Skip to content
Microsoft Dynamics 365 Blog

Posts

Introducing new capabilities to transform customer service and field service 

Today we’re announcing new capabilities to help customer and field service teams deliver more consistent and engaging experiences, from the call center to on-site visits. The new features for Microsoft Dynamics 365 Customer Service and Microsoft Dynamics 365 Field Service. provide the agility to adapt to changing customer needs, as well as streamline agent and...Read more

Dynamics 365 and Microsoft Teams: extend collaboration across teams 

Think about the time spent between the moment you open an email or chat, find, and reply with the requested information, and then get back into the flow of your work. Add up those minutes-long interruptions, and you begin to realize why we often can’t finish everything on our to-do lists. We want to dramatically...Read more

Why a knowledge base is important in delivering exceptional customer service 

Is a well-defined knowledge base valuable for delivering exceptional service? No matter the business, the answer is a resounding “yes.” In a recent survey, 91 percent of customers would use an online knowledge base if it were available and tailored to their needs, and in another published report, respondents preferred knowledge bases over all other...Read more

Enable a new level of B2B digital sales excellence with Dynamics 365 Commerce 

Truly engaged, always connected At this year’s NRF, many retailers are taking the time to reflect on the learnings from 2020 and the road ahead for 2021. It’s hard to believe that only 12 months have passed since we disclosed the general availability of Microsoft Dynamics 365 Commerce, which was the evolution of our proven...Read more

How omnichannel enhances the customer experience 

Omnichannel has become a dominant force in how companies meet customer expectations, and for good reason. Ninety-eight percent of Americans switch between devices on the same day, using multiple channels—voice, social, chat, email, and SMS. Omnichannel engagement allows customers to reach out on nearly any device, on their preferred channel while managing all engagement channels...Read more

Innovation on the service suite of Dynamics 365 applications 

With service at the heart of businesses’ relationships with their customers, our passion to enable those businesses to earn customers for life through exceptional service delivery fuels our innovation on the service suite of Microsoft Dynamics 365 applications. Businesses are racing to transform their service organizations from cost centers into profit centers through always-on, world-class...Read more

New voice channel streamlines omnichannel customer experiences 

We are announcing the expansion of Microsoft Dynamics 365 Customer Service omnichannel capabilities to include a new voice channel, built on Microsoft Azure Communication Services. The addition of this channel gives businesses the scale and reliability of the calling platform that powers Microsoft Teams worldwide today. With native voice, businesses receive seamless, end-to-end omnichannel experiences...Read more

How communities stay connected during COVID-19 

COVID-19 has driven many organizations and individuals to transform how they live and work. Our professional and personal lives have been challenged with remote work and limited in-person interactions as the new standard. As a whole, organizations and their staff understand the value of flattening the curve by each of us doing our part to...Read more

New omnichannel, AI, and IoT updates for Dynamics 365 Customer Service 

This post has been updated on June 15, 2020; for the most up-to-date information on Dynamics 365 offers, see Microsoft offers. The COVID-19 outbreak has challenged customer service teams to rapidly adapt operations to respond to an influx of volume, particularly in contact centers. When that volume is tied to a time of crisis and...Read more

Derive actionable insights from your customer service data 

We’re introducing a new homepage within Dynamics 365 Customer Service Insights that deciphers data into a more consumable view. By surfacing key topics discovered and generated by AI, customer service managers can more easily discover issues and monitor progress. Organizations today are often faced with the challenge of information overload that might hinder their path...Read more

Dynamics 365 Customer Service general availability roundup 

By listening to our customers and keeping a focus on the horizon, Dynamics 365 Customer Service continues to provide you with the ability to differentiate your brand by consistently delivering exceptional customer service. Our vision is clear: to help you earn customers for life. Each new feature helps solve business challenges, empowering every manager and...Read more

How virtual agents transform the customer experience 

We often hear the phrases customer experience and customer engagement used interchangeably. But these terms have completely separate meanings. Customer experience is a single event with the customer—a service issue, a promotion, a survey. Customer engagement is a collection of customer experiences that impact engagement such as loyalty, advocacy, and so on. Both customer experience...Read more