Agentic AI, computer vision, generative AI
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Farm, livestock, and crop software
Traceability and food supply chain
EHR, telehealth, and interoperability
ERP implementation and support
Dynamics 365 and Business Central
CRM consulting and integration
B2B ecommerce, ERP integrations and migrations
Dynamics 365 Customer Service is Microsoft's case management app for email, chat, self-service portals, knowledge articles and Copilot. We implement it alongside Business Central or Finance and Operations, so when a customer calls about a late order, the agent already has the shipment status and open invoice on screen. A named support team stays with you after go-live.
Is your service team running into any of these? If so, we can help.
Email, chat and phone conversations with the same customer live in different tools, so agents repeat questions and customers repeat themselves.
Supervisors sort the inbox by hand, SLAs are tracked in spreadsheets, and agents copy the same answers into every reply.
You want Copilot and AI agents to take routine work off your team, but you can't risk a model misrouting cases before you've seen how it performs.
When CRM and ERP don't talk, agents can't see order status, shipments or open invoices. A simple "where's my order" call turns into an email to finance and a callback, and nobody has the full customer picture.
Can you relate to any of these? If yes, let's talk and get it fixed.
These are the features we configure most often, and the ones that change an agent's day.
Retailers handle order, return and refund questions from one case view, with store and ecommerce history on the same customer record.
Distributors give agents live order, backorder and shipment status from the ERP, so "where's my order" calls close on the first contact.
Manufacturers log warranty and quality cases against the right order and serial number, and hand on-site repair follow-ups to Dynamics 365 Field Service.
Agribusinesses track grower and dealer cases, from delivery issues to contract and pricing questions, against the same ERP records the finance team uses.
Healthcare providers route patient requests to the right team and keep a complete history of every interaction on one record.
User/Per month
Get core customer service capabilities to get started with basic resources for self-service, case management, and knowledge management.
User/Per month
Get advanced customer service capabilities for a personalized experience, improved service representative productivity, and optimized operations.
User/Per month
Transform customer engagement with an integrated contact center and CRM service solution, all powered by generative AI.
User/Per month
Add voice, chat and messaging with AI routing on the conversation. Sold standalone, to run alongside Customer Service or another CRM.
Microsoft list prices per user per month, as of October 2026. For minimums, add-ons and how to mix plans, see our Dynamics 365 pricing and licensing guide.
In the agent desktop, Copilot summarizes each case, drafts replies and answers questions from your knowledge base, so agents stay on the conversation instead of searching. It's included with Enterprise and Premium licenses.
The Case Management Agent, released in 2026, predicts how to classify and route new cases. We switch it on in shadow mode first, so it records its predictions without acting on them and you can compare them with what your agents actually did. Once the results hold up, you choose which case types it handles on its own.
At Folio3, we understand your business needs and why your Dynamics 365 Customer Service solution must be utilized at full potential. We are here to support you and ensure that your solution is driving the desired results. Our services include:
Go-live is where most of the work starts. Your Dynamics 365 Customer Service support team knows your configuration, routing rules and ERP integration because they helped build them. They handle tickets and user questions, tune routing and SLAs as volumes change, test Microsoft's release waves before they reach your agents, and roll out Copilot and the Case Management Agent when you're ready. Support is available 24/7 for teams running round-the-clock queues.
Folio3 implements both Dynamics 365 ERP and CRM, so your Customer Service rollout connects to Business Central or Finance and Operations in the first release, not a later phase. For everything else, from a WMS to your ecommerce platform, we connect through Burq iPaaS, our own integration platform. We're a Microsoft Solutions Partner with four designations and more than 20 years of experience delivering Microsoft solutions across North America, Australia and the United Kingdom.
We believe in being not just an implementation service provider, but a true technology partner for our customers, offering a full spectrum of services including consulting, deployment, migration, training, and user support. Our teams work alongside you at every step of the way with 24/7 global support to help you navigate any challenges along the journey.
With over 2 decades of experience, our super-team of certified Microsoft experts are truly the gurus in the game. Their in-depth knowledge serves as an asset for our customers ensuring a seamless experience.
We take pride in distinguishing ourselves from other partners by really being a one-stop shop for all your needs. Our deep subject-matter expertise in industry domains such as agriculture, manufacturing, and retail, has enabled us to build tailored solutions that serve your needs. Our ability to customize workflows, integrations, and modules is our forte.
Our strong portfolio of successful implementations during the past 20 years, is a testament to our reputation of delivering results and being your trusted partner for embracing digital transformation.
Microsoft Solutions Partner with a solid foundation and experienced professionals
Related apps: Dynamics 365 Sales · Dynamics 365 Field Service · Business Central · Finance and Operations
Dynamics 365 Customer Service is Microsoft's case management app. It gives agents one workspace for cases, queues, SLAs, knowledge articles and self-service portals across email, chat and other channels, with Copilot built in on the higher plans. Connected to Business Central or Finance and Operations, it also shows each customer's orders, shipments and invoices on the case.
Customer Service is the case management app: queues, SLAs, knowledge articles, the agent workspace and self-service. Contact Center is Microsoft's voice and digital channel layer, with routing and AI on the conversation, sold standalone at $110 per user per month. Premium at $195 bundles both. Teams that work mainly through email and cases need Professional or Enterprise. Teams running a phone queue or live chat at volume should look at Premium, or at Contact Center alongside an existing CRM.
Professional at $50 per user per month covers core case management, knowledge and basic self-service for a small team on one or two channels. Enterprise at $105 adds advanced routing, more customization and Copilot in the agent desktop, and most mid-size teams land there. Premium at $195 adds the contact center. Many companies license supervisors and agents on different plans, and we work out the mix on the free consultation.
As of October 2026, Microsoft lists Dynamics 365 Customer Service per user per month at:
Professional: $50, for core case management, self-service and knowledge management.
Enterprise: $105, for advanced routing, customization and Copilot in the agent desktop.
Premium: $195, which adds an integrated contact center.
Dynamics 365 Contact Center on its own is $110 per user per month. For minimums, add-ons and plan mixing, see our Dynamics 365 pricing and licensing guide.
Yes. We implement both Dynamics 365 ERP and CRM, so the connection to Business Central or Finance and Operations ships in the first release, not a later phase. For a WMS, carrier portal or ecommerce platform, we connect through Burq iPaaS, our own integration platform.
Yes. We connect it to Business Central and Finance and Operations first, because that's where order and invoice answers live, and it works natively with Microsoft Teams, Outlook and Power BI. For third-party applications and systems, we use Burq iPaaS, our own integration platform.
It's a 2026 AI agent that predicts how to classify a new case and where to route it. In shadow mode it records its predictions without acting on them, so you can compare them with what your agents actually did. We set up that comparison and help you decide which case types it can handle alone.
A single-app Customer Service rollout for a mid-sized team runs 8 to 14 weeks from kickoff to go-live. Voice channels, several regions or a heavy data migration extend that, and we scope it on the free consultation.
Any business with a service queue can use it, and it pays off most where agents need ERP data to answer customers: manufacturing, distribution, retail and agriculture. Healthcare and professional services teams use it too. See our industry solutions.
Folio3 Dynamics offers end-to-end Dynamics 365 Customer Service implementation, consulting, migration from legacy systems and other CRMs, ERP integration with Business Central or Finance and Operations, integration through Burq iPaaS, customization to your workflows, recovery of troubled implementations, and ongoing support from a named support team after go-live.
