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.
Unified Service Desk version 4.2, generally available since June, enables you to host web applications using Microsoft Edge WebView2 Process based on the Chromium open-source framework, as well as delivering improved performance and other enhancements.
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.
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