Product: Dynamics 365 Customer Service​

Transform your customer support organization with copilot AI in 30 days 

With the preview of Copilot in Dynamics 365 Customer Service, it’s easy to bring next-generation AI to your customer support organization.

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.

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.