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.
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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. -
Call overflow management: A gift to callers and agents this holiday season
Ana is excitedly setting up her new smartphone when the screen goes blank. -
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. -
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. -
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. -
Empower self-service by adding knowledge base search to your bots
Customers appreciate the quick access to help that self-service bots provide.
