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Build your Copilot testing strategy in Dynamics 365 Customer Service
Introducing a new tool like Copilot in Customer Service to customer service agents must be well-tested and validated. -
Announcing automatic Copilot enablement in Customer Service
Starting January 19, 2024, Microsoft Copilot in Dynamics 365 Customer Service will be automatically installed and enabled in your Dynamics 365 Customer Service environment. -
Orchestrate your WFM solution with Dynamics 365 Customer Service
WFM holds together the intricate machinery of customer support, ensuring operational efficiency and exceptional customer experiences. -
Knowledge management best practices for Copilot ingestion
Before agents can use Copilot to answer questions and draft emails, you need to ensure Copilot is using accurate knowledge content. -
Begin your copilot journey with summarization
Summarization is an AI-powered feature that can save you time, improve your accuracy, and enhance the customer experience. -
Enhance agent utilization and engagement with least active routing
Organizations want to get the best out of their agents by maximizing their utilization, distributing work evenly, and providing enough breaks between calls. Least active routing, formerly known as most-idle routing, is an assignment strategy that can help achieve this. It assigns work to agents based on when they end their last conversation. It gives -
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.