CRM for Service

Service by Microsoft Dynamics empowers customers through their choice of self and assisted service options; empowers agents to deliver fast, informed and effective resolutions; and seamlessly incorporates field solutions when there is a need for onsite help.

Earn loyalty. Empower agents. Stay agile.

Service organizations are at the epicenter of a company’s ability to deliver differentiated and consistent engagement experiences. Organizations empowered by our intelligent customer service solution increase advocacy and loyalty to their brands by creating effortless experiences across self, assisted and field service channels.

Service by Microsoft Dynamics CRM can help you earn customers for life through omni-channel service, increased agent productivity, channel guidance and adaptive service models.

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Key Capabilities of Dynamics CRM


An average consumer leverages three to four channels. Enable your customers to engage effortlessly with your company through the channel of their choice using any device.

Organizations using Service by Microsoft Dynamics CRM can leverage a 360 degree customer view. Real-time and historical insights delivered on a unified platform ensure contextual, personalized and consistent engagements. Gain critical insights through social channels and voice of the customer feedback.


Consumers increasingly expect to be able to solve the majority of their product and service related issues on their own. Provide them with a branded online support portal that leverages an organized, searchable knowledge base to deliver the consistent, up-to-date answers they’re looking for.

With Service by Microsoft Dynamics CRM, you can localize self-service on product and Facebook fan pages or embed it within kiosks and games — transforming it into an everyday interaction for your customers.

Agent enablement

Empower agents with a single, unified experience to deliver fast, amazing customer service from their desktop or mobile device. A dynamic interface presents contextual tools, guidance and data. Speed resolution of even the most challenging issues by harnessing the knowledge of peers across internal and external teams with Yammer and Skype.

Service by Microsoft Dynamics CRM empowers agents with integrated knowledge, SLAs, scripting, process flows and recommendations for next best steps — all from a centralized user interface — so they can manage cases faster and provide a differentiated level of support.

Field Service

Deliver world class, intelligent customer experiences in the field while maximizing efficiency and minimizing costs. Dispatch technicians using optimized routes and skill based assignments to intelligently balance workload and resources. Provide service technicians with complete customer insight, real-time guidance, rich media knowledge and cross-team collaboration — all through any mobile device.

Service by Microsoft Dynamics CRM empowers field service technicians to create positive and memorable customer experiences by providing them with the right tools and insights.


Empower your customers and employees with a single source of unified knowledge. Consistent answers are optimized and discoverable across channels and from any device. Augment knowledge articles with rich media content to drive first touch resolution.

Service by Microsoft Dynamics CRM lets you easily capture and publish content from subject matter experts, social channels and service interactions. Our robust analytics show you exactly how knowledge is being consumed and pinpoints opportunities for growth.

Service intelligence

Identify trends, anticipate opportunities and gain powerful insights into customer behavior and agent productivity. Real-time, interactive dashboards leverage deep analytics and advanced visualization capabilities.

Service by Microsoft Dynamics CRM empowers organizations with actionable insights to continuously improve service metrics, earn loyalty and increase brand advocacy.

Pre-built industry apps from PA Group

We partner with industry thought leaders and experts to identify gaps in technology that exist in under-served industries, then build software to fill in the gaps. The Cloud Nine product team is constantly engaged in new product development to build epic software solutions to transform entire industries.

Industry Templates
  • Real Estate Development
  • Leasing & Property Management
  • Nonprofit & Member Management

Bundle and save with PA Group

PA Group is a Microsoft Cloud Solutions Provider (CSP)

In addition to offering Microsoft Dynamics CRM, PA Group can serve as your partner for the complete line of business productivity apps from the Microsoft Cloud. Learn how you can bundle your Microsoft licenses together with PA Group and save.

Contact us to find out how
  • Office 365
  • Power BI
  • Social Engagement
  • Dynamics CRM Project Services
  • Dynamics CRM Field Services
  • Dynamics Marketing
  • Portals (Customer, Employee, Community, Partner, or Custom)