Try Email Classification in Dynamics 365 Customer Service
Email classification in Dynamics 365 ensures only meaningful customer emails become cases.
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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Unlocking safer customer communications with Data Sensitivity Labels in Email
Data Sensitivity Labels for Emails bring classification and protection directly into customer service workflows, so service representatives can work confidently without slowing down. -
The next frontier of workforce planning: from forecasting to AI usage and Credit Estimation
AI is transforming workforce planning in Dynamics 365, where intelligent agents now execute core service tasks and contribute directly to business outcomes. -
Copilot Cowork: From conversation to action across skills, integrations, and devices
Today, we’re announcing additional capabilities in Cowork to expand on what it can make possible for you. -
Driving empathetic customer conversations with Email Sentiment
Email Sentiment in Dynamics 365 Customer Service brings emotional context into the email workflow, helping representatives understand customer tone, respond with empathy, and reduce escalations from the first reply. -
Introducing Governance in Dynamics 365 Customer Service: A New Era of Policy-Driven Communication
Governance in Dynamics 365 Customer Service introduces policy-driven email validation in Public Preview. -
Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365
Gain end‑to‑end visibility into agent workflows with screen recording in Dynamics 365 Customer Service and Contact Center to improve coaching, compliance, and quality evaluations. -
Turning customer experience into a growth engine
Announcing new agentic customer experience capabilities in Dynamics 365 and Microsoft Copilot Studio across the entire customer lifecycle. -
Meet the Contact Center Champions Driving the Future of Customer Experience
Meet the practitioners shaping how Dynamics 365 Contact Center is adopted, scaled, and improved in real‑world environments. -
Introducing Service Agent in Microsoft 365 Copilot
Service Agent brings Dynamics 365 Customer Service context, insights, and actions directly into Microsoft 365 Copilot. -
Better Collaboration, Better Care: All Consult Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center consult capabilities enable real-time collaboration across voice and digital channels, helping representatives bring in the right expertise without transfers, repetition, or lost context. -
All Transfer Capabilities in Dynamics 365 Contact Center
Dynamics 365 Contact Center enables seamless customer handoffs with flexible transfer options, including direct, warm, queue, Teams, and external transfers.
