Customer service is not just about solving your customers’ problems. It is directly related to how the public views your company. Bad customer service can immediately affect your reputation, which will, in turn, drive your profits downhill. Nobody wants that.
Microsoft has excelled in Customer Service from the CRM days (Dynamics CRM) all the way to Dynamics 365. Now that it’s a standalone app, it contains all the components needed to have a robust Customer Support System that can easily integrate with other Microsoft apps. (It can be used with Dynamics 365 for Sales, Marketing, and more.) They will share the same data model to avoid duplicated data.