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.
Dynamics 365 Customer Service
Explore the latest in Dynamics 365 Customer Service. Learn how AI and automation can help enhance customer interactions and streamline service operations.
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Microsoft Business Applications Launch Event introduces wave of new AI-powered capabilities for Dynamics 365 and Power Platform
Today, at the Microsoft Business Applications Launch Event, we kicked off the 2023 release wave 2 for Microsoft Dynamics 365 and Microsoft Power Platform, a six-month rollout of new and enhanced capabilities scheduled for release between October 2023 and March 2024. -
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. -
Modernize customer support with Copilot in Dynamics 365 Customer Service
The year 2023 has ushered in dramatic innovations in AI, particularly regarding how businesses interact with customers. -
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. -
Discover new AI for Microsoft Dynamics 365 at our tenth Business Applications Launch Event
AI is ready for work—the question is: What will your business do with it? Join us at the Microsoft Business Applications Launch Event on October 25 and explore how to create an AI-powered business that helps people and teams be more productive, solve problems faster than ever, and focus more energy on building revenue. -
Try the new outbound dialing experience in Dynamics 365 Customer Service
The October release of Dynamics 365 Customer Service features a more intuitive, streamlined, and efficient outbound dialing experience. -
From Microsoft to global brands, Dynamics 365 Copilot is helping transform customer experiences across service, sales, and marketing
Six months ago, we introduced Microsoft Dynamics 365 Copilot, the world’s first AI Copilot natively built for customer relationship management (CRM) and enterprise resource planning (ERP) applications. -
Analyze the impact of AI-enhanced customer service with Copilot analytics
Copilot analytics in Dynamics 365 Customer Service offers deep insights into the operational impact of an organization’s investment in AI-enhanced customer service. -
Create cases, contacts, and accounts faster from notes on the timeline
Dynamics 365 Customer Service enables agents to create a new case or associate an existing case with notes they write on the customer timeline. -
Use Copilot with SharePoint knowledge to serve your customers
Customer Service administrators can easily configure Copilot settings to include an internal knowledge base or SharePoint. -
Customer service is a (Microsoft) Teams sport
With the enhancements in this release wave, Teams collaboration features (embedded chat, swarming, and Teams meeting integration) are even more robust.
