Use preferred agent routing to create lifelong customer relationships
Organizations are looking for ways to offer hyper-personalized service and foster deeper relationships with their customers.
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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Improve CSAT by connecting customers to agents using automatic assignment in unified routing
Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as management and agents. -
Knowledge search enhancements improve agent productivity and customer satisfaction
A comprehensive knowledge base that helps customer service reps find answers to the most common issues quickly is the key to improving productivity and increasing customer satisfaction. -
Workstream fallback queues ensure no customer goes unattended
Imagine your eagerly awaited brand-new speakers finally arrive—and they don’t work. -
Solve unified routing issues faster with enhanced diagnostics
Unified routing in Microsoft Dynamics 365 Customer Service is an intelligent, enterprise-grade routing and assignment capability. -
Engage with customers in Dynamics 365 Customer Service Community Preview
Organizations need to interact with their customers to solicit feedback on products and services. -
Use diagnostics to optimize unified routing for your call center
Customer service organizations enjoy an optimized, efficient workload when unified routing is running smoothly; however, if something goes wrong, you’ll want the streamlined problem-solving capability introduced in Dynamics 365 Customer Service. -
Use intelligence to transform routing of service delivery requests
Any call center that uses unified routing is going to notice gains in efficiency. -
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. -
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. -
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. -
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.
