process of handling customer messages by integrating digital channels directly into Dynamics 365 workflows. This allows for automated responses, case creation, and routing based on message content, improving operational efficiency.
business process automation, customer relationship management, unified communications, service delivery optimization
Automate Customer Service Interactions
Automate routine customer service interactions through digital messaging channels. This licensing supports the setup of chatbots and automated responses for common queries, freeing up agents to handle more complex issues.
customer self-service portals, automated ticketing systems, proactive customer outreach, digital customer journey mapping
Key Features
SMS Integration
Communicate with customers via text messages directly within Dynamics 365, offering a convenient and immediate support channel.
Chatbot and Live Chat Capabilities
Provide instant support through web chat or leverage chatbots for initial query resolution, improving customer experience and agent efficiency.
Social Media Messaging Integration
Respond to customer inquiries and comments on platforms like Facebook Messenger and Twitter directly from Dynamics 365, maintaining brand presence and engagement.
Unified Customer Record
All digital conversations are logged against the customer's record in Dynamics 365, providing a complete history for personalized service.
Workflow Automation
Automate case creation, routing, and responses based on incoming digital messages, optimizing support team operations.
Industry Applications
Retail & Hospitality
Enables quick customer service responses for order inquiries, booking confirmations, and support requests via preferred digital channels, enhancing the customer experience in a competitive market.
Finance & Insurance
Facilitates secure and efficient communication for policy inquiries, claims updates, and account management, meeting regulatory expectations for customer interaction tracking.
Healthcare & Life Sciences
Supports appointment reminders, patient inquiries, and post-care follow-ups through secure messaging, improving patient engagement and operational efficiency within HIPAA guidelines.
Manufacturing & Industrial
Allows for streamlined communication regarding order status, technical support, and service requests, improving supply chain visibility and customer relations.
Frequently Asked Questions
What is the Microsoft Dynamics 365 Customer Service Digital Messaging Add-On?
This is a licensing add-on for Microsoft Dynamics 365 Customer Service that enables your organization to integrate and manage customer communications via digital channels such as SMS, chat, and social media directly within the Dynamics 365 platform.
Who is this licensing intended for?
This licensing is intended for businesses that use Microsoft Dynamics 365 Customer Service and want to expand their customer support capabilities by incorporating digital messaging channels. It is suitable for SMB and mid-market organizations.
What are the benefits of using digital messaging with Dynamics 365?
Benefits include improved customer satisfaction through faster response times and preferred communication channels, increased agent productivity via a unified interface, and enhanced operational efficiency through workflow automation.
Deployment & Support
Deployment Complexity
Low — self-service
Fulfillment
Digital Delivery
License keys / portal provisioning
Support Model
Zent Networks Managed
Renewal, add-license, and lifecycle management included
Subscription Terms
Cancellation
Cancel anytime — no charge on next cycle
You may cancel this subscription at any time. Cancellation takes effect at the end of the current billing period. You will not be charged for the following billing cycle. Access remains active through the end of the paid term.
Returns
Subscription licenses are non-refundable
Digital software licenses and SaaS subscriptions cannot be returned once activated or provisioned. Contact a Zent Networks account manager if you have questions before purchasing.