Product: Dynamics 365 Customer Service
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Announcing Microsoft Copilot for Service
In this blog, we will discuss the opportunity for organizations to delight their customers with generative AI-powered service experiences and explain some of the new innovations we’re announcing to make it a reality. -
Boost customer engagement with Apple Messages for Business
With Dynamics 365 Customer Service, you can use Apple Messages for Business to expand your consumer reach, reduce costs, and provide seamless interactions. -
Embrace agent availability to reduce customer wait times
In the realm of customer service, one enduring pain point affects both customers and service providers: the uncertainty of agent availability. When customers engage in live chat for assistance, the last thing they want is to be left hanging in a seemingly endless queue, uncertain about when they’ll connect with a support agent. The challenge -
Enhance agent efficiency and flexible work distribution with capacity profiles
The ability to create agent-specific capacity profiles in Dynamics 365 Customer Service is revolutionizing the way businesses distribute workloads. -
Use Application Insights to diagnose conversations in Dynamics 365 Customer Service
Application Insights, an extension of Azure Monitor, provides greater visibility into conversation-based operational telemetry in Dynamics 365 Customer Service. -
Solve case creation issues using the enhanced activity monitor tool
The activity monitor tool provides recommendations to administrators with steps to avoid future case creation issues by making changes to the rule configuration. -
Try the new outbound dialing experience in Dynamics 365 Customer Service
The October release of Dynamics 365 Customer Service features a more intuitive, streamlined, and efficient outbound dialing experience. -
Analyze the impact of AI-enhanced customer service with Copilot analytics
Copilot analytics in Dynamics 365 Customer Service offers deep insights into the operational impact of an organization’s investment in AI-enhanced customer service. -
Create cases, contacts, and accounts faster from notes on the timeline
Dynamics 365 Customer Service enables agents to create a new case or associate an existing case with notes they write on the customer timeline. -
Use Copilot with SharePoint knowledge to serve your customers
Customer Service administrators can easily configure Copilot settings to include an internal knowledge base or SharePoint. -
Customer service is a (Microsoft) Teams sport
With the enhancements in this release wave, Teams collaboration features (embedded chat, swarming, and Teams meeting integration) are even more robust.