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.

News and product updates July 31, 2023 4 min read

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.
June 28, 2023 2 min read

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.
News and product updates June 23, 2023 2 min read

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.
News and product updates June 21, 2023 2 min read

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.
News and product updates June 9, 2023 2 min read

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.
News and product updates June 8, 2023 2 min read

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.
Tips and guides June 7, 2023 3 min read

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.
Tips and guides June 2, 2023 1 min read

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.
May 24, 2023 4 min read

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.
May 11, 2023 3 min read

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.
May 5, 2023 2 min read

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.
May 3, 2023 1 min read

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.

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