Product: Dynamics 365 Customer Service
Dynamics 365 Customer Service
Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.
Teams Phone extensibility for Dynamics 365 Contact Center
Contact centers play a crucial role in delivering exceptional customer support and driving business growth. With the rise of digitalization and advanced technologies, AI and automation have become essential for streamlining operations, improving efficiency, and nurturing stronger customer relationships. Today during Enterprise Connect, we announced Teams Phone extensibility for Microsoft Dynamics 365 Contact Center.
Dynamics 365 Contact Center strengthens patient trust with HIPAA compliance
We’re excited to share that as of March 5, 2025, Microsoft Dynamics 365 Contact Center has officially become Health Insurance Portability and Accountability Act (HIPAA) compliant. This significant achievement highlights our dedication to security, privacy, and regulatory standards, particularly benefiting customers in healthcare.
Unlock the Microsoft Copilot Studio-powered customer survey
Contact center managers can use Copilot Studio Survey in the Contact Center admin center to dynamically respond to customer feedback. Traditionally, management can take a long time to act on the feedback that customers provide. Additionally, managers may have to use various tools to capture customer feedback across different channels.
Transition from Unified Service Desk to Customer Service workspace
On April 1, 2026, we are deprecating the Microsoft Dynamics 365 Unified Service Desk (USD) with CRM Online application. Its end of support date will be June 30, 2028. We are encouraging customers to use this extended deprecation period to transition to the Customer Service workspace application.
Try multilingual voice agents in Dynamics 365 Contact Center
Imagine a large retailer with a contact center that supports customers who speak multiple languages. Previously, they needed separate bots for each language, making things complicated and slowing down deployments. Now, with multilingual voice agents, the retailer can handle all customer calls using one phone number, easily switching languages mid-call based on customer input.
Migrate from Customer Service Hub to Customer Service workspace
Starting February 2025, new Customer Service customers with Enterprise licenses will only see the Customer Service workspace app. The Customer Service Hub (CSH) app will no longer be available for all new organizations with Enterprise licenses. The recent release wave introduced an exciting set of new features to help support representatives be more productive.
Try the first-party WhatsApp channel in Dynamics 365 Contact Center
In today’s digital landscape, the success of customer service on social media hinges on the quality of care provided to customers. It’s essential for communications from agents to be timely, accurate, sensitive, brief, and friendly to enhance customer satisfaction and foster brand loyalty.
Use the modern rich text editor in Dynamics 365 Customer Service
The modern rich text editor is now our advanced editor for an end-to-end enhanced authoring experience. As part of this advancement, we are phasing out the current rich text editor and integrating its capabilities into the modern rich text editor. Use expanded Copilot for Service capabilities in your CRM
On July 1, we are introducing several new capabilities in Copilot for Service to further support agents working in their CRM of choice.
Transition from unified routing diagnostics to Azure Application Insights
As of May 9, 2024, we are phasing out unified routing diagnostics and integrating its capabilities into Azure Application Insights.
