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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Tips and guides

October 29, 2021

3 min read

Use analytics and reporting to improve routing of customer service requests

In the world of customer service, unified routing helps you solve the classic supply-and-demand problem as you distribute customer service requests to the best team or agent.
Tips and guides

July 15, 2021

3 min read

How to approach your routing and assignment transformation with unified routing

The new unified routing capabilities in Dynamics 365 Customer Service allows organizations to implement incremental improvements without having to completely overhaul routing and assignment procedures all at once.
Tips and guides

June 22, 2021

1 min read

Host web apps using Microsoft Edge WebView2 Process in Unified Service Desk 4.2

Unified Service Desk version 4.2, generally available since June, enables you to host web applications using Microsoft Edge WebView2 Process based on the Chromium open-source framework, as well as delivering improved performance and other enhancements.
Tips and guides

May 17, 2021

4 min read

Increase customer satisfaction and agent productivity with unified routing

Customer service managers are constantly searching for more efficient ways to streamline management of incoming service requests, and the backbone of any customer service center operation is routing and assigning cases efficiently.
Tips and guides

May 4, 2021

2 min read

Improved SLA timer control helps agents track KPIs

Dynamics 365 Customer Service 2021 release wave 1 includes a new, intuitive timer control that is optimized to display service-level agreement metrics, and it supports the display of multiple SLA metrics at the same time.
News and product updates

April 9, 2021

2 min read

Knowledge management enhancements increase agent efficiency

Dynamics 365 Customer Service 2021 release wave 1 includes enhancements that give admins greater control over knowledge management configuration and help agents access the information they need to resolve customer queries more quickly.
Tips and guides

October 13, 2020

2 min read

Build targeted user experiences efficiently by using app profiles in multisession apps

If your service organization needs to create your own targeted combinations of channels and tools for your agents, starting with October 2020 wave 2 release, you’ll be able to take advantage of the app profile manager capability in multisession apps.
News and product updates

September 10, 2019

2 min read

Announcing the timeline to move to Unified Interface

Over the last two years, our customers have been experiencing the benefits of the new user interface client for Dynamics 365 Sales, Customer Service, Project Service, Field Service, and Marketing.
Tips and guides

September 5, 2019

3 min read

9 tips to maximize your screen real estate on the schedule board

The schedule board is the primary work space for dispatchers, and every pixel of real estate is essential for maximum productivity.
Tips and guides

August 9, 2019

2 min read

Migrate from legacy Service Scheduling to the Service Scheduling on Unified interface

The new Service scheduling on Unified interface is built on top of Universal resource scheduling.
News and product updates

May 31, 2019

2 min read

How to ignore travel time when searching for resource availability

The Schedule Assistant in Universal Resource Scheduling has an option to “Ignore Travel Time” when searching for availability.
Tips and guides

May 31, 2019

2 min read

How to change advanced settings for the Schedule Assistant

There are advanced settings in the filter control that allow you to change the behavior of the Schedule Assistant.

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