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.
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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. -
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.
