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Enhance workplace automation with prebuilt RPA templates for Dynamics 365 (preview) 

For many businesses, success increasingly depends on having the agility to innovate and adapt to rapid change, responding to customer needs, competitive pressure, and industry trends. But this is a difficult challenge when employees are buried in time-consuming busywork like repetitive tasks or complex processes. That’s why we are dedicated to helping organizations like yours...Read more

Increase customer satisfaction and agent productivity with unified routing 

Customer service managers are constantly searching for more efficient ways to streamline management of incoming service requests, and the backbone of any customer service center operation is routing and assigning cases efficiently. Connecting customers to the agent most qualified to resolve their issue is a foundational element of improving customer satisfaction. Organizations typically use queue-based...Read more

Dynamics 365 (Preview) app for Windows comes with offline access 

The Microsoft Dynamics 365 (Preview) app for Windows is optimized to help your team stay productive whether they’re connected or working offline. The app provides your salespeople, agents, and supervisors with tools they need to track their tasks, arrive prepared for appointments, take notes, and access customer records. It is seamless to deploy because employees...Read more

Build targeted user experiences efficiently by using app profiles in multisession apps 

If your service organization needs to create your own targeted combinations of channels and tools for your agents, starting with October 2020 wave 2 release, you’ll be able to take advantage of the app profile manager capability in multisession apps. The capability is included with the Omnichannel for Customer Service preview available for Dynamics 365 Insiders. In...Read more

Examples of extending Dynamics 365 Customer Insights with Azure ML 

Dynamics 365 Customer Insights offers a platform to integrate customer data from various sources into one unified view. This unified data presents a perfect starting point for building custom machine learning (ML) models to generate key business metrics. In an earlier blog, we saw how to bring custom ML models from Azure Machine Learning (AML) Studio to work with...Read more

Extending Dynamics 365 Customer Insights with Azure ML-based custom models 

AI-enabled Dynamics 365 Customer Insights helps unifying data from multiple sources within an organization and generates a single, end-to-end view of the customer. This 360-degree customer view can be used to discover insights to optimize customer engagement and drive personalized customer experiences. This unified data is an ideal source to build machine learning (ML) models...Read more