Microsoft Dynamics 365 Blog
Karthik Balasubramanian head-shot

Karthik Balasubramanian

Senior Product Manager, Dynamics 365 Customer Service

Posts

An agent looking at two monitors during a customer service call.
An agent looking at two monitors during a customer service call.

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. Read more

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a woman sitting at a table with a laptop
a woman sitting at a table with a laptop

Dynamics 365 Customer Service 2021 release wave 1 includes enhancements that give admins greater control over knowledge management configuration and help agents access the information they need to resolve customer queries more quickly. Read more

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A man sitting at a table using a laptop
A man sitting at a table using a laptop

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 Read more

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