Karthik Balasubramanian articles

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Karthik Balasubramanian
Senior Product Manager, Dynamics 365 Customer Service
An agent looking at two monitors during a customer service call.
Published 
2 min read

Knowledge search enhancements improve agent productivity and customer satisfaction 

A comprehensive knowledge base that helps customer service reps find answers to the most common issues quickly is the key to improving productivity and increasing customer satisfaction. Dynamics 365 Customer Service knowledge management enhancements help you make sure agents' knowledge base searches are both fast and comprehensive.
A man sitting at a table using a laptop
Published 
2 min read

Build targeted user experiences efficiently by using app profiles in multisession apps 

If your service organization needs to create your own targeted combinations of channels and tools for your agents, starting with October 2020 wave 2 release, you’ll be able to take advantage of the app profile manager capability in multisession apps. The capability is included with the Omnichannel for Customer Service preview available for Dynamics 365 Insiders. In