Microsoft Dynamics 365 Blog

Empower self-service by adding knowledge base search to your bots 

3 min read

Customers appreciate the quick access to help that self-service bots provide. They want to be empowered to research and solve issues on their own, which increases their brand loyalty. Knowledge management integration in Microsoft Power Virtual Agents enables customers to find answers from a knowledge base directly in a bot conversation, and still get help Read more

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Use preferred agent routing to create lifelong customer relationships 

2 min read

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

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Honor customer consent preferences with unified profiles in Dynamics 365 Customer Insights 

4 min read

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

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Streamline sales actions with Dynamics 365 sales accelerator 

3 min read

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

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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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Manage Finance and Operations apps in the Power Platform admin center 

2 min read

More and more customers are using process orchestration between their front-office and back-office business applications. Low-code and no-code tools are proliferating. Fusion teams—in which pro developers, IT admins, and citizen developers collaborate to build software—are popular. It’s no wonder the job of administering these applications has become a growing challenge. Read more

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