Organizations are looking for ways to offer hyper-personalized service and foster deeper relationships with their customers. Customers want to connect to agents who understand their needs. They feel more comfortable talking to an agent who has served them in the past, knows about their issues, and can resolve them quickly. Agents want to serve their Read more
Data protection and privacy regulations such as the General Data Protection Regulation (GDPR) in the European Union and the California Consumer Privacy Act (CCPA) in the United States give individuals the right to govern how an organization uses their personal data. Read more
The sales accelerator in Dynamics 365 provides a tailored experience for sellers by minimizing the time spent searching for the best next customer to reach out to. It’s a workspace optimized with AI and suggested activities that guide sellers through customer interactions. Read more
Knowing how your sales organization engages with your B2B customers can help you spot changes in communication patterns and understand the state of your accounts and how your organization interacts with them. Read more
Enriched profiles in Microsoft Dynamics 365 Customer Insights help you understand your customers’ brand and interest affinities so that you can provide the hyper-personalized experiences across touchpoints that today’s customers seek. Read more
Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as management and agents. A common customer pain point is waiting a long time to reach an agent, only to find out that the agent is unable to solve the issue. Precise automated assignment directly Read more
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
Imagine your eagerly awaited brand-new speakers finally arrive—and they don’t work. The first thing you do is call customer support, expecting a quick response. You hear crickets instead. How likely are you to buy from that company again? Read more
Unified routing in Microsoft Dynamics 365 Customer Service is an intelligent, enterprise-grade routing and assignment capability. Taking into consideration both work item requirements and your agents’ capabilities, unified routing directs incoming work items to the queue or agent that’s best suited to handle them. Read more
Governments are increasingly turning to data to address their most urgent issues. But many struggle to unlock the value of their business data to meet the challenges facing their communities. Housing, economic recovery, public safety, and infrastructure are more complex, requiring coordination and data-sharing among many departments and agencies. Read more
As part of the work to make Dataverse more relevant to our education partners, the 2022 release wave 1 of Dynamics 365 education accelerator includes features that were developed in response to your feedback. Read more
Organizations that run their Dynamics 365 Business Central or Dynamics NAV workloads on-premises often have large amounts of data built up from a high volume of transactions. Read more