Ms Author: author-6211
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Get quick access to your most-used knowledge articles
We are excited to announce a new feature in Dynamics 365 Customer Service that allows you to mark knowledge articles as favorites. -
Intraday insights are deprecated and replaced by real-time analytics reports
Starting Monday, May 1, 2023, we are deprecating the Intraday Insights reports and encouraging customers to move to Real-Time Analytics reports. -
Create and manage cases efficiently with enhanced case forms
Enhanced case forms in Dynamics 365 Customer Service provide a streamlined layout to expedite case creation and show relevant information. -
Improve operations with real-time analytics in Dynamics 365 Customer Service
Dynamics 365 Customer Service real-time analytics give contact center managers visibility into overall support performance. -
Drive brand loyalty with a customizable live chat widget in Dynamics 365 Customer Service
We are excited to announce our upgraded live chat widget that allows you to customize every detail of the widget to match your brand identity. -
Insert templates faster with email template views
With integrated record selection and email template views, finding the right email template is easier than before. -
Create beautiful email templates with enhanced email editor
With email templates, agents spend less time writing the same content repeatedly and more time helping the customers. -
Customer Service voice support channel launches in India and Switzerland
As of April 1, 2023, the voice support channel in Dynamics 365 Customer Service is live in India and Switzerland. -
Improve customer loyalty and reduce fraud with Nuance Gatekeeper
Nuance Gatekeeper is a biometric authentication and fraud prevention technology that can be integrated with Microsoft Dynamics 365 Customer Service. It offers a streamlined verification process that allows contact centers to identify customers through natural conversation without relying on specific questions, security codes, or secret questions and answers. -
Use the Customer Service workspace app for omnichannel interactions
Starting Saturday, April 1, 2023, we will be deprecating the Microsoft Dynamics 365 Omnichannel for Customer Service application and encouraging customers to migrate to the Customer Service workspace application. This upcoming change will affect your multi-session agents currently using the Omnichannel for Customer Service application in Microsoft Dynamics 365 Customer Service. We have decided to
