Adding Regional Formats to Reports in Business Central
Business Central 2023 release wave 2 introduces regional formats for reports, which adds a new dimension of customization for reports.
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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. -
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. -
2023 release wave 2 plans for Microsoft Dynamics 365 and Power Platform now available
On July 18, 2023, we published the 2023 release wave 2 plans for Microsoft Dynamics 365 and Microsoft Power Platform, a compilation of new capabilities planned to be released between October 2023 and March 2024. -
Account-based seller insights improve sales account manager effectiveness
Busy sales account managers prioritize their activities by mining information from their accounts. -
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. -
Customize the conversation table for your business needs
With custom columns in the conversation table, organizations can enable agents to quickly summarize interactions and associate conversations with leads. -
Accelerate support ramp-ups, handoffs, and wrap-ups with Copilot summarization
Copilot summarization automatically generates concise and informative summaries of conversations and cases in simple, intuitive natural language. -
Direct inbound calling: Premier support made easy
The voice channel in Dynamics 365 Customer Service now provides the ability to configure direct callbacks with just a few clicks. -
Direct callback: Because nobody likes to wait on the phone
Ana is excitedly setting up her new smartphone when the screen goes blank. -
Add voicemail to your call queue management
Microsoft Dynamics 365 Customer Service now offers voicemail as part of its omnichannel engagement capabilities. -
The right work assignment method can improve agent satisfaction and utilization
As a contact center manager, you need to ensure that customers are routed to the right agent while balancing factors like customer satisfaction, tiered SLA commitments, and agent satisfaction and utilization.
