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.
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.
Refine results
Products
Content Type
Publish date
-
-
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. -
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. -
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. -
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. -
Use Copilot with SharePoint knowledge to serve your customers
Customer Service administrators can easily configure Copilot settings to include an internal knowledge base or SharePoint. -
Create cases, contacts, and accounts faster from notes on the timeline
Dynamics 365 Customer Service enables agents to create a new case or associate an existing case with notes they write on the customer timeline. -
Analyze the impact of AI-enhanced customer service with Copilot analytics
Copilot analytics in Dynamics 365 Customer Service offers deep insights into the operational impact of an organization’s investment in AI-enhanced customer service. -
From Microsoft to global brands, Dynamics 365 Copilot is helping transform customer experiences across service, sales, and marketing
Six months ago, we introduced Microsoft Dynamics 365 Copilot, the world’s first AI Copilot natively built for customer relationship management (CRM) and enterprise resource planning (ERP) applications. -
Try the new outbound dialing experience in Dynamics 365 Customer Service
The October release of Dynamics 365 Customer Service features a more intuitive, streamlined, and efficient outbound dialing experience. -
Discover new AI for Microsoft Dynamics 365 at our tenth Business Applications Launch Event
AI is ready for work—the question is: What will your business do with it? Join us at the Microsoft Business Applications Launch Event on October 25 and explore how to create an AI-powered business that helps people and teams be more productive, solve problems faster than ever, and focus more energy on building revenue. -
Solve case creation issues using the enhanced activity monitor tool
The activity monitor tool provides recommendations to administrators with steps to avoid future case creation issues by making changes to the rule configuration.
