Dynamics 365 Customer Service

Customer Service agent is happy to use Copilot for Service

News and product updates February 19, 2024 3 min read

Use Microsoft Copilot for Service with your external CRM

Just like Copilot in Dynamics 365 Customer Service, Copilot for Service enables agents to easily manage customer inquiries, track service requests, and provide personalized support.

Image incorporating the icons for Copilot, Dynamics 365 Sales, and Dynamics 365 Customer Services, and incorporating a photograph of a people sitting at a table with a laptop

February 12, 2024 5 min read

Build your Copilot testing strategy in Dynamics 365 Customer Service

Introducing a new tool like Copilot in Customer Service to customer service agents must be well-tested and validated.

Image incorporating the Copilot icon and a photograph of people sitting at a table with a laptop

News and product updates February 1, 2024 6 min read

Microsoft Copilot for Sales and Copilot for Service are now generally available

Microsoft is dedicated to helping organizations transform the way people work using secure, enterprise-grade AI capabilities, no matter which business applications teams depend on.

Abstract graphic design incorporating a photograph of two coworkers talking in a studio

News and product updates January 25, 2024 6 min read

2024 release wave 1 plans for Microsoft Dynamics 365 and Power Platform now available

On January 25, 2024, we published the 2024 release wave 1 plans for Microsoft Dynamics 365 and Microsoft Power Platform, a compilation of new capabilities planned to be released between April 2024 and September 2024.

News and product updates January 15, 2024 2 min read

Announcing automatic Copilot enablement in Customer Service

Starting January 19, 2024, Microsoft Copilot in Dynamics 365 Customer Service will be automatically installed and enabled in your Dynamics 365 Customer Service environment.

a person sitting at a table in front of a laptop

January 5, 2024 2 min read

Orchestrate your WFM solution with Dynamics 365 Customer Service

WFM holds together the intricate machinery of customer support, ensuring operational efficiency and exceptional customer experiences.

Tips and guides January 4, 2024 5 min read

Knowledge management best practices for Copilot ingestion

Before agents can use Copilot to answer questions and draft emails, you need to ensure Copilot is using accurate knowledge content.

December 14, 2023 2 min read

Begin your copilot journey with summarization

Summarization is an AI-powered feature that can save you time, improve your accuracy, and enhance the customer experience.

News and product updates November 16, 2023 2 min read

Enhance agent utilization and engagement with least active routing

Organizations want to get the best out of their agents by maximizing their utilization, distributing work evenly, and providing enough breaks between calls.

a person sitting at a table with a laptop and smiling at the camera

News and product updates November 15, 2023 4 min read

Announcing Microsoft Copilot for Service

In this blog, we will discuss the opportunity for organizations to delight their customers with generative AI-powered service experiences and explain some of the new innovations we’re announcing to make it a reality.

Photo of a senior male using his Apple Messages app while sitting with dog in room at home

Tips and guides November 14, 2023 3 min read

Boost customer engagement with Apple Messages for Business

With Dynamics 365 Customer Service, you can use Apple Messages for Business to expand your consumer reach, reduce costs, and provide seamless interactions.

Customer service agents sitting with headsets at laptops smiling

News and product updates November 7, 2023 2 min read

Embrace agent availability to reduce customer wait times

In the realm of customer service, one enduring pain point affects both customers and service providers: the uncertainty of agent availability.

Filtered by

Refine results