Microsoft Dynamics 365 Blog

Improve CSAT by connecting customers to agents using automatic assignment in unified routing 

2 min read

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

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Knowledge search enhancements improve agent productivity and customer satisfaction 

2 min read

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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Solve unified routing issues faster with enhanced diagnostics 

2 min read

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

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Dynamics 365 government accelerator helps agencies deliver mission-focused digital government services 

3 min read

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

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Data enhancements in education accelerator 

2 min read

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

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