Microsoft Dynamics 365 Blog

Collaborative customer support helps agents resolve issues faster 

2 min read

With most customer support agents now working remotely, the days of getting help from a peer in the next cubicle are over. Working in isolation, agents are frustrated, issues take longer to resolve, and customers aren’t happy. But while agents are isolated, resolving a customer issue often requires input from multiple departments across the company. Read more


Discover new ways to analyze your Customer Service data 

4 min read

To run a digital contact center effectively, supervisors need up-to-the-minute insights on all the activity between agents and customers. With new enhancements to Microsoft Dynamics 365 Customer Service, it’s easier than ever to find and customize the historical analytics you need to identify key areas for improvement. Read more


Customer Service voice support channel launches in the UK 

1 min read

Since the November 2021 launch in select geographic regions of the native voice channel in Microsoft Dynamics 365 Customer Service, we have been expanding worldwide to satisfy growing customer demand. We are proud to announce that we now support local country regions as well. As of October 2022, the voice support channel is live in Read more


Skill-based routing and one-stop user management help you keep up with customer service demands 

3 min read

Skill-based routing automatically assigns the agents with the right skills to work on customer support requests. With skill-based routing in Microsoft Dynamics 365 Customer Service, your call center can reduce the number of queues it operates, improve agents’ productivity, and increase customers’ satisfaction. Read more