Empower agents to draft case-based knowledge articles with Copilot
Agents can use Copilot to generate a knowledge draft based on case data including case descriptions, email exchanges, summaries, and agent notes.
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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Extend Copilot capabilities with plugins
Introducing prompt plugins, enabling agents to securely access Dataverse data such as customers, products, and cases, through Copilot. -
Try the agent call quality survey in Dynamics 365 Customer Service
Try the agent call quality survey in Dynamics 365 Customer Service to swiftly identify and respond to any issues impacting the agent experience. -
Create Dynamics 365 implementation projects easily with the new onboarding wizard
A new onboarding wizard in the Dynamics 365 Implementation Portal makes it easy to create implementation projects and access guidance, insights, and recommendations all along the way to deployment. -
Microsoft unveils AI features for manufacturers at Hannover Messe 2024
At Hannover Messe, the world’s leading industrial trade fair, organizations across engineering, digital technologies, energy, and more will gather to demonstrate solutions for high-performance, sustainable industries. -
AI-powered innovations enhance customer service with 2024 release wave 1
We’re excited to announce the general availability of new and enhanced experiences in Microsoft Dynamics 365 Customer Service as part of our 2024 release wave 1 cadence. -
Monitor Copilot responses in Dynamics 365 Customer Service
You can use the underlying agent experience data that powers the Copilot dashboard to get interaction data such as transcripts, agent actions, and agent feedback about Copilot responses. -
2024 release wave 1 kicks off with hundreds of AI-powered capabilities for Microsoft Dynamics 365 and Microsoft Power Platform
We launched the 2024 release wave 1 for Microsoft Dynamics 365 and Microsoft Power Platform, a rollout of new features and enhanced capabilities slated for release between April and September 2024. -
Building digital trust in Microsoft Copilot for Dynamics 365 and Power Platform
At Microsoft, trust is the foundation of everything we do. -
Introducing timeline highlights powered by generative AI
Streamlined timeline highlights revolutionize the way users interact with essential activities such as emails, notes, appointments, tasks, phone calls, and conversations. -
Maximize efficiency with forecasting in Dynamics 365 Customer Service
Microsoft Dynamics 365 Customer Service brings a powerful forecasting feature that empowers businesses to predict and manage their service volumes and agent demands effectively. -
Forrester TEI study shows 315% ROI when modernizing customer service with Microsoft Dynamics 365 Customer Service
We are pleased to share the results of a March 2024 Forrester Consulting Total Economic Impact (TEI) Study commissioned by Microsoft.
