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The Customer Service Challenge

Enterprise customer service transformation is not a technology problem. It is an organisational one. Case ownership is unclear. Escalation paths are undefined. Service level agreements exist on paper but are not enforced in practice. Knowledge management is inconsistent. When a new system is implemented into this environment, it inherits the same structural weaknesses. The system goes live. Customer experience does not improve. The investment is justified by ticket volumes and resolution times, but the underlying service operating model remains unchanged.

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Service Operating Model

Case ownership is unclear. Escalation paths are undefined. Service level agreements exist on paper but are not enforced in practice.

Young woman wearing a headset and typing on a keyboard, working at a desk with two computer monitors displaying text and software interfaces, illuminated by a desk lamp.

Knowledge Management

Knowledge management is inconsistent, making resolution quality and escalation outcomes difficult to standardise.

The System Inherits the Weakness

When a new system is implemented into this environment, it inherits the same structural weaknesses.

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Go-Live Is Not the Outcome

The system goes live. Customer experience does not improve. Ticket volumes and resolution times do not fix the underlying operating model.

Service Transformation

The underlying service operating model must change before technology can deliver a consistent customer experience.

Implementing a service system without defining the service operating model is like installing a new engine in a car with no steering wheel.

It will automate the confusion.

Implementing a service system without defining the service operating model is like installing a new engine in a car with no steering wheel.

Explore the Transformation Intelligence Framework

What Dynamics 365 Customer Service Does

Microsoft Dynamics 365 Customer Service is an enterprise service management platform designed to manage customer cases, service requests, knowledge management, and omnichannel engagement across voice, email, chat, and digital channels.

Functional Area	What It Manages
Case and incident management	Structured, owned, and governed case resolution
SLA management and enforcement	Consistent service delivery aligned to commitments
Knowledge base management	Faster resolution and reduced escalation rates
Omnichannel engagement	Unified customer experience across all contact channels
Queue and routing management	Intelligent case assignment based on skill and priority
Customer satisfaction measurement	Real-time CSAT visibility for service leadership
Agent productivity management	Performance tracking and workload visibility
Power BI dashboards	Executive service performance reporting
Self-service portal	Reduced contact volume and improved customer autonomy

How Terracez Delivers Service Transformation

Terracez begins every Customer Service engagement by defining how the service function should operate — not by configuring case types and queues.

Before configuration begins:

Executive alignment on customer service transformation confirmed
Service operating model defined: case categories, ownership, and escalation
SLA governance and escalation authority established with service leadership
Knowledge management maturity assessed and governance defined
Channel readiness evaluated and ERP, field service, and sales integrations mapped

During implementation:

Channel configuration, routing logic, and SLA enforcement reflect the agreed operating model, not system defaults.
Knowledge governance is established before the knowledge base is populated.

After Go-Live:

Terracez monitors agent adoption, SLA compliance, resolution quality, and customer satisfaction outcomes through the Alignyx platform.
Service leadership receives ongoing visibility into whether the system is delivering the intended customer experience.

Service leadership receives ongoing visibility into whether the system is delivering the intended customer experience.

Copilot for Dynamics 365 Customer Service

Dynamics 365 Customer Service includes embedded Copilot capabilities that assist agents with case resolution, knowledge retrieval, and customer communication.

Copilot in Customer Service reduces average handle time and improves first-contact resolution rates — but only when the knowledge base is well-maintained and case ownership is clearly defined. Terracez assesses service operating model readiness before Copilot is activated at scale.

Five use cases that deliver immediate value:

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Case summarisation — Copilot summarises case history and customer context so agents spend less time reading and more time resolving

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Resolution suggestions — AI-suggested responses and resolution steps drawn from the knowledge base

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Knowledge article drafting — Automated knowledge article creation based on resolved cases, reducing knowledge management overhead

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CSAT prediction — Copilot surfaces signals indicating customer dissatisfaction before a case closes

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Sentiment analysis — Conversation sentiment monitoring and escalation risk detection in real time

Licensing

Dynamics 365 Customer Service is licensed per user, per month. Two primary tiers cover standard service desk through complex omnichannel operations.

The licence tier should reflect how the service function operates — not the most comprehensive option in the catalogue.

Licence Type — Who It Is For

D365 Customer Service Professional

Standard service desk and after-sales operations requiring core case management

D365 Customer Service Enterprise

Contact centres and complex multi-channel operations requiring AI, Copilot, and advanced routing

D365 Contact Centre (add-on)

Organisations requiring full voice, digital messaging, and AI-powered routing capability

Microsoft Copilot for Service

Service teams requiring AI assistance across CRM, Outlook, and Teams

Power BI Pro

Service leadership and operations directors requiring performance dashboards

Who This Is For

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CEOs and Transformation Directors

leading enterprise ERP programmes

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CFOs and Finance Directors

driving finance transformation

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COOs and Operations Directors

transforming supply chain, manufacturing, or field operations

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CIOs

responsible for enterprise ERP strategy and delivery

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PMO Directors

managing complex, multi-workstream transformation programmes

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Organisations across GCC

implementing Dynamics 365 for the first time or replacing

We Cater To Multiple Industries

Manufacturing

Construction & EPC

Holding Companies & Diversified Groups

Government & Public Sector

Energy & Utilities

Distribution & Supply Chain

Food & Beverage

Real Estate Development

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Why Terracez

Terracez is a Microsoft Solutions Partner for Business Applications. It is also a Transformation Intelligence Advisory — which means every Dynamics 365 Customer Service engagement is preceded by an organisational readiness assessment, not a configuration workshop.

The objective is not a successful service system implementation. The objective is a service function with stronger adoption, clearer ownership, better SLA performance, and a more consistent customer experience after the system is in place.

Discuss Your Customer Service Transformation

What Our Clients Say

Trusted by brands across industries

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"Terracez helped us to achieve the business critical requirement of upgrading AX 2012 to D365 within our timelines. It was important for us to completely upgrade in 2 months which they achieved well before, where other MS partners told was not possible to do."

Kareem Jamal, GEMS

Business Application Head

"Terracez team is a great consultancy, which follows an agile approach to solve any kind of business issues. We are adding a lot of automation with their experienced and highly-skilled team in the manufacturing domain."

Zubair N. Kozhissery, Arnon KSA

Information Technology Head

"We wanted a partner to support in transitioning SATS’ processes to comply with the new regulation quickly. Terracez understood our business and helped us in enabling the process efficiency without compromising on compliance."

Mohammed Shareef, SATS

Finance Controller

Is Your Service Function Ready to Transform?

Ready to Begin?

Every engagement begins with a structured conversation about service priorities and organisational readiness.

Request a Service Readiness Conversation

See How Alignyx Monitors Service Operating Model Health and Adoption

No obligation. No sales process. A senior Terracez advisor will discuss your customer service transformation objectives and assess readiness.

Customer Service Excellence Requires Organisational Readiness, Not Just a Better System