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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Help Desk Software
Service | Customer Service, Contact Center, Fie...
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Help Desk Software

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Posted on by Cribbie 37
Hi All
 
Who has any experience with the "Help Desk Software" mentioned on their MS.com site? 
 
I am trying to find out if this is part of the Dynamics Customer Service or the Dynamics Contact Centre solution? Or, is it an accelerator?
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Dynamics 365 Contact Center
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  • Verified answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 2,762 Super User 2025 Season 2 on at
    The screenshot above mentions Omnichannel, chatbots, knowledge base, and other components typically utilized in Dynamics CRM Customer Service solutions. Anyone asking me about using CRM for Help Desk, I would recommend Customer Service as their first stop for evaluation.
     
  • Cribbie Profile Picture
    Cribbie 37 on at
    @Tom_Gioielli, i agree, just wanted to be sure - many thanks for your response.
     
    The only reason for my doubt was being informed (by someone probably obviously ill advised), that this is a preconfigured - IT Helpdesk ready "accelerator package", where my belief is, like yours, it is all actually already part of Customer Service, but these additional elements just need to be enabled and configured.
     
    Have a great day.
     
     

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