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

June 1, 2022

2 min read

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.
Tips and guides

September 6, 2022

2 min read

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.
Tips and guides

September 7, 2022

3 min read

Empower self-service by adding knowledge base search to your bots

Customers appreciate the quick access to help that self-service bots provide.
Tips and guides

September 29, 2022

2 min read

Unified admin center replacing Customer Service standalone experiences

In April 2022, we announced the general availability of the Customer Service admin center, which unifies and simplifies administration across the Microsoft Dynamics 365 Customer Service suite.
News and product updates

October 19, 2022

3 min read

Skill-based routing and one-stop user management help you keep up with customer service demands

Skill-based routing automatically assigns the agents with the right skills to work on customer support requests.
News and product updates

October 19, 2022

2 min read

Queue overflow management keeps customers happy during peak demand

As the world started unwinding from the pandemic, Sarah joined thousands of travelers in booking flights for a long-planned vacation.
November 3, 2022

2 min read

Use percentage-based routing to load-balance customer service requests

Unified routing in Microsoft Dynamics 365 Customer Service provides capabilities to connect customers to the best agents.
November 7, 2022

1 min read

Improve admin productivity with guided Customer Service channel setup and settings search

We recently announced the unified Customer Service admin center, which consolidates administration experiences across the Microsoft Dynamics 365 Customer Service suite.
November 9, 2022

1 min read

Customer Service voice support channel launches in the UK

Since the November 2021 launch in select geographic regions of the native voice channel in Microsoft Dynamics 365 Customer Service, we have been expanding worldwide to satisfy growing customer demand.
November 11, 2022

1 min read

Save personalized views of Customer Service dashboards as report bookmarks

With Microsoft Dynamics 365 Customer Service 2022 release wave 2, we’ve supercharged the humble bookmark.
November 18, 2022

4 min read

Discover new ways to analyze your Customer Service data

To run a digital contact center effectively, supervisors need up-to-the-minute insights on all the activity between agents and customers.
News and product updates

November 21, 2022

2 min read

Collaborative customer support helps agents resolve issues faster

With most customer support agents now working remotely, the days of getting help from a peer in the next cubicle are over.

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