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.
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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Introducing the New Dynamics 365 Community – A Catalyst for Collaboration and Innovation
Microsoft is delighted to announce that the new Dynamics 365 Community is now live, marking a significant milestone in our journey of empowering users, fostering collaboration, and driving innovation. -
Take Customer Service to new heights with cross-geo support for Copilot
We are excited to introduce support for Copilot in Dynamics 365 Customer Service across multiple geographic regions, or cross-geo support. -
Customize data models to view your organization’s unique metrics
You can customize data models using data within Dynamics or external data to view metrics tailored to your needs. -
Customize and access the improved Active Conversation form
Recent enhancements to the Active Conversation form allow agents to access and edit relevant information without any screen switching. -
Customize the conversation table for your business needs
With custom columns in the conversation table, organizations can enable agents to quickly summarize interactions and associate conversations with leads. -
Accelerate support ramp-ups, handoffs, and wrap-ups with Copilot summarization
Copilot summarization automatically generates concise and informative summaries of conversations and cases in simple, intuitive natural language. -
Boost your productivity with timeline enhancements
Layout personalization and persistent filters to inline attachment and transcript views are designed to boost user personalization and productivity. -
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. -
How real-time analytics improve supervisor experiences in Customer Service
Real-time analytics are critical for organizations that want to stay on top of their contact center operations. -
Get quick access to your most-used knowledge articles
We are excited to announce a new feature in Dynamics 365 Customer Service that allows you to mark knowledge articles as favorites. -
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.
