Dynamics 365 Customer Service Hub — Setup & Implementation
Complaint, inquiry and case management on Dynamics 365 Customer Service — intake from email, web and walk-in, a guided investigation process, queues and routing, persona-based security, and Power BI reporting — delivered in four fixed stages with training and hypercare.
Overview
Dynamics 365 Customer Service Hub — Setup & Implementation puts every complaint, inquiry or case — however it arrives — into one system of record: routed to the right team, worked through a consistent six-stage investigation process with a full audit trail, closed with standard correspondence, and reported in real time. Intake comes from a shared mailbox, a manual form for walk-in and phone contacts, and optionally a public Power Pages portal, an external-system feed or a native voice channel.
Delivery is four fixed, outcome-based stages — Discovery & Design, Core Build & Migration, Integration & Reporting, and Test, Train, Cutover & Hypercare — by a named three-person Microsoft-certified team, built inside your own tenant with no data copied out, with stage-gate acceptance before the next stage is invoiced. A Government Community Cloud (GCC) option covers public agencies: provisioning lead time, agency-issued consultant accounts, feature-availability checks and a security review are built into the plan, following a HIPAA-aware deployment pattern in Microsoft's FedRAMP Moderate-assessed GCC with SOC 2-aligned controls. Dynamics 365, Power Pages and Power BI licensing is procured separately by the client.
The engagement starts from a pre-built accelerator — case model, business process flow, queues, automation, persona forms, security roles, Power BI template and a sample-data loader — so Discovery starts from a working system rather than a blank tenant. The design stance is that adoption, not technology, is the risk: six-field intake screens, persona-specific forms, and a clean cutover with the spreadsheets retired. AI triage, auto-answer agents and sentiment analysis are out of scope here and are quoted separately under Gen AI Solutions.
What you get
- Solution design document — taxonomy, numbering, queues and routing, personas and security, correspondence, automation, integration approach
- Configured Customer Service Hub: case and contact model, six-stage business process flow with stage gating, queues and routing rules, persona forms, views and dashboards
- Intake channels: shared mailbox-to-case with sender filtering, manual intake form for walk-in and phone, plus selected add-ons
- Power Automate set: reference-number assignment, due-date tasks and reminders, acknowledgement and closure correspondence, urgent-condition escalation
- Security model: business units, security roles, column-level security and auditing on sensitive fields
- Power BI workspace: seven-visual case analytics report with row-level security, embedded in Hub dashboards, documented data model and refresh
- Data migration with count-by-count reconciliation report (Standard and Enterprise)
- UAT scripts and defect log; managed solution promoted to production with production-readiness checklist
- Role-based training, training videos, quick-reference guides, administrator guide
- Cutover plan, go/no-go review, and hypercare log with handover to the client or to a Frontier Plan
Milestones
| Milestone | Duration | Share of price |
|---|---|---|
| 1Discovery, Process Confirmation & Solution Design | 4 wks | 25% |
| 2Core Build — Configuration & Data Migration | 6 wks | 35% |
| 3Integration & Reporting — Feeds and Power BI | 6 wks | 20% |
| 4Testing, Training, Cutover & Hypercare | 6 wks | 20% |
Each milestone is invoiced only after you approve it in your portal.
Payment terms
- Milestone-based payments: the first milestone is a 25% advance, invoiced at signing and paid before kickoff; each remaining milestone is invoiced only after your explicit approval in the client portal.
- Add-ons (public intake portal, external-system feed, native voice channel, onsite days) are invoiced with the stage in which they are delivered; the voice channel is a follow-on phase after go-live.
- Dynamics 365, Power Pages and Power BI licences are procured separately by the client and are not included in the package price.
- Invoices are due Net 15. Payment terms can be negotiated based on the project's scope and duration; any agreed change is confirmed in the signed Consulting Services Agreement.
- All payments are processed securely. Funds are released to delivery partners only after milestone approval.
- Quotes are valid for 30 days. Final scope and pricing are confirmed in the signed Consulting Services Agreement.
- Execution: after Data Arcade review, both parties accept the quote online; the Consulting Services Agreement (MSA + SOW) is then signed electronically by both parties.
Frequently asked questions
What does Dynamics 365 Customer Service Hub — Setup & Implementation include?
It includes: Solution design document — taxonomy, numbering, queues and routing, personas and security, correspondence, automation, integration approach; Configured Customer Service Hub: case and contact model, six-stage business process flow with stage gating, queues and routing rules, persona forms, views and dashboards; Intake channels: shared mailbox-to-case with sender filtering, manual intake form for walk-in and phone, plus selected add-ons; Power Automate set: reference-number assignment, due-date tasks and reminders, acknowledgement and closure correspondence, urgent-condition escalation; Security model: business units, security roles, column-level security and auditing on sensitive fields; Power BI workspace: seven-visual case analytics report with row-level security, embedded in Hub dashboards, documented data model and refresh; Data migration with count-by-count reconciliation report (Standard and Enterprise); UAT scripts and defect log; managed solution promoted to production with production-readiness checklist; Role-based training, training videos, quick-reference guides, administrator guide; Cutover plan, go/no-go review, and hypercare log with handover to the client or to a Frontier Plan.
How much does Dynamics 365 Customer Service Hub — Setup & Implementation cost?
The published price range is $52,800 – $429,000. Configure the package with a free account to get your fixed quote; the price is fixed for the agreed scope.
How long does Dynamics 365 Customer Service Hub — Setup & Implementation take?
Typically 8-22 weeks, depending on the scope you configure.
What do we need to provide?
Dynamics 365 Customer Service licences (and Power Pages / Power BI where selected), procured by the client; A named project lead and a process owner per category; Admin access to a production and a sandbox Dataverse environment; Source spreadsheets or exports for migration (Standard and Enterprise); For GCC: tenant provisioned and consultant accounts issued before Stage 2.
How is it paid?
Milestone-based payments: the first milestone is a 25% advance, invoiced at signing and paid before kickoff; each remaining milestone is invoiced only after your explicit approval in the client portal.